ICT Senior Manager: Customer Experience

3C ICT Overview

3C ICT is a shared service between Cambridge City Council, Huntingdonshire District Council and South Cambridgeshire District Council. The shared service was established in April 2016 and provides Operational ICT and Digital Advisory Services to the three Councils.

Our team of circa 80 staff delivers a range of services within four service towers:
Change and Finance, Operational ICT and Application/Digital Development, Customer Experience and Support, and Enterprise Architecture and Information Assurance.

Our vision is to help the three Partner Councils standardise, automate, integrate, and optimise their IT systems to maximise their investment in digital technologies, whilst ensuring safe, resilient and performant services. Ultimately, our work improves outcomes for local residents and businesses, giving our staff the opportunity to feel that they are contributing to the local area in a positive way and supporting those most in need through difficult times.

A new role, ICT Senior Manager Customer Experience, has been introduced within the 3C ICT Service as part of a recent restructure to improve the Customer Experience and approach to IT Service Management across the Partner Councils. The role reports directly to the Chief Digital Information Officer (CDIO) and is part of the newly established ICT Leadership Team.

• Establish and evolve Service Management ‘best practice’ across the 3C ICT Service, focusing on provisioning customer‑centric services that ensure a resilient, consistent IT operational service.
• Lead the configuration and adoption of IT Service Management (ITSM) tooling, ensuring alignment across all functions with known standards and methodologies and measuring success by Key Performance Indicators (KPIs).
• Oversee all customer support services across the service desk, end‑user computing (EUC), and application support, integrating application support into the wider customer support function.
• Promote a “customer first” culture, ensuring Partner Council colleagues can work effectively with limited support needs.
• Act as the voice of the customer in all decision‑making, including on the Change Advisory Board (CAB) and across wider approaches within the 3C ICT Service.
• Lead IT communications to the user base, keeping them informed of new functionality, issues and resolution timescales.

• Established senior IT professional with extensive experience delivering customer support services aligned to industry best practice.
• Proficient in IT Service Management and Operational IT methodologies, with a track record of configuring them to meet customer expectations.
• Experience with Microsoft E5 licensing, promoting self‑service and zero‑touch deployments of EUC devices, and driving down the costs of deploying and supporting a large IT estate.
• Demonstrated ability to motivate colleagues to adopt new ways of working and to establish effective ways of working.

An offer of employment is conditional upon having the right to work in the UK. HDC does not hold a Sponsorship Licence and is unable to provide a Certificate of Sponsorship or take over sponsorship for any role.

To apply for this position, please complete the application form. The closing date is 9am 30 January 2026. This is a rolling campaign and will close early if suitable applications are received.

This role will be undertaken on a hybrid working arrangement, with some home working where appropriate. Candidates should expect to work on‑site for most of the time and be within commutable distance of our offices across Cambridgeshire.

As an employer who values diversity of thought, we seek to hire candidates from a range of backgrounds to make our organisation more innovative. Please contact the Recruitment Team at recrui with any additional questions regarding the application.