Information Systems Team Manager Digital Access and CRM

Sheffield City Council HQ; Sheffield; On-site; GBP 60,000 - 85,000; Full time

Job summary

Sheffield City Council is transforming its digital public services and CRM ecosystem. The role leads the team responsible for CRM support, development and continuous improvement of customer-facing digital services, including My Account, online forms, and workflow automation.

You will oversee delivery, performance, and governance while working across Digital Innovation and other council services to improve customer experience.

Qualifications

• Proven experience leading teams responsible for CRM platforms and related digital services.
• Experience delivering customer-facing digital forms and workflows.
• Strong planning, prioritisation and governance capabilities.

Responsibilities

• Lead the team responsible for the CRM platform and associated digital services.
• Oversee development, delivery, support and continuous improvement pipelines.
• Plan resources, priorities and risks across multiple workstreams.
• Collaborate with other managers to align delivery with strategy.
• Ensure security, accessibility, data protection and architectural standards are met.
• Drive service improvements and digital transformation initiatives.
• Monitor performance and stakeholder feedback for continuous improvement.

Skills

Leadership

CRM platforms

Workflow automation

Online forms

Project management

Stakeholder mgmt

Change control

Info security

Data protection

Communication

Job description

Sheffield City Council is on an exciting digital transformation journey, transforming how we deliver services through innovative digital solutions, automation and emerging technologies. As we continue to modernise and improve services for our residents, this is an excellent opportunity to play a key role in shaping the future of digital public services.

The role

The postholder will lead the team responsible for the support, development and continuous improvement of the Council's Customer Relationship Management (CRM) platform and associated digital services. This includes key customer-facing systems and products such as My Account, online forms, digital customer journeys, workflow automation and integrations with corporate systems.

The role oversees operational delivery, platform development, service improvement initiatives and programme activity, ensuring resources, priorities and risks are effectively balanced. Working collaboratively across Digital Innovation and wider council services, the postholder plays a key role in improving customer experience, driving digital transformation and supporting the delivery of organisational objectives.

Key Responsibilities

• Manage the specialist team responsible for the support, development and continuous improvement of the CRM platform 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 and knowledge we are looking for

• Strong leadership and people management skills, including performance management, coaching and team development.
• 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.
• Ability to manage multiple projects, programmes and operational workstreams simultaneously.
• Strong planning, resource management and prioritisation skills.
• Experience managing stakeholders, suppliers and cross-functional teams to achieve shared outcomes.
• Ability to translate business objectives and service requirements 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 and provide appropriate oversight and assurance.
• Strong communication, influencing and relationship-building skills.
• Commitment to continuous improvement, innovation and customer-focused service delivery.

Expected level of responsibility

The postholder will normally receive strategic objectives, programme outcomes, service priorities and governance requirements rather than detailed instructions on how activity should be delivered. Within those parameters, the Team Manager is expected to determine delivery approaches, manage the specialist development team, coordinate multiple workstreams with other Team Managers, manage risks and dependencies, influence stakeholders and ensure agreed outcomes are achieved.

While specialists undertake detailed development and configuration, the Team Manager is responsible for the delivery, performance, and continuous improvement of the platform.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we'll interview the candidates that best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.