IT Improvement Manager

About the role

We are seeking an experienced IT Improvement Manager to lead a culture of continuous improvement across Cafcass’s IT services. The role will shape the end‑to‑end customer experience, drive digital transformation and enhance efficiency through innovation, automation and process optimisation.

Key responsibilities

• Lead and embed continuous improvement initiatives across all IT services.
• Develop and implement a structured, organisation‑wide improvement framework.
• Identify, analyse and prioritise improvement opportunities using data and insight.
• Facilitate cross‑functional workshops and improvement activities.
• Manage an improvement budget and demonstrate return on investment.
• Enhance ITIL‑aligned processes such as incident, problem, change and asset management.
• Define, track and report KPIs and performance metrics to senior leadership.
• Champion innovation, automation and Microsoft 365 optimisation.
• Build strong partnerships with internal stakeholders and external suppliers.
• Coach and mentor colleagues in Lean and continuous‑improvement methodologies.

Required profile

• Proactive leader with extensive experience in IT service management and improvement.
• Proven ability to influence and collaborate at all organisational levels.
• Strong analytical, problem‑solving and stakeholder‑engagement capabilities.
• Experience managing budgets and delivering value for money.

Required skills

• ITIL (Managing Professional level or equivalent).
• Lean and Six Sigma methodologies.
• Microsoft 365 suite optimisation.
• IT service management and process improvement.

What we offer

• Competitive salary.
• Generous annual leave (28 days).
• Opportunity to work in a digital organisation rated ‘outstanding’ by Ofsted.
• Collaborative environment with public‑sector impact on children and families.