About IT Services
IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students and researchers.
The Team
The CRM team is part of the Digital team. We are responsible for the development and maintenance of multiple CRM technologies and implementations that support different University’s business areas including the Student and Business Engagement journeys.
The Role
We are seeking an Application Delivery Manager – CRM to lead and inspire a team of CRM specialists in delivering high-quality IT services that support the University’s CRM technologies. This pivotal role ensures the stability, reliability, and performance of CRM services while driving continuous improvement and innovation.
As the University consolidates and evolves its CRM landscape, you will play a key role in shaping the future of our CRM technologies—balancing day-to-day service delivery with strategic project work. Our future CRM platform is built on Salesforce, and you will work closely with this technology to ensure it delivers maximum value to the University. This is an exciting opportunity to lead through change and innovation, driving enhancements and new capabilities across our Salesforce-based CRM ecosystem.
In this role, you will lead a CRM team through technical and operational change, ensuring stability while enabling growth. You will manage CRM demand and prioritisation, aligning resources to deliver both strategic and operational objectives. Working closely with stakeholders, you will innovate and improve services, supporting a mix of established and newly implemented CRM technologies. Additionally, you will champion continuous improvement and foster a culture of collaboration and excellence across the team.
The Person
The successful candidate will have:
Essential Knowledge / Experience:
· Significant Team Leadership
· Significant CRM experience
· Strong Stakeholder Engagement
· Service Management & Service Excellence experience
· Incident Response & Continuous Improvement experience
· Backlog Management and Prioritisation experience
· Resource Planning experience
Desirable Knowledge/Experience:
· Marketing Automation
· Salesforce Certifications
· Education Cloud or Non-Profit CRM Experience
· Agile ways of working
· Working in an ITIL environment
What can you expect in return
Our diverse job opportunities all include a top benefits package that includes many features that are hard to find in the private sector:
Generous annual leave allowance, including Christmas/New Year closure;
Pension scheme membership to provide benefits for you and your family;
Well-being programme with counselling, fitness and leading sports facilities;
Learning and development opportunities;
Season ticket loans for public transport;
Cycle to Work Scheme;
Workplace nursery scheme;
Staff recognition schemes;
Staff discounts on a range of products and services including travel and high street savings.
In fact, there are so many benefits available you can see more of them by clicking here.
Find out more about our organisation and values:
When completing the additional information section of your application, please ensure you make reference to the job description and person specification above, as this will form an integral part of the shortlisting process.
As an equal-opportunity employer, we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.
Our University is positive about flexible working – you can find out more here. Please note that this role is a hybrid role offering a mixture of on campus work in Manchester and remote work.
Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.
Please contact our IT Resource Management Team
Email: it.resource@manchester.ac.uk
General enquiries:
Email: People.recruitment@manchester.ac.uk
Technical support:
https://jobseekersupport.jobtrain.co.uk/support/home
This vacancy will close for applications at midnight on the closing date.
Please see the link below for the Further Particulars document which contains the person specification criteria.
