Digital & User Experience Manager

Access a wealth of resources. About the Team: The Surrey Fire and Rescue Logistics team plays a critical role in supporting the Fire and Rescue Service, ensuring that our operational crews have the right tools, equipment, and resources to deliver life-saving services.

The team manages a broad range of IT Solutions and other critical resources. This role is essential in delivering high-quality support to frontline teams, ensuring operational readiness and effective digital management.

About the Role

As part of Surrey Fire and Rescue Service (SFRS), you will lead the delivery of high-quality IT support and project services by managing the SFRS IT team and working closely with Surrey County Council (SCC) IT. A key part of your role will be ensuring the service is resilient and adaptable in preparation for potential changes arising from Local Government Reorganisation (LGR) and devolution.

You will oversee service continuity, ensuring your team is well-trained, resourced, and aligned with SFRS procedures. Maintaining high levels of customer satisfaction will be essential, achieved by reviewing feedback and adapting services accordingly. You\’ll also manage risk and compliance, particularly in handling major incidents, and apply ITIL practices to ensure effective knowledge management and long-term service improvement.

In addition, you\’ll be responsible for managing team performance, supporting staff welfare, and ensuring alignment with strategic goals. You\’ll also lead on service implementation and transition, including producing timely post-incident reports and embedding lessons learned.

Shortlisting Criteria

• Degree/ HNC or equivalent, or substantial relevant experience in a relevant IT subject.
• Excellent line management skills with an ability to motivate, coach and develop staff.
• Strong understanding of specialist IT areas, ITIL principles and their application, and excellent knowledge of cyber security principles and practices.
• Extensive knowledge of practices and procedures relating to business planning, financial and contractual management.
• Ability to establish and maintain highly effective working relationships with a range of stakeholders.
• Proven ability to apply project management principles and techniques to a wide range of complex projects with the ability to collate, monitor and interpret large ranges of data.

Application Questions

1. Can you share an example of when you supported a team member\’s development or helped improve team performance? What actions did you take and what was the result?
2. Tell us about your experience working in cyber security. How have you used your expertise to strengthen systems or respond to threats?
3. Describe a time when you supported a project or service by applying your knowledge of business planning, financial management, or contract oversight. What was your role, and what impact did your contribution have?
4. Tell us about a complex project where you encountered a significant challenge or issue. How did you approach it, what steps did you take to resolve it, and what was the outcome?

The job advert closes at 23:59 on 12/10/#####, with interviews planned to follow.

The Core Code of Ethics in Fire and Rescue

Our ethical principles: Putting our communities first, Integrity, Dignity and respect, Leadership, Equality, diversity and inclusion.

• Putting our communities first: We put our communities first by putting the interest of the public and service users first.
• Integrity: We act with integrity by being open, honest and consistent in everything we do.
• Dignity and respect: We act with dignity and respect by making decisions objectively based on evidence, without discrimination or bias.
• Leadership: We are leaders by being positive role models, always demonstrating flexibility and resilience, we\’re all accountable for everything we do and challenge behaviour that falls short of the highest standards.
• Equality, Diversity and Inclusion (EDI): We are ambassadors of equality, diversity and inclusion (EDI) by continually recognising and promoting the value of EDI both within the FRS and the wider communities in which we serve.

This role has a starting salary of £52,047 per annum, based on a 36 hour working week. We are thrilled to be hiring a new Digital & UE Manager to join our fantastic Logistics team within the Fire and Rescue Service.

Rewards and Benefits: 26 days\’ holiday, rising to 28 days after 2 years\’ service and 31 days after 5 years\’ service, option to buy up to 10 days of additional annual leave, an extensive Employee Assistance Programme (EAP), up to 5 days of carer\’s leave per year, paternity, adoption and dependents leave, a generous local government salary related pension, lifestyle discounts, and 2 paid volunteering days.