Job description
Service Manager (Automation)
We have an exciting opportunity for a Service Manager to lead the Digital Access Automation Team to help drive forward the Council’s Digital and Customer Experience strategies.

ABOUT US

Digital Access is a dynamic and innovative service within ICT and Digital Innovation, committed to delivering exceptional services to our customers. Sheffield City Council is currently embarking on an exciting digital journey that’s focused on delivering our Future Sheffield Programme. Our Digital Access Automation Team is key to this journey, and we are looking for a Service Manager to take the lead in shaping and delivering our automation strategy.
As Service Manager, you’ll work at the cutting edge of digital technology to drive automation, process improvement, and efficient service delivery. You’ll lead a dynamic, cross-functional team to bring transformative digital solutions that improve services for Sheffield’s citizens.

SKILLS AND EXPERIENCE

We are looking for a person who:

• Has significant experience leading cross-functional teams in the digital and automation space.
• Has advanced knowledge of digital technology, particularly Microsoft Power Platform and Azure, and how it can be applied at both a local and enterprise level.
• Has experience designing and delivering digital transformation projects in large, complex organisations.
• Demonstrates excellence in stakeholder management, building relationships across technical and non-technical teams.
• Understands digital governance, information management, and industry best practices.
• Has a proven track record of developing strategies and policies in emerging digital technologies.

Working for Sheffield City Council brings with it great opportunities and benefits. The package includes one of the best pension schemes available and flexible working arrangements.
Assessment for the role will be based on an application form considering your relevant skills, knowledge and experience.
Shortlisting will be carried out based on the job description and the specific skills and experience requirements listed above. While the main responsibilities and duties of the role are detailed in the job description, this is generic to a number of posts within ICT & Digital Innovation.
Please contact ben.marston@sheffield.gov.uk for an informal discussion about the post.
If selected for interview, this will be combined with a brief presentation.
Sheffield City Council does not accept CVs
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 Disability Confident Scheme, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview.
All successful candidates will be required to complete a Basic DBS Check.
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

THE ROLE

You will lead a talented team of Business Change Managers, Developers and Officers, driving the use of automation to enhance the Council’s services. The team works closely alongside Digital Access colleagues who specialise in Telephony, CRM and website development. Upcoming projects include the use of AI to improve the customer experience.
You will work collaboratively across technical and non-technical stakeholder groups to establish policies and strategies that shape the team’s approach to meeting our customers’ needs. The Council has invested in the Microsoft Power Platform and Azure toolset and the team has already delivered solutions achieving significant efficiencies and savings.

KEY RESPONSIBILITIES:

• Strategic Leadership: Contribute to city-wide and service-specific strategies by providing expertise, and producing policies, proposals, and reports related to automation.
• Team Leadership: Lead, mentor, and develop a multidisciplinary team, fostering growth, collaboration, and innovation.
• Finance: Make budget decisions in conjunction with the Head of Service.
• Automation Strategy: Design and implement strategies that drive the adoption of automation, ensuring alignment with both the Council’s Digital Strategy and broader business goals.
• Process Improvement: Identify and implement automation opportunities within services that streamline operations and enhance service delivery.
• Collaboration: Build relationships across ICT, the business and suppliers, understanding evolving digital needs and delivering impactful automation solutions.
• Governance & Best Practices: Ensure all automation initiatives adhere to best practices, governance, security, and compliance standards.
• Change Management: Establish processes for services to request change, for agile development, and for application lifecycle management.
• Performance Monitoring & Reporting: Create metrics to monitor automation effectiveness, maximizing the impact of the Council’s digital investments.