Infrastructure Services Manager
Flexible within England & Wales

Job reference: 001056

Location: Flexible within England & Wales

Closing date: 08/11/2021

Job posted date: 01/06/2021

Salary: £66,000 (plus £3,520 London allowance if applicable)

Employment type: Permanent

Department: Technology

Hours per week: 36.25

Interview date: TBC

Contract Duration: Permanent

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

At Citizens Advice we’re looking to take a new approach to the technology infrastructure that sits behind our work. When we build services for our clients, we work in agile ways and apply the principles of user-centered design - and we’d like to apply that approach to our infrastructure services as well. We want to find a brilliant candidate for this role, so we want to attract a diverse field of applicants. 

We particularly welcome people who are underrepresented in technology. We are a flexible employer, so this role may suit working parents or people returning to work after raising children. 

We plan to adopt an explicitly outcome-oriented approach to infrastructure and we’re looking for an innovative and adaptable leader who can bring this kind of product mindset to our work. The role will be responsible for infrastructure that provides key services to our workforce, including connectivity, hosting, identity, device management, telephony, and platform management. 

Our Infrastructure Services Manager will develop and lead our strategy for infrastructure, working closely with our Head of Workforce Technology. We need someone who is comfortable applying methods from a range of disciplines: prioritisation techniques from product management, for example, or planning and delegating techniques from delivery management, or applying user research methods to better understand our users’ evolving needs. We need a leader who can work to minimise upfront investment and risk, test hypotheses early, and continuously engage with users. 

This work requires an inclusive leader: someone who can mentor and support our infrastructure team of six people; refining their craft, collaborating across disciplines, and applying their skills and experience to the latest technology. They will work with our service desk and application support teams to provide a joined up customer experience for staff. Ideally they will be comfortable writing publicly about their work, so that we can make Citizens Advice a recognised leader in this field. 

Key to this work will be supporting parity of experience between office-based and remote staff. To help us support this wider culture shift in the organisation, we need someone who understands not just technology but the way technology shapes behaviour. How can we shift teams onto more modern platforms in a collaborative way? How do we bring our networking best practices to cloud networking and zero-trust models, and how will we need to adapt them? These are the kinds of challenges we’d love you to help us to solve.

The National Citizens Advice Operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Please note, in the event of a high number of applications, we reserve the right to close the application early. 

This vacancy closes at 23.59 on the closing date. 


The closing date for this job has now passed.