Organisation: Gateshead Council
Job Category: ICT
Location: Civic Centre, Gateshead
Salary: £48,226 – 51,356
Salary Band: £40001 to £50000
Contract Type: Permanent
Working Pattern: Full time
Date Posted: 06-11-2025
Closing Date: 23-11-2025 11:59
Reference: 288358
About the job
Business Transformation and Customer Engagement Manager
Location: Civic Centre,
Hybrid Working pattern: 60% of time in the office
Do you want a role where you’re recognised for what you do, given the opportunity to thrive and have the chance to be the best version of yourself? Interested in joining a great organisation with an employee offer and experience that rivals others? Are you looking for a new challenge? If so, please keep reading as you’re just what we’re looking for!
The team:
As part of IT Services within the Resources and Digital Directorate, our Business Transformation and Customer Engagement team leads the way in using technology to drive meaningful change across the Council. To help empower colleagues, deliver on Council priorities, and shape the future of our services through innovative digital solutions.
The team identifies service challenges, champion technology as a catalyst for transformation, drives the effective use of digital tools, and ensures all employees are equipped with modern tools to perform their roles efficiently.
About the role:
As our new Business Transformation and Customer Engagement Manager, you’ll play a pivotal role in shaping the future of our services. You’ll drive business relationships, identify and seize technology opportunities, design innovative solutions, and lead major IT transformation projects that make a real difference.
What you’ll do:
• Oversee IT project management, change management and procurement processes, providing governance, guidance and delivery to ensure smooth transitions and value for money.
• Support your team’s growth and handle employee matters with care and professionalism.
• Manage IT communication and engagement strategies to keep everyone informed and inspired.
• Champion service redesign and manage Service Level Agreements (SLAs) to deliver outstanding results.
• Step in for the Strategic Service Manager when needed, demonstrating leadership and adaptability.
What we’re looking for:
• Proficiency in Microsoft 365 and a keen awareness of IT trends and government digital strategies.
• Experience in risk and contract management, ITIL processes, and leading large-scale transformation projects.
• Strong skills in communication, negotiation, project documentation, change management, procurement, and team leadership.
What you’ll bring:
• A project management qualification (such as Prince 2 or agile), a degree or equivalent experience, and a passion for continuous learning.
• A customer-focused mindset, excellent communication, teamwork, the ability to develop others, adaptability, and a drive for personal and team performance.
Join us and help shape the digital future of our Council—where your expertise and leadership will empower colleagues and deliver real impact for Gateshead.
A bit about Gateshead Council…
Gateshead is a constantly changing borough combining modern facilities with a fascinating heritage and the demand for our services continues to grow. We engage with many partners and contract a high number of services to deliver the best outcomes for our community. We’re truly committed to providing our customers with the highest quality of service and we need like-minded people who can help us deliver a sector leading service. We need people who want to make a difference, who are talented, possess the right knowledge and skills and who want the chance to demonstrate how good they are.
People really are our greatest asset at Gateshead Council, and we value every employee. We encourage our people to think differently, do the right thing and be innovative.
What’s in it for you? Well, there’s so much on offer and here’s just a few of the highlights!
• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don’t just offer a great salary – we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions – a cost-effective, environmentally friendly way to drive.
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services – plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases.
It’s time to apply!
We’re delighted that you want to come and work with us. It’s important that you read the job profile in full and check that you meet the essential criteria, because when we start choosing people to come and meet us, we’ll be checking to ensure that they meet the essential criteria as set out in the job profile.
If you require an informal discussion about this role, please contact Joanne Richardson by email joannerichardson2@gateshead.gov.uk or via telephone 0191 433 2822
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www.northeastjobs.org.uk/job/_/288358