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.

For further discussion about this opportunity, please e-mail Robert Craine to arrange an informal discussion. robert.craine@sheffield.gov.uk

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 who 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.