Information Systems Team Manager Digital Access and CRM

Overview

You will lead the CRM and digital services team on Sheffield City Council’s digital transformation journey, shaping how residents access services and information. In this role you drive delivery, continuous improvement and integration with corporate systems, balancing priorities across multiple workstreams. You will work with Digital Innovation and other council services to enhance customer experience and enable organisational change. This is a change‑driven, cross‑functional leadership role with a clear impact on service delivery and resident outcomes. A strong hook is the chance to influence core public‑facing platforms at scale.

Pay / Benefits

• generous holiday entitlement
• flexible working opportunities
• part‑time or job share options
• salary discussion within grade
• commitment to equality, diversity and inclusion
• guaranteed interview scheme for certain groups

Responsibilities

• Lead the CRM and digital services team focused on support, development and continual improvement
• Oversee development pipeline, platform performance, support arrangements, risk management and future service needs
• Plan and allocate resources across support, development, transformation and improvement activities
• Collaborate with other Team Managers and Service Delivery Manager to align priorities and resources
• Develop team capability via performance management, coaching, and knowledge sharing
• Act as primary liaison between stakeholders, suppliers and technical teams to translate requirements into solutions
• Provide oversight ensuring security, accessibility, data protection, governance and architectural standards
• Drive improvements to customer journeys and processes using technology, automation and integrations
• Monitor service performance and feedback to identify opportunities for efficiency and improvement

Key requirements

• Strong leadership and people management skills
• Knowledge of CRM platforms, self-service and workflow automation supporting customer access and transformation
• Experience managing teams for 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 and operational workstreams
• Strong planning and prioritisation skills
• Experience managing stakeholders, suppliers and cross‑functional teams
• Ability to translate business objectives 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 oversight
• Strong communication, influencing and relationship-building skills
• Commitment to continuous improvement and customer-focused service delivery

• Strong leadership and people management
• Excellent communication and relationship-building
• Influencing and stakeholder management
• CRM platforms
• Self-service and workflow automation
• Online forms and case management

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