This Vacancy has closed.

Digital Customer Programme Manager

  • Employer: Brighton & Hove City Council
  • Reference: orbis/TP/539/33397
  • Published: Fri 19/05/2023, 0:00 AM
  • Closing on: Sun 11/06/2023, 0:00 AM
  • Working Pattern: Full Time
  • Hours: 37
  • Salary: £47573 - £51321
  • DBS Check: No
  • Location: Hove Town Hall

Vacancy Location

More Information

Digital Customer Programme Manager

Job introduction

We are looking for a highly motivated, inspiring, and articulate Programme Manager with a significant technology background, along with excellent organisational and communication skills, to help shape and lead an ambitious programme of digital initiatives to improve how the Council interacts with customers and uses digital tools and practices for transactions and delivery of services.

The ambition for the programme is that: Digital channels are used for all transactional services and meet customer expectations, with customers able to interact with ‘One Council’. Services are designed with a customer-centric focus and digital tools are used to support more vulnerable clients. 

The role is a new one created to direct a range of projects within one of the five core capabilities of the council’s Digital Data and Technology (DDaT) strategy. DDaT is one of several organisational pillars in the Council’s Business Framework, with a significant role to play in developing how the organisation delivers services.

Additional funding has been made available to support the 5 core DDaT Capabilities: Digital Customer, Digital Organisation, Data, Foundational IT and Service Systems. The role will be fundamental to the delivery of the transformational work within the Digital Customer programme. It will play a key part in driving innovative corporate solutions to deliver modern accessible customer services, support services with ongoing channel shift, and develop our data-driven One Council experience supported by a Tell Us Once ambition across our main services and systems, an ambition fully endorsed in our Customer Experience Strategy.

This is a permanent position.

For an informal discussion, please contact Dan Snowdon - Head of Engagement and Digital Innovation initially via email:

About the role

This is an important new role that comes at a time when the organisation is increasingly investing in improving services for customers and staff with effective use of digital and data.
To meet the need of the programme and this role you will need: 
  • Experience in project managing digital products with a focus on customer value and delivery;
  • Ability to work effectively within a complex organisation, managing resources in a matrix style, with frequent interactions with product managers, developers, and senior stakeholders;
  • Ability to communicate clearly, manage change effectively, and influence all levels of an organisation;
  • Strong technology skills;
  • Strong leadership and delegation skills; and
  • Experience of programme and change management methods and tools.
As Programme Manager, you will be required to:
  • Use your organisational and domain expertise to provide IT&D Digital and Data teams with strategic direction and prioritisation of projects and workstreams;
  • Create and deliver plans for communication and engagement, and design and deliver processes to manage risks and issues;
  • Support the development, maturing, and communication of robust governance and decision-making arrangements;
  • Support the Senior Responsible Officer in managing the day-to-day activities required to execute this key strategic programme;
  • Work collaboratively with subject matter experts, colleagues, and service stakeholders to build relationships and support the delivery of projects and workstreams;
  • Create and deliver programme updates to senior stakeholders and management;
  • Create and maintain management reports to highlight progress, including risk identification and mitigation;
  • Collaborate with IT&D managers and directorate representatives and utilise project management techniques to plan, control, and monitor allocation and use of budget and resources effectively;
  • Own, champion, and protect the strategic objectives, planned outcomes, and delivery approaches required to meet the programme’s ambitions; and
  • Help build and maintain a strong and motivated delivery team, demonstrating leadership, providing rationale, clear direction and prioritisation, and robust decision-making based on a detailed understanding of the council’s digital landscape and assets.

While not essential, a background of managing change or digital transformation in the public sector and, ideally, local authorities is beneficial.

The role reports to the Head of Engagement and Digital Innovation. That team includes IT&D Business Partners, other Programme Managers, the Digital Strategy Manager, and our Information Security/ Information Governance Manager. 

The post holder will be accountable to the Programme SRO, will work closely with the Data Programme Manager, the Business Partners, the Digital Strategy Manager, and the Digital Transformation Consultant, and will have daily touchpoints with the delivery teams and Product Owners. The post holder will also work closely with the DDaT governance bodies, including regular interaction with Business Improvement Managers.

Building and maintaining positive stakeholder relationships at all levels will be key to gaining an excellent understanding of customers and their business drivers while robustly articulating our own architectural principles, data management needs and standards, and prioritisation, to ensure a unified, strategic, and realistic direction across the Council.

Working with us

IT and Digital teams are a diverse and truly international group. You'll find us a very open and welcoming group of colleagues who encourage a respectful, supportive, and collaborative work ethic. 

We completely endorse a flexible workplace, with our staff working full time, part-time, and compressed hours, to fit around care commitments and work life balance needs. The teams are currently working largely remotely, so you'll need experience of working and managing systems and people in this way. The successful applicant may work flexibly but may need attend the office where service demands require it. Should working from home not be possible, safe office accommodation is available. 

If this role interests you, we want to hear from you. 

Please read our Apply for a job at the council ( pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.

As part of your application, you will need to upload your CV and answers to some shortlisting questions. Your answers to the shortlisting questions are the most important part of your application as they will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (CV guidance ( and Shortlisting questions guidance ( as this gives important advice which will increase your chance of success in the shortlisting process.

Additional information

Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.

Work Permits: We may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Visas and Immigration (UKVI) Points-based Immigration System. Please see for more information on the Skilled Worker Visa.

There is the option for the suitable candidate to choose to work mostly from home. Attendance at the office with reasonable notice  would be required on occasion.  This notice would be subject to local team and service working  arrangements. Your contractual location will be the designated council office for your team and travel to and from your contractual location would be at your own expense.

For more information about our values and the benefits of working at the council, visit Why work for us (

Company information

Encouraging a diverse workforce

Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (