CRM & Digital Access Manager — Information Systems Lead

Beighton; Sheffield; On-site; GBP 42,000 - 56,000; Full time

Job summary

Sheffield City Council is seeking an Information Systems Team Manager to lead the CRM and digital services portfolio. You will drive development, support and improvements across customer journeys, with a focus on automation, integration and governance.

You will manage a specialist team, coordinate resources, and work with cross-functional teams to deliver high-quality public services and secure customer data while promoting continuous improvement and flexible working where feasible.

Qualifications

• Strong leadership and people management skills.
• Knowledge of how CRM platforms, self-service and workflow automation support customer access, service delivery and organisational transformation.
• Experience managing teams responsible for the development, support and improvement of complex digital systems.
• Good understanding of online forms, workflow automation, case management, integrations and digital service delivery.

Responsibilities

• Lead the specialist team for CRM platform and digital services.
• Oversee development pipeline, platform performance, support, risks and future service requirements.
• Plan, prioritise and allocate resources across support, transformation and improvement activities.
• Collaborate with other Team Managers and Service Delivery Manager on priorities and shared resources.
• Build team capability through performance management, coaching and workforce planning.
• Act as the link between stakeholders, suppliers and technical teams to translate requirements into deliverables.
• Provide oversight and assurance of development activity with security and governance standards.
• Drive improvements to digital services and customer journeys through automation and integration.
• Monitor service performance and user feedback to identify improvements.

Skills

Leadership

CRM platforms

Team management

Online forms

Workflow automation

Case management

Integrations

Project management

Resource planning

Stakeholder management

Risk management

Information security

Data protection

Accessibility

Governance

Change control

Communication

Continuous improvement

Job description

Sheffield City Council is seeking an Information Systems Team Manager to lead the CRM and digital services portfolio. You will drive development, support and improvements across customer journeys, with a focus on automation, integration and governance.

You will manage a specialist team, coordinate resources, and work with cross-functional teams to deliver high-quality public services and secure customer data while promoting continuous improvement and flexible working where feasible.