Digital Services Manager

Digital Services Manager 

West London - Runnymede - £49884 - £57024


  1. To foster a ‘one team’ culture in Digital Services 
  2. To provide strong leadership, direction and motivation to the Digital Services team
  3. To lead on change management and project management and to demonstrate a high level of organisational skills and the ability to manage competing priorities
  4. Redesign and improve the Digital Services offering to provide exemplar solutions to enable the council to deliver the Corporate Plan
  5. Ensure all stakeholders receives a right-first-time, consistent, well-performing, efficient customer experience
  6. Act as subject expert on major ICT transformation projects ensuring they are delivered on-time; on budget and to a high level of quality
  7. Provide professional and subject matter expertise within the Digital Services team, using both industry best practice knowledge and effective leadership.
  8. Proactively identify commercial and innovative opportunities with stakeholders and partners that may benefit the Council.
  9. Monitor developments in digital technology and identify ways in which these technologies can be applied to improve outcomes for residents, partners, visitors and businesses
  10. Assist Head of Service on contracts, procurement and budgets as required
  11. To attend the various governance groups both internally and externally such as Strategic Transformation Group, Business Assurance Group and Surrey IT Managers group
  12. Champion a culture of continuous improvement across the Digital Service to sustain high standards of performance, service level agreements and ensure that key performance indicators are achieved.
  13. To recruit, develop, support, motivate and performance manage the Digital Services team  through effective day to day management
  14. To determine the most cost effective use and deployment of resources in order to achieve Council and service objectives and deliver value for money
  15. Monitor the work of suppliers and third party contractors to ensure contract compliance when installing and supporting new and existing systems
  16. To keep abreast of new and anticipated changes in legislation relating to digital services and introduce and/or recommend such changes in procedures that ensure compliance
  17. Create and maintain procedures and other necessary documentation relating to problems reported by service users, requests for changes to systems and the procurement of new systems
  18. Ensure the high level of security compliance required by PSN Code of Connection and PCI DSS along with the necessary procedures. Ensure that corporate procedures and levels of documentation are maintained in particular as these relate to security measures and backup procedures
  19. Ensure the digital platform is correctly configured so as to provide for maximum availability and functionality
  20. Ensure the documented Change Control process is followed at all times
  21. Contribute to the drafting of Business Cases by advising of the technical options available and recommend solutions
  22. Align ICT risk management with the Council’s overall risk management strategy
  23. To ensure the integrity and resilience of the Council’s ICT services are maintained, contributing to planning and processes for business continuity and disaster recovery, information and data security and the management of change. In the event of an incident which disrupts the Council's ability to deliver its critical functions, to undertake duties within your competencies in other departments and/or at other locations.
  24. Ensure all disaster recovery tests and security penetration tests are fully completed at least annually and any non-conformances rectified as a matter of urgency


  1. To ensure compliance with the Council’s Customer Care Code


  1. To ensure fairness and equality of treatment to customers and staff and adherence to the Council’s equal opportunities policies as they relate to services and employment
  2. To ensure effective prioritisation of tasks and management of time
  3. To understand what good Customer Service is and how to provide it
  4. Represent the Digital Services team and Council in a professional and positive manner with both internal and external stakeholders
  5. Undertake training as and when required
  6. Comply at all times with the relevant security, privacy and data protection standards.
  7. Any other duties which may be allocated from time to time which are commensurate with the post holder’s qualifications and experience



A. Managing and Developing Performance


  • Promotes a positive team culture where individuals are encouraged, supported and developed
  • Sets clear expectations on required performance and outcomes, ensuring that individual and team tasks and objectives are achieved         
  • Provides regular constructive feedback and guidance through one-to-one conversations and quarterly and year-end reviews
  • Manages performance and sickness absence issues effectively and in a timely manner
  • Accepts and takes responsibility for teams actions and results


B. Customer Focus


  •  Focuses’ own and team efforts on delivering a high quality and committed service  
  •  Promotes a team culture of collaborative working and customer focus
  •  Develops best customer service practice
  •  Actively builds and maintains a network of colleagues and contacts to achieve progress           on Council / Service objectives
  •  Effectively plans and allocates resources to deliver maximum efficiency and excellent           results and customer service


C. Technical Skills and Innovation


  • Demonstrates excellent technical knowledge and skills
  • Demonstrates an awareness of new trends and developments in their field
  • Ensures own and teams technical knowledge and skills are up to date
  • Actively promotes an environment of innovation, creativity, problem solving and change
  • Demonstrates an ability to design and implement new  / cutting edge programmes and processes


Please sent your CV to Richard.RobertsJones@thenorthstarr.com