Digital & User Experience Manager

Surrey County Council; Reigate; Hybrid; GBP 52,000 - 60,000; Full time

Job summary

A local government authority is looking for a Digital & UE Manager to lead IT support within the Fire and Rescue Service. In this role, you will oversee a team, ensuring operational readiness, customer satisfaction, and compliance. Ideal candidates will have relevant IT qualifications, strong line management skills, and a solid understanding of cyber security principles. The position offers a competitive salary, a hybrid working model, and comprehensive employee benefits.

Benefits

26 days' holiday, rising with service

Option to buy additional annual leave

Employee Assistance Programme

Local government pension

Lifestyle discounts

Learning and development hub access

Qualifications

• Substantial relevant experience in a relevant IT subject.
• Excellent line management skills with an ability to motivate, coach and develop staff.
• Strong understanding of specialist IT areas and excellent knowledge of cyber security principles.

Responsibilities

• Lead the delivery of high-quality IT support and project services.
• Manage the SFRS IT team and work closely with Surrey County Council IT.
• Ensure service continuity and manage compliance in major incidents.

Skills

Line management skills

ITIL principles

Cyber security knowledge

Project management principles

Education

Degree/ HNC or equivalent in IT

Job description

• Location: Woodhatch Place, 11 Cockshot Hill, Reigate, RH2 8EF

Description

We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.

This role has a starting salary of £52,047 per annum, based on a 36 hour working week.

We are thrilled to be hiring a new Digital & UE Manager to join our fantastic Logistics team within the Fire and Rescue Service. The team is based in Woodhatch Place but we promote a hybrid approach to working, meeting collaboratively when required. We are proud of our strong focus on development and our excellent track record of promoting internally.

Rewards and Benefits

• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 31 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependents leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• Learning and development hub where you can access a wealth of resources

About the Team

The Surrey Fire and Rescue Logistics team plays a critical role in supporting the Fire and Rescue Service, ensuring that our operational crews have the right tools, equipment, and resources to deliver life-saving services. The team manages a broad range of IT Solutions and other critical resources. This role is essential in delivering high-quality support to frontline teams, ensuring operational readiness and effective digital management.

About the Role

As part of Surrey Fire and Rescue Service (SFRS), you will lead the delivery of high-quality IT support and project services by managing the SFRS IT team and working closely with Surrey County Council (SCC) IT. A key part of your role will be ensuring the service is resilient and adaptable in preparation for potential changes arising from Local Government Reorganisation (LGR) and devolution.

You will oversee service continuity, ensuring your team is well-trained, resourced, and aligned with SFRS procedures. Maintaining high levels of customer satisfaction will be essential, achieved by reviewing feedback and adapting services accordingly. You'll also manage risk and compliance, particularly in handling major incidents, and apply ITIL practices to ensure effective knowledge management and long-term service improvement.

In addition, you'll be responsible for managing team performance, supporting staff welfare, and ensuring alignment with strategic goals. You'll also lead on service implementation and transition, including producing timely post-incident reports and embedding lessons learned.

Shortlisting Criteria

To be considered for shortlisting for this position, you will be asked to submit a CV and answer 4 questions, your application should clearly demonstrate:

• Degree/ HNC or equivalent, or substantial relevant experience in a relevant IT subject.
• Excellent line management skills with an ability to motivate, coach and develop staff.
• Strong understanding of specialist IT areas, ITIL principles and their application, and excellent knowledge of cyber security principles and practices.
• Extensive knowledge of practices and procedures relating to business planning, financial and contractual management.
• Ability to establish and maintain highly effective working relationships with a range of stakeholders.
• Proven ability to apply project management principles and techniques to a wide range of complex projects with the ability to collate, monitor and interpret large ranges of data.

Application Questions

• Can you share an example of when you supported a team member's development or helped improve team performance? What actions did you take and what was the result?
• Tell us about your experience working in cyber security. How have you used your expertise to strengthen systems or respond to threats?
• Describe a time when you supported a project or service by applying your knowledge of business planning, financial management, or contract oversight. What was your role, and what impact did your contribution have?
• Tell us about a complex project where you encountered a significant challenge or issue. How did you approach it, what steps did you take to resolve it, and what was the outcome?

For any questions regarding the role, flexible working requests, transferable skills, or potential barriers to employment, please contact Tony Pugh or Rob Dean.

The job advert closes at 23:59 on 31/08/2025, with interviews planned for week commencing 2/9/2025. We look forward to receiving your application. Please click on the apply online button below to submit.

The Core Code of Ethics in Fire and Rescue

Our ethical principles

Surrey Fire and Rescue Service has adopted the national Core Code of Ethics for Fire and Rescue Services in England. This has been developed in partnership with the National Fire Chiefs Council, Local Government Association, and the Association of Police and Crime Commissioners to support a consistent approach to ethics, including behaviours, by fire and rescue services in England.

These include:

• Putting our communities first
• Integrity
• Dignity and respect
• Leadership
• Equality, diversity and inclusion

Putting our communities first

Weput our communities first.We do this by putting the interest of the public and service users first.

Integrity

We act withintegrity. We show this by being open, honest and consistent in everything we do.

Dignity and respect

We act withdignity and respect. We show this by making decisions objectively based on evidence, without discrimination or bias.

Leadership

We areleaders. We show this by being positive role models, always demonstrating flexibility and resilience, we're all accountable for everything we do and challenge behaviour that falls short of the highest standards.

Equality, Diversity and Inclusion (EDI)

We are ambassadors of equality, diversity and inclusion (EDI). We show this by continually recognising and promoting the value of EDI both within the FRS and the wider communities in which we serve. We stand against all forms of discrimination, create equal opportunities, promote equality, foster good relations and celebrate differences.