Application Delivery Manager - CRM

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

Please contact our IT Resource Management Team

Email: it.resource@manchester.ac.uk

General enquiries:

Email: People.recruitment@manchester.ac.uk

Technical support: jobseekersupport.jobtrain.co.uk/support/home

This vacancy will close for applications at midnight on the closing date.

Type / Role:

Subject Area(s):

Location(s):