Service Design and Assurance Manager

About the role

Do you want to shape digital services that genuinely make a difference to colleagues and residents across East Sussex? If so, apply now!

Then this is your opportunity to lead the design, performance and continuous improvement of a diverse portfolio of IT & Digital services that underpin everything the Council does – turning strategy into customer‑centred, resilient services that deliver real value.

We’re looking for an experienced and forward‑thinking Service Design & Assurance Manager to lead a critical portfolio of IT & Digital services that support both our organisation and the residents of East Sussex.

This is a unique opportunity to shape not just services, but how people experience them - with responsibility spanning service design, service performance, digital front door, knowledge management, and leadership of our Continual Service Improvement, Tech Advocate and Accessibility teams.

You’ll play a central role in ensuring our services are customer‑centred, inclusive, and designed to deliver real value, while enabling colleagues across the organisation to work more effectively.

The role includes leadership of multidisciplinary teams, including Service Analysts, Tech Advocates and the Accessibility Support team, ensuring a joined‑up approach to service delivery and user experience across IT & Digital.

This role is hybrid, with an expectation of working from County Hall, Lewes at least one day a week and more frequently if there is a business need.

We are looking for a confident and collaborative manager who can operate strategically while delivering tangible outcomes.

• Experience of managing a complex portfolio of digital or technology‑enabled products and services, with clear accountability for performance and customer experience.
• Experience developing collaborative solutions gained through a full project lifecycle.
• Experience in delivering business solutions in Content Management and associated technologies, particularly Microsoft SharePoint, search platforms and other Knowledge Management tools.
• Established expertise in IT service management, including service design, continual improvement and service catalogues.
• Ability to operate strategically, translating organisational priorities into deliverable service outcomes while balancing risk, value and dependencies.

We offer a diverse range of benefits to help and support you during your employment.

Vocational Training through Apprenticeships is now available to our staff, ranging from entry level to degree level qualifications.