Information Systems Team Manager Telephony

The Methodist Church in Britain; Sheffield; Vor Ort; GBP 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Generous holiday entitlement

Flexible working options

Support for staff with caring duties

Guaranteed interview for disabled/app.

Zusammenfassung

Sheffield City Council is seeking an Information Systems Team Manager to lead the Mobile Device Service, Storm telephony platform and related digital services in a busy city environment.

You will oversee development, performance, supplier management and programme work, ensuring security, accessibility and governance standards are met while driving service improvements across customer journeys and processes.

Qualifikationen

• Experience managing teams responsible for complex digital systems.
• Experience managing stakeholders, suppliers and cross-functional teams.

Aufgaben

• Manage the specialist team that supports, develops and improves the Mobile Device Service, Storm telephony 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
• Work with other team managers and the Service Delivery Manager on priorities, dependencies and shared resources
• Build team capability through performance management, coaching, workforce planning and knowledge sharing
• Act as the key link between stakeholders, suppliers and technical teams, turning requirements into deliverable solutions
• Provide oversight and assurance of 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 improvements and operational efficiencies
• Lead programme work including workforce management development, channel shift, call reduction, telephony modernisation and customer service enhancements

Kenntnisse

Leadership

Stakeholder mgmt

Telephony

Mobile device mgmt

Project planning

Info security

Jobbeschreibung

This Information Systems team manager post leads the Sheffield City Council team that supports the Mobile Device Service, the Storm corporate telephony platform and related digital services. The role oversees development, platform performance, supplier management and programme work, including workforce management, channel shift and telephony modernisation. It is a full-time post working alongside other team managers and the Service Delivery Manager, with a focus on contact centre telephony and mobile device management. Fit depends on prior experience of managing teams that run complex digital systems.

What the job involves

• Manage the specialist team that supports, develops and improves the Mobile Device Service, Storm telephony 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
• Work with other team managers and the Service Delivery Manager on priorities, dependencies and shared resources
• Build team capability through performance management, coaching, workforce planning and knowledge sharing
• Act as the key link between stakeholders, suppliers and technical teams, turning requirements into deliverable solutions
• Provide oversight and assurance of 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 improvements and operational efficiencies
• Lead programme work including workforce management development, channel shift, call reduction, telephony modernisation and customer service enhancements

Experience

• Experience managing teams responsible for complex digital systems
• Experience managing stakeholders, suppliers and cross-functional teams

Skills & knowledge

• Leadership and people management, including performance management and coaching
• Knowledge of telephony, self-service and workflow automation
• Understanding of contact centre telephony, mobile device management and integrations
• Planning, resource management and prioritisation
• Knowledge of information security, data protection, accessibility, governance and change control
• Ability to manage multiple projects and workstreams at once

Checks & eligibility

• Relevant safeguarding checks

Other

• Strong communication, influencing and relationship-building skills
• Ability to translate business objectives into practical delivery plans
• Strong risk, dependency and issue management
• Ability to review and challenge technical proposals
• Commitment to continuous improvement and customer-focused service delivery

What’s offered

• Generous holiday entitlement
• Flexible working, including reduced hours, part-time working or job share
• Support for staff with unpaid caring responsibilities to work flexibly
• Guaranteed interview scheme for disabled applicants, care leavers and armed forces veterans who meet the essential criteria