Information Systems Team Manager Digital Access And Crm

Westfield Secondary School; Sheffield; On-site; GBP 55,000 - 70,000; Full time

Job summary

Sheffield City Council is seeking a CRM Team Manager to lead the support, development and continuous improvement of the CRM platform and related digital services, including My Account, online forms and automated workflows. You will oversee delivery, prioritisation and risk management to balance resources across Digital Innovation and other council services.

You will drive improvements in customer journeys, ensure security and accessibility standards, and develop team capability through coaching

Qualifications

• Strong leadership and people-management skills with coaching experience.
• Knowledge of CRM platforms, self-service and workflow automation.
• Experience leading development, support and improvement of digital systems.
• Understanding of online forms, workflow automation, case management and integrations.
• Ability to manage multiple projects and cross-functional teams.
• Excellent planning, prioritisation and stakeholder management.

Responsibilities

• Lead the specialist team for CRM support, development and improvement.
• Oversee development pipeline, platform performance and risks.
• Plan resources across support, transformation and improvement activities.
• Collaborate with other managers to align priorities and resources.
• Develop team capability through performance management and coaching.
• Serve as the link between stakeholders, suppliers and technical teams.
• Ensure security, accessibility, data protection and governance standards.
• Drive improvements to digital services and customer journeys through automation.
• Monitor service performance and customer feedback for continuous improvement.

Skills

Leadership

CRM platforms

Stakeholder management

Project management

Change management

Communication

Digital service delivery

Team development

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.