Digital Services Lead: Telephony, Mobile & Flexible

Westfield Secondary School; Sheffield; On-site; GBP 60,000 - 85,000; Full time

Job summary

Sheffield City Council is seeking a proactive leader to head the team responsible for the Mobile Device Service, Storm Corporate Telephony platform, and related digital services. You will guide development, improvements and delivery of workforce management and customer service initiatives, balancing resources, risks and priorities.

The role requires strong leadership, excellent stakeholder management and a track record of transforming digital services within a public sector setting.

Qualifications

• Strong leadership and people management skills.
• Knowledge of Telephony platforms, self-service and workflow automation for customer access and service delivery.
• Experience managing teams developing, supporting and improving complex digital systems.
• Understanding of Contact Centre Telephony, Mobile Device Management, integrations and digital service delivery.

Responsibilities

• Manage the specialist team responsible for the support, development and continuous improvement of the Council's Mobile Device Service, Corporate Telephone platform Storm and associated digital services.
• Oversee the 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.
• Work collaboratively with other Team Managers and the Service Delivery Manager to manage priorities, dependencies and shared resources.
• Build and develop team capability through performance management, coaching, workforce planning and knowledge sharing.
• Act as the key link between stakeholders, suppliers and technical teams, ensuring requirements are understood and translated into deliverable solutions.
• Provide oversight and assurance of development activity, ensuring compliance with security, accessibility, data protection, governance and architectural standards.
• Drive improvements to digital services, customer journeys and business processes through effective use of technology, automation and integration opportunities.
• Monitor service performance and customer feedback to identify opportunities for continuous improvement and operational efficiency.

Skills

Leadership and people management

Telephony platforms knowledge

Digital systems development and ̵im̵p̵

Job description

Sheffield City Council is seeking a proactive leader to head the team responsible for the Mobile Device Service, Storm Corporate Telephony platform, and related digital services. You will guide development, improvements and delivery of workforce management and customer service initiatives, balancing resources, risks and priorities.

The role requires strong leadership, excellent stakeholder management and a track record of transforming digital services within a public sector setting.