IT Improvement Manager

Job summary

While predominantly known for the role Cafcass takes in supporting almost 140,000+ children and young people in family court cases, what may be less well known is that our targeted use of technology is a key factor in ensuring we are at the forefront of our sector.

A digital organisation rated ‘outstanding’ by Ofsted in 2024, our IT team, in collaboration with our private sector partners, provides the technology that is a critical enabler for our diverse, flexible, mobile workforce. We are proud to work hand-in-hand with colleagues to provide the tools and services that ultimately benefit children and families.

As we continue to evolve and grow our team, we are recruiting for a number of roles that whilst distinct, have some common features and therefore you may want to view all of these to decide which best play to your strengths >current vacancies.

Job description

We are looking for an experienced IT Improvement Manager to lead and embed a culture of continuous improvement across Cafcass IT services. This is a key leadership role, accountable for the end‑to‑end customer experience, driving service improvements, digital transformation, and maximising efficiency through innovation, automation and process optimisation. Whilst we already achieve a 95% staff satisfaction with our technology, we’re ambitious to make it even better.

You will work closely with IT teams, business stakeholders and suppliers to identify improvement opportunities, implement best practice, and ensure services remain fit for purpose, secure and value‑driven.

Key responsibilities

• Lead continuous improvement initiatives across the IT service
• Develop and deliver a structured, organisation‑wide improvement approach
• Identify, analyse and prioritise improvement opportunities using data and insight
• Lead cross‑functional workshops and improvement activity
• Manage an improvement budget and demonstrate return on investment
• Improve ITIL‑aligned processes (e.g. incident, problem, change and asset management)
• Define and track KPIs and performance metrics, reporting outcomes to senior leaders
• Champion innovation, automation and Microsoft 365 optimisation
• Build strong partnerships with stakeholders and external suppliers
• Coach and mentor colleagues in continuous improvement and Lean methodologies

Person specification

You will be a proactive and credible leader with strong IT service management and improvement experience, comfortable influencing at all levels.

You will have:

• Substantial experience delivering IT service improvements using structured methodologies (e.g. ITIL, Lean, Six Sigma)
• Proven IT service management experience
• Experience leading cross‑functional teams and managing suppliers
• Strong analytical, problem‑solving and stakeholder engagement skills
• Experience managing budgets and demonstrating value for money

Desirable:

• Degree‑level qualification (preferably IT‑related)
• ITIL certification (Managing Professional or equivalent)

Benefits

What we offer

In addition to a competitive salary, we offer generous annual leave (28 days rising to 33 days with 5 years’ continuous service, and it may be possible to recognise your current service), a Local Government Pension Scheme with significant employer contribution and a range of other financial and non-financial benefits to support your financial, physical and mental wellbeing.

Where you will work

If you join us, whilst your contractual office base will be one of the 30+ offices we have across England, it is highly likely you will work remotely as you will be part of a team based around the country. However, you can expect some level of national travel for things like meetings with your team, senior leaders and key suppliers.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Here is an indicative timeline for the recruitment process:

Initial interview (remote via Teams)

8 & 9 July 2026

Meet the team (remote via Teams)

16 July 2026

Final interview (in-person, Leeds)

21 July 2026

We have purposefully set an initial deadline not too far away but reserve the right to extend. If we do, this doesn’t necessarily reflect the quality of anyone that has already applied, only that we wish to extend to allow more people to apply and give ourselves the broadest pool of applicants to consider.

While we don’t wish to discourage you from using AI as a support tool, applications should reflect your own thinking, experience and voice, as overreliance on AI‑generated content may limit our ability to assess your suitability for the role.

As long as you have started your application by the closing date, you will have up to two days to complete and submit your application.

The ‘meet the team’ is an informal opportunity for you to meet the wider IT team (including those you may line manage) and key internal stakeholders, something that when we’ve recruited previously applicants have found valuable in helping them to get a deeper insight into our team, organisation and culture.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Cath Maloney
• Email : Catherine.Maloney@Cafcass.gov.uk

Recruitment team

• Email : hrresourcing@cafcass.gov.uk

Further information

www.cafcass.gov.uk