IT Improvement Manager

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., 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, 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.

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)

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.