Information Systems Team Manager Digital Access and CRM

The Methodist Church in Britain; Sheffield; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Generous holiday entitlement

Flexible working (reduced hours, part‑

Job sharing

Job summary

Sheffield City Council is seeking a Team Manager to lead a specialist team responsible for the CRM platform and related digital services. The role oversees the development pipeline, platform performance, and resourcing, acting as the connector between stakeholders, suppliers and technical teams.

It requires safeguarding checks and is full-time, 37 hours per week. The team will manage customer-facing systems, online forms and workflow automation, aligning delivery with strategic objectives and

Qualifications

• Experience leading teams that develop, support and improve complex digital systems.
• Experience managing stakeholders, suppliers and cross-functional teams.
• Strong communication, influencing and relationship-building skills.

Responsibilities

• Lead the specialist team that supports, develops and improves the CRM platform and related digital services.
• Oversee development pipeline, platform performance, support arrangements, risks and dependencies.
• Plan, prioritise and allocate resources across support, development, transformation and improvement work.
• Set delivery approaches within governance and ensure outcomes are achieved.
• Collaborate with other team managers on shared priorities, dependencies and resources.
• Develop team capability through performance management, coaching and workforce planning.
• Act as the link between stakeholders, suppliers and technical teams to deliver solutions.
• Assure development against security, accessibility, data protection, governance and architecture standards.
• Drive improvements to digital services and customer journeys through technology and automation.
• Monitor service performance and customer feedback to identify improvements.

Skills

Leadership

CRM platforms

Workflow automation

Online forms

Governance

Resource planning

Job description

Sheffield City Council is recruiting a team manager to lead the specialist team that supports and develops the Council's customer relationship management platform and related digital services. The postholder oversees platform performance, the development pipeline and resourcing, and acts as the link between stakeholders, suppliers and technical teams. The post covers customer-facing systems such as My Account, online forms and workflow automation, and is full-time at 37 hours. Fit depends on people leadership and experience running complex digital systems, and the role requires safeguarding checks.

What the job involves

• Manage the specialist team that supports, develops and improves the CRM platform and related digital services
• Oversee the development pipeline, platform performance, support arrangements, risks, dependencies and future service needs
• Plan, prioritise and allocate resources across support, development, transformation and improvement work
• Set delivery approaches within strategic objectives and governance, and ensure agreed outcomes are achieved
• Work with other team managers and the Service Delivery Manager on shared priorities, dependencies and resources
• Build team capability through performance management, coaching, workforce planning and knowledge sharing
• Act as the main link between stakeholders, suppliers and technical teams, turning requirements into deliverable solutions
• Assure development against security, accessibility, data protection, governance and architecture standards
• Drive improvements to digital services, customer journeys and business processes through technology, automation and integration
• Monitor service performance and customer feedback to find efficiency and improvement opportunities

What’s required

Experience

• Experience managing teams that develop, support and improve complex digital systems
• Experience managing stakeholders, suppliers and cross-functional teams

Skills & knowledge

• Strong leadership, performance management, coaching and team development skills
• Knowledge of CRM platforms, self-service and workflow automation
• Understanding of online forms, case management, integrations and digital service delivery
• Strong planning, resource management and prioritisation skills
• Strong risk, dependency and issue management skills
• Knowledge of information security, data protection, accessibility, governance and change control

Checks & eligibility

• Relevant safeguarding checks

Other

• Ability to translate business objectives into practical delivery plans
• Ability to manage multiple projects, programmes and workstreams at once
• Ability to review and challenge technical proposals
• Strong communication, influencing and relationship-building skills
• Commitment to continuous improvement, innovation and customer-focused delivery

What’s offered

• Generous holiday entitlement
• Flexible working, including reduced hours, part time or job share
• Support for staff with unpaid caring responsibilities to work flexibly