Senior Manager of Applications for Customer Office

About the job

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.


What you will be doing:

Civica is embarking on a major systems transformation strategy to support our goal to be the leading global GovTech champion. We are renewing all our key business applications. This role, which is a key role in our IT Enterprise Applications team, will lead that renewal process for our systems in the Customer Office area, covering technical support, professional services, and customer success.

As a first step, we are in the process of launching Salesforce Service Cloud within our customer support organization, and so familiarity with Salesforce would be a significant advantage.

This is an opportunity to build a leading-edge capability leveraging best-of-breed tools and Gen-AI capabilities to transform our customer office systems by leveraging self-service and automation.

The role will be the key business partnership role within IT for the senior leaders in the customer office organization and will lead an integrated development team in the delivery of these capabilities. Inspiring and coaching the team to deliver innovative solutions to meet customer needs with high standards is a key part of this leadership role.

Key Responsibilities:

• Act as the key relationship leader within IT for senior management in the customer office organization
• Understand emerging requirements and turn these into innovative technical solutions
• Deliver these solutions on time and to a high quality, leveraging an internal development team, external partners, and other resources across the organization
• Develop and lead a suitable delivery team, based on a mix of onshore and offshore capabilities
• Contribute to 3rd party vendor relationships for customer office applications
• Lead ongoing enhancement of Civica’s Customer Communities site
• Manage automation of processes across customer office
• Educate key business partners on new systems capabilities and on the benefits of the transition from good to ‘best of breed’
  
  

Requirements

We'd like you to have experience with:

• Salesforce knowledge and expertise
• Team leadership in a mixed onshore/offshore setting; fostering a high-performing team culture
• Business partnership at a senior (Director/VP) level
• Agile development methodologies
• Lead the definition and evolution of roadmaps
• Turning business requirements into delivered solutions
• Collaborative in approach
• Passionate about realising the potential in others
• Strong subject matter expertise
• High quality written and oral communication.
  

It would also be great if you have experience with:

• Management of multi-location teams (UK and remote).
• Experience of working with 3rd party vendors
• Degree in Computer Science or other technical discipline
• Significant experience in a development environment
  
  

You should apply if you:

• Are knowledgeable and experienced yet flexible; we value strong opinions, loosely held
• Are comfortable with ambiguity
• Enjoy mentoring colleagues
• Are able to both collaborate closely, and work independently
• Can communicate effectively with both technical and non-technical colleagues, including senior management
  
  

Benefits

Why You'll Love Working with Us

As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.

We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:

• Diversity & Inclusion: We're all different—and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans, new and old.
• Focus on Learning: There are heaps of opportunities to help you grow and be your best. We encourage you to drive your personal development and career.
• Giving Culture: We encourage you to "give back" with benefits such as our Days of Difference leave, where you can volunteer for a charity of your choice.
• Flexible Work: We have the technology and tools to support you working in our hybrid environment
  
  

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.