Service Design and Assurance Manager

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.

You will demonstrate:

• 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. 

Please download the job description and person specification for more information.

For guidance on how to write an application see our how to apply page  and our statement on the use of AI.

Interviews will take place in-person at County Hall, St Anne's Crescent, Lewes, East Sussex, BN7 1UE

Interviews are expected to take place during August 2026. If you are unavailable, please let us know and we may be able to offer an alternative interview date.

Candidates who meet certain criteria are given priority when we shortlist. See our priority status page for details.

We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.

Vocational Training through Apprenticeships is now available to our staff, ranging from entry level to degree level qualifications. You can talk to the hiring manager and the apprenticeship team about what qualifications would be relevant to you and this job role, and if it is possible to support you in apprenticeship training.

For an informal discussion about this opportunity contact Becky Moussa, Products & Services Managers at [email protected] to request a MS teams call or phone call.

Be part of something that makes a difference – for our communities, our colleagues and our future.

Choose East Sussex!