ICT Senior Manager: Customer Experience

3C ICT is a shared service between Cambridge City Council, Huntingdonshire District Council and South Cambridgeshire District Council. The shared service was established in April 2016 and provides Operational ICT and Digital Advisory Services to the three Councils. Our team of circa 80 staff provide a range of services within four service towers: Change and Finance, Operational ICT and Application/Digital Development, Customer Experience and Support, and Enterprise Architecture and Information Assurance.

Our vision is to help the three Partner Councils standardise, automate, integrate, and optimise their IT systems to maximise their investment in digital technologies, whilst ensuring safe, resilient and performant services. Ultimately, our work improves outcomes for local residents and businesses, giving our staff the opportunity to feel that they are contributing to the local area in a positive way and supporting those most in need through difficult times.

As part of a recent restructure and a desire to improve the Customer Experience and approach to IT Service Management into the Partner Councils, a new role has been introduced within the 3C ICT Service. We want to employ staff who embody our icare values (Inspiring, Collaborative, Accountable, Respectful, Enterprising), all of which support our ultimate purpose of putting our customers first.

This is a new role within the ICT Leadership Team, reporting directly to the Chief Digital Information Officer (CDIO). As a result, there is an opportunity to shape the role and amend boundaries to meet service needs and have a wider influence across the 3C ICT Service. This is an exciting time to join 3C ICT Services, as we build upon a year of service improvements and ensure we have the capacity and capability to drive the service forward to meet Partner Council needs.

This role will be part of a newly established ICT Leadership Team, delivering our ongoing service improvement journey, contributing to the redesign of our services and shaping how we deliver in the future. This is a fantastic opportunity to use your knowledge and experience to be part of something truly exciting, where you will play a pivotal role.

The primary focus of the role will be to establish revised Service Management 'best practice' across the 3C ICT Service, with a focus on provisioning customer-centric services that ensure a resilient, consistent IT operational service. The configuration and adoption of the IT Service Management (ITSM) tooling will be led by this role and ensure alignment across all functions with known standards and methodologies, measured by Key Performance Indicators (KPIs).

The role will also be responsible for all customer support services across the service desk, end-user computing (EUC), and application support. The application support function has been merged into the wider customer support function for the first time, so a key initial goal will be to fully integrate these services. The role will promote a 'customer first' culture, ensuring all Partner Council colleagues can work effectively with limited support needs.

You will be an established senior IT professional with extensive experience in delivering customer support services, aligned to industry 'best practice'. Used to establishing ways of working and motivating colleagues to adopt new ways of working.

You will have extensive knowledge of IT Service Management and Operational IT methodologies, and how to configure them to best meet customer expectations. This will include adopting the benefits of our Microsoft E5 licensing, promoting self-service and zero-touch deployments of EUC devices, and driving down the costs of deploying and supporting a large IT estate.

You will act as the 'voice of the customer' in relation to all decision-making, including at the Change Advisory Board (CAB) and in relation to wider approaches across the 3C ICT Service. You will also be the lead for IT communications to the user base, ensuring they are aware of new functionality and kept informed of any issues and their resolution timescales.

An offer of employment is conditional upon having the right to work in the UK. HDC does not hold a Sponsorship Licence and is unable to provide a Certificate of Sponsorship (CoS) or take over sponsorship for any role.

To apply for this position, please complete the application form. The closing date is 9am 30 January 2026. However, this is a rolling campaign and we will be reviewing applications on an ongoing basis and will close the advert early should we receive suitable applications, so please don’t delay in applying!

This role will be undertaken on a hybrid working arrangement, with some home working where appropriate. However, candidates should expect to work on-site for most of the time. Candidates should therefore be within commutable distance of our offices across Cambridgeshire and be able to attend meetings as required.

As an employer who values diversity of thought, we seek to hire candidates from a range of backgrounds to make our organisation more innovative. We are seeking candidates for their next career opportunity on a full-time basis.

Should you have any additional questions regarding submitting an application, please contact the Recruitment Team at recruitment@huntingdonshire.gov.uk.

Please note that the official closing date is as above, and will be the correct date. Some third-party websites may have different dates. Please refer to the HDC website for the official closing date to ensure you do not miss out on applying.

As an employer who values diversity of thought, we seek to employ candidates from a range of backgrounds in order to make our organisation more innovative. We are seeking candidates who are looking for their next career opportunity and are supportive employers, enabling our staff to work in an environment that produces high standards of work in an employee-led environment.

Equality, diversity and inclusion are at the heart of our recruitment and along with our values we are committed to creating an inclusive working environment, where diversity is valued and there is equality of opportunity. We therefore welcome applications from all sections of the community and we offer a range of benefits, including flexitime, to encourage a work-life balance.