Digital Product Manager - London Council - 6 months - £570pd (Inside IR35)
Posted Today by 1775179545
£570 Per day
Inside
Hybrid
London
Summary: The Digital Product Manager role at a leading London council focuses on enhancing and modernizing digital services within Customer Services and the Register Office. This position is critical for replacing legacy systems and improving customer journeys while ensuring alignment with major council-wide initiatives. The role is offered on an initial 6-month contract with potential for extension, emphasizing product leadership and cross-functional collaboration. The ideal candidate will possess strong stakeholder management skills and a background in digital product delivery within complex organizations.
Key Responsibilities:
- Lead the implementation, enhancement, and optimisation of digital solutions, customer-facing platforms, appointment systems, and case management tools.
- Oversee end-to-end product life cycles, from discovery through to deployment and continuous improvement.
- Translate operational needs into clear, prioritised product requirements, user stories, and actionable backlogs.
- Work closely with Customer Services, the Register Office, ICT, and programme teams to design and deliver improved services.
- Build strong relationships with service managers and technical teams across the council and shared service environments.
- Coordinate communication and alignment between Contact Centre operations and ICT teams.
- Support improvements to CRM and Back Office integrations, particularly within Microsoft Dynamics and related systems.
- Ensure digital services remain compliant with council standards, accessibility requirements, and security practices.
- Oversee testing cycles including UAT, validating that solutions meet user needs and operational readiness.
- Align digital delivery with the council's strategic programmes, including the redesigned telephony environment and the wider Wrong Front Door initiative.
- Track performance data, service analytics, and user feedback to identify opportunities for optimisation.
- Produce business cases, project documentation, process maps, and delivery plans that support informed decision-making.
Key Skills:
- Proven experience leading digital product delivery within complex or multi-service organisations.
- Strong stakeholder management skills with the ability to influence non-technical and technical audiences.
- Experience improving digital services, replacing Legacy systems, and delivering customer-centric service journeys.
- Background working with Microsoft Dynamics or equivalent CRM platforms.
- Excellent organisational, problem-solving, and communication skills.
- Experience within local government, shared services, or public-sector environments.
- Understanding of service design, Agile methodologies, and user-centred delivery practices.
- Experience working on transformation programmes such as telephony redesign or the Wrong Front Door programme.
- Background working with multidisciplinary teams across digital, ICT, operational services, and external suppliers.
Salary (Rate): £570 daily
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Detailed Description From Employer:
Digital Product Manager - London Council - Customer Services & Register Office - 6 months - £570pd (Inside IR35)
A leading London council is seeking an experienced Digital Product Manager to drive the delivery, improvement, and modernisation of digital services across Customer Services and the Register Office. This is a critical position within the Digital Product & Development function, focused on replacing Legacy systems, improving customer journeys, and ensuring alignment with major council-wide programmes including telephony transformation and service redesign. This role supports a high-priority area of the organisation and is offered on an initial 6-month contract, with strong potential for extension.
Key Responsibilities:
Product Leadership & Delivery
- Lead the implementation, enhancement, and optimisation of digital solutions, customer-facing platforms, appointment systems, and case management tools.
- Oversee end-to-end product life cycles, from discovery through to deployment and continuous improvement.
- Translate operational needs into clear, prioritised product requirements, user stories, and actionable backlogs.
Stakeholder & Cross-Functional Collaboration
- Work closely with Customer Services, the Register Office, ICT, and programme teams to design and deliver improved services.
- Build strong relationships with service managers and technical teams across the council and shared service environments.
- Coordinate communication and alignment between Contact Centre operations and ICT teams.
Technical & Delivery Assurance
- Support improvements to CRM and Back Office integrations, particularly within Microsoft Dynamics and related systems.
- Ensure digital services remain compliant with council standards, accessibility requirements, and security practices.
- Oversee testing cycles including UAT, validating that solutions meet user needs and operational readiness.
Transformation & Continuous Improvement
- Align digital delivery with the council's strategic programmes, including the redesigned telephony environment and the wider Wrong Front Door initiative.
- Track performance data, service analytics, and user feedback to identify opportunities for optimisation.
- Produce business cases, project documentation, process maps, and delivery plans that support informed decision-making.
Experience & Skills Required:
Essential
- Proven experience leading digital product delivery within complex or multi-service organisations.
- Strong stakeholder management skills with the ability to influence non-technical and technical audiences.
- Experience improving digital services, replacing Legacy systems, and delivering customer-centric service journeys.
- Background working with Microsoft Dynamics or equivalent CRM platforms.
- Excellent organisational, problem-solving, and communication skills.
Desirable
- Experience within local government, shared services, or public-sector environments.
- Understanding of service design, Agile methodologies, and user-centred delivery practices.
- Experience working on transformation programmes such as telephony redesign or the Wrong Front Door programme.
- Background working with multidisciplinary teams across digital, ICT, operational services, and external suppliers.
Personal Attributes
The ideal candidate will be:
- A confident, pragmatic product leader with excellent communication skills.
- Highly organised, delivery-focused, and comfortable balancing competing priorities.
- Able to work independently while maintaining strong relationships across the organisation.
- User-centred in approach, with a passion for improving public-facing digital services.
TL;DR
Start: ASAP
Location: London (2 days per week in the office)
Duration: 6 months
Day Rate: £570
IR35: Inside IR35