Information Systems Team Manager Digital Access and CRM

Overview

In this role you lead the team responsible for the Council’s CRM and associated digital services, driving improvements to customer journeys and service delivery. You will oversee development, delivery and continuous improvement, balancing priorities, risks and resources across transformation workstreams. You’ll collaborate with Digital Innovation and other services to advance digital public services and customer experience. This is a chance to shape scalable, secure, and integrated digital solutions across the council.

Pay / Benefits

• generous holiday entitlement
• flexible working opportunities
• reduced hour contracts
• part-time or job share

Responsibilities

• Lead the specialist team for CRM support, development, and continuous improvement
• Oversee development pipeline, platform performance, risks, dependencies, and future service needs
• Plan, prioritise, and allocate resources across support, development, transformation, and improvement
• Collaborate with other Team Managers and the Service Delivery Manager on priorities and shared resources
• Build team capability through performance management, coaching, and knowledge sharing
• Serve as the main liaison between stakeholders, suppliers, and technical teams to translate requirements into deliverables
• Provide oversight of development activity ensuring security, accessibility, data protection, governance, and architectural standards
• Drive improvements to digital services and customer journeys using technology, automation, and integrations
• Monitor service performance and customer feedback to identify opportunities for efficiency and improvement

Key requirements

• Knowledge of CRM platforms, self-service, and workflow automation in service delivery and transformation
• Experience leading 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
• Strong planning, resource management, and prioritisation skills
• Experience managing stakeholders, suppliers, and cross-functional teams
• 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 with oversight and assurance
• Strong communication, influencing, and relationship-building skills
• Commitment to continuous improvement, innovation, and customer-focused service delivery

• Strong leadership and people management
• Excellent communication and relationship-building
• Collaborative and stakeholder-focused
• CRM platforms
• Self-service and workflow automation
• Integration and case management

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