Cafcass (Children and Family Court Advisory and Support Service)
IT Improvement Manager
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While predominantly known for the role Cafcass takes in supporting almost 140,000+ children and young people in family court cases, what may be less well known is that our targeted use of technology is a key factor in ensuring we are at the forefront of our sector.
A digital organisation rated ‘outstanding’ by Ofsted in 2024, our IT team, in collaboration with our private sector partners, provides the technology that is a critical enabler for our diverse, flexible, mobile workforce. We are proud to work hand-in-hand with colleagues to provide the tools and services that ultimately benefit children and families.
About The Role
We are looking for an experienced IT Improvement Manager to lead and embed a culture of continuous improvement across Cafcass IT services. This is a key leadership role, accountable for the end-to-end customer experience, driving service improvements, digital transformation, and maximising efficiency through innovation, automation and process optimisation. Whilst we already achieve a 95% staff satisfaction with our technology, we’re ambitious to make it even better.
You will work closely with IT teams, business stakeholders and suppliers to identify improvement opportunities, implement best practice, and ensure services remain fit for purpose, secure and value-driven.
Key Responsibilities
- Lead continuous improvement initiatives across the IT service
- Develop and deliver a structured, organisation-wide improvement approach
- Identify, analyse and prioritise improvement opportunities using data and insight
- Lead cross-functional workshops and improvement activity
- Manage an improvement budget and demonstrate return on investment
- Improve ITIL-aligned processes (e.g. incident, problem, change and asset management)
- Define and track KPIs and performance metrics, reporting outcomes to senior leaders
- Champion innovation, automation and Microsoft 365 optimisation
- Build strong partnerships with stakeholders and external suppliers
- Coach and mentor colleagues in continuous improvement and Lean methodologies
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About You
You will be a proactive and credible leader with strong IT service management and improvement experience, comfortable influencing at all levels.
You Will Have
- Substantial experience delivering IT service improvements using structured methodologies (e.g. ITIL, Lean, Six Sigma)
- Proven IT service management experience
- Experience leading cross-functional teams and managing suppliers
- Strong analytical, problem-solving and stakeholder engagement skills
- Experience managing budgets and demonstrating value for money
Desirable
- Degree-level qualification (preferably IT-related)
- ITIL certification (Managing Professional or equivalent)
What We Offer
In addition to a competitive salary, we offer generous annual leave (28 days rising to 33 days with 5 years’ continuous service, and it may be possible to recognise your current service), a Local Government Pension Scheme with significant employer contribution and a range of other financial and non-financial benefits to support your financial, physical and mental wellbeing.
Where you will work
If you join us, whilst your contractual office base will be one of the 30+ offices we have across England, it is highly likely you will work remotely as you will be part of a team based around the country. However, you can expect some level of national travel for things like meetings with your team, senior leaders and key suppliers.
Timeline
Here Is An Indicative Timeline For The Recruitment Process
Closing date
{Expiry Date}
Initial interview (remote via Teams)
25-27 August
Meet the team (remote via Teams)
3 September
Final interview (in-person, venue TBC but possibly Leeds or Manchester)
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16 September
We have purposefully set an initial deadline not too far away but reserve the right to extend. If we do, this doesn’t necessarily reflect the quality of anyone that has already applied, only that we wish to extend to allow more people to apply and give ourselves the broadest pool of applicants to consider.
While we don’t wish to discourage you from using AI as a support tool, applications should reflect your own thinking, experience and voice, as overreliance on AI-generated content may limit our ability to assess your suitability for the role.
As long as you have started your application by the closing date, you will have up to two days to complete and submit your application.
The ‘meet the team’ is an informal opportunity for you to meet the wider IT team (including those you may line manage) and key internal stakeholders, something that when we’ve recruited previously applicants have found valuable in helping them to get a deeper insight into our team, organisation and culture.
In anticipation of your application being successful, you might want to read about the offer and pre-employment checks process. As part of your application, you can highlight any concerns or questions about the pre-employment checks and we encourage all applicants to do so, safe in the knowledge such information will not be shared with individuals involved in the selection process.
Please be advised successful applicants will be subject to a range of pre-engagement checks, including a Disclosure and Barring Service check (DBS). In accordance with the DBS code of practice and our own policy, should an individual have a declared criminal offence an individual assessment will be completed. Further information on what the assessment covers can be found by viewing the Cafcass DBS policy.
We look forward to hearing from you
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