Service Information Products Manager

Hours: 37 hours per week (full time) Contract: Permanent Salary: Grade 9 - £42,840 - £46,142 Location: Sheffield (hybrid working) We are looking for an experienced and customer-focused Service Information Products Manager to join our Service Information team. This is an exciting opportunity to lead the development and delivery of customer-facing transport information across South Yorkshire, helping passengers access accurate, accessible and timely information every day. You'll play a key role in shaping how customers experience public transport, supporting wider ambitions around accessibility, customer satisfaction, sustainable travel and economic growth. Applications must be accompanied by a cover letter to detail how you meet the criteria as detailed within the role profile. (please see role profile attached). Please note, all applications should be made directly via our careers portal . The panel would particularly like to see examples of your leadership skills and previous project deliverables. About the role Reporting to the Customer Information Manager, you will lead the team responsible for designing, managing and continuously improving customer-facing information across South Yorkshire's public transport network. In this role, you will: Lead and develop a team delivering customer information across digital and physical channels Ensure customer information is accurate, accessible, consistent and available when and where customers need it Drive improvements to customer information products, services and user experiences Develop and monitor performance measures, using insight and customer feedback to enhance services Contribute to the development of digital and self-service information solutions Oversee the design and delivery of customer information for websites, applications, interchanges, park and ride sites, bus stops and other transport assets Work closely with colleagues across customer information, transport operations, digital services, marketing and communications to support organisational priorities Manage suppliers, resources and budgets to ensure effective delivery and value for money Build strong relationships with industry partners and stakeholders, identifying opportunities to share best practice and innovation Prepare reports, briefings and recommendations for senior managers and governance groups This role offers the opportunity to influence how millions of customer interactions with public transport are supported across South Yorkshire. About you You will be a confident leader with experience managing customer-focused products, services or information within a complex operational environment. You will bring: Experience leading teams and delivering high-quality services through people, suppliers and partners Strong understanding of customer experience, user-centred design and service improvement principles Experience managing projects, change initiatives or service developments from concept through to delivery The ability to use customer insight, performance data and feedback to drive continuous improvement Strong stakeholder management skills and the ability to influence and collaborate across a range of audiences Experience working with digital platforms, design processes or customer information products Excellent communication, presentation and problem-solving skills Commercial awareness and experience managing budgets, resources or supplier relationships A proactive and innovative approach, with the ability to identify opportunities to improve services and customer outcomes You will be passionate about improving customer experiences and motivated by the opportunity to help create a public transport network that is easier to understand, navigate and use for everyone across South Yorkshire. Benefits All colleagues have access to a Local Government Pension Scheme and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well-placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at SYMCA with our recognised family/friendly policies, genuine work flexibility, recognition, and shared success. In addition to the above, some of our benefits include - Holiday Entitlement – From 28 to 36 days annual leave entitlement (depending on length of service) plus bank holidays. Pro-rata for part time colleagues. Annual Leave Purchase Scheme – The ability to purchase up to a further 15 days per year in additional to your normal annual leave Hybrid working – Our offices are a space where we come together and collaborate. Most of our roles are offered on a hybrid basis with the exception of some support roles being onsite full time. Please note, unless specified within the job advert, we cannot accommodate remote working contracts. Flexible Hours Scheme – Most roles within SYMCA work under the Flexi-Scheme which allows office-based employees’ flexibility and discretion over their working hours. Under the scheme employees can accrue a defined amount of credit or debit of working hours, and to take time-off in the form of Flexi-Leave or banked Annual Leave. Rewarding You - Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway and Cycle-to-Work schemes. Training on the job - Support with upskilling skills through on-the-job training and qualifications Professional Membership Fees – Where membership to Professional bodies is applicable to your role, SYMCA will reimburse your membership fees where applicable and following approval by Line Management. Diversity at South Yorkshire Combined Mayoral Authority Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. All employees are eligible to request Flexible Working arrangements from day one of employment as such all requests will be considered subject to operation requirements. Where candidates share disabilities within the application process, if they demonstrate that they meet all essential criteria from the Role Profile within their application, they will automatically be invited to interview. If you require any reasonable adjustments throughout the process, please contact [email protected] or include within your application form detailing the adjustment and how it will assist in managing any barriers.