Information Systems Team Manager Digital Access and CRM

Overview

As Team Manager, you lead a dedicated team to support, develop and continuously improve the CRM platform and related digital services. You’ll oversee the development pipeline, platform performance and service improvements, balancing priorities and risks. You’ll collaborate across Digital Innovation and other council services to enhance customer journeys and drive transformation. You will translate stakeholder needs into deliverable solutions while ensuring security, accessibility and governance standards. This is your chance to shape digital public services at scale for residents.

Pay / Benefits

• flexible working opportunities
• generous holiday entitlement
• opportunity for career progression in a permanent role
• commitment to equality, diversity and inclusion
• support for safeguarding and flexible working arrangements
• Guaranteed Interview scheme for certain groups

Responsibilities

• Lead a specialist team responsible for CRM support, development and continuous improvement of digital services.
• Oversee development pipeline, platform performance, support arrangements, risks, dependencies and future service requirements.
• Plan, prioritise and allocate resources across support, development, transformation and continuous improvement activities.
• Collaborate with other Team Managers and the Service Delivery Manager to manage priorities and shared resources.
• Develop team capability through performance management, coaching, workforce planning and knowledge sharing.
• Act as the main link between stakeholders, suppliers and technical teams to translate requirements into deliverable solutions.
• Provide oversight of development activity, ensuring compliance with security, accessibility, data protection, governance and architectural standards.
• Drive improvements to digital services and business processes via technology, automation and integrations.
• Monitor service performance and customer feedback to identify opportunities for continuous improvement and efficiency.

Key requirements

• Strong leadership and people management skills with performance coaching and development experience.
• Knowledge of how CRM platforms, self-service and workflow automation support transformation.
• Experience managing teams responsible for development, support and improvement of complex digital systems.
• Understanding of online forms, workflow automation, case management, integrations and digital service delivery.
• Ability to manage multiple projects and operational workstreams simultaneously.
• Strong planning, resource management and prioritisation skills.
• Experience managing stakeholders, suppliers and cross-functional teams to achieve shared outcomes.
• Ability to translate business objectives into practical delivery plans.
• Strong risk, dependency and issue management skills.
• Knowledge of information security, data protection, accessibility, governance and change control requirements.
• Ability to review and challenge technical proposals and provide oversight and assurance.
• Strong communication, influencing and relationship-building skills.
• Commitment to continuous improvement, innovation and customer-focused service delivery.

• leadership and people management
• communication and relationship-building
• stakeholder management
• CRM platforms experience
• workflow automation
• online forms and case management

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