Information Systems Team Manager Telephony

Westfield Secondary School; Sheffield; Presencial; GBP 60 000 - 85 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Leadership and people management

Telephony platforms knowledge

Digital systems development and ̵im̵p̵

Descrição da oferta de emprego

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 Mobile Device Service, Storm Corporate Telephony platform and associated digital services. These services support front-line service delivery, customer contact and staff connectivity, enabling residents and employees to access information, communicate effectively and interact with Council services through a range of channels.

The role manages operational delivery, development activities, service improvements and programme work, ensuring resources, priorities and risks are effectively balanced. This includes initiatives such as workforce management (WFM) development, channel shift and call reduction programmes, telephony modernisation and customer service enhancements.

Key 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

• Strong leadership and people management skills, including performance management, coaching and team development.
• Knowledge of how Telephony 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 Contact Centre Telephony, Mobile Device 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.

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.