SSAFA – Case Work Management System (CMS) System Admin Manager


£40,000 per annum

37.5 hours per week 

London, EC3R

A fantastic opportunity has arisen for a fulltime Casework Management System (CMS) System Admin Manager to join the CMS team at SSAFA, the Armed Forces charity.

SSAFA, the Armed Forces charity, supports the person behind the uniform; any time they need us, in any way they need us, for as long as they need us. Every year, SSAFA helps more than 73,000 people from the Forces family to get back on their feet; those currently serving, reserves, veterans and their families. Support is there for people at any stage in their military career; from the youngest recruit to the oldest veteran – no one’s service is ever forgotten. We give hope, help and personal support for as long as it takes to get that person’s life back to where they want it to be.

On behalf of Cobseo and the military charity sector, SSAFA CMS Ltd own and operate the Casework Management System which is used to aid the financial support of thousands of service personnel, veterans and their families every year.  A new CMS application is planned to be launched to users in November 2019 based around the Mosaic software from Servelec.  With 128 welfare organisations and over 6000 users of the CMS system this is a challenging but rewarding role ensuring that support is effectively delivered across the world.

About the role

You will be providing comprehensive management of the Case Management System (CMS) with specific responsibility for maintaining system performance and supporting users across the sector.  Managing the CMS supplier (Servelec) / sector relationship will be key to the effective delivery of the system as will the scheduling of system upgrades, releases, technical fixes, maintenance and general functionality. Ensuring the integrity and security of the system through the supplier and providing reassurance to the sector on these issues.

Reporting to the CMS Management Board, which comprises key members of the military charity sector will be a vital part of this role, ensuring the board are aware of risks, challenges and budget but also of successes and achievements.

About the team

This is a new team and the Manager role will be keen to lead from the front whilst building a strong team ethos and bond between its new members.

About you

To carry out this role successfully you will have a track record of:

  • An understanding of Casework Management systems and the interfaces between them and other CRM tools.
  • A systematic and methodical way of working
  • Experience of managing a customer service desk and handling issues that arise
  • Stakeholder management experience and the ability to communicate effectively at all levels
  • Experience of Servelec Mosaic would be advantageous

SSAFA is an employer that values the diversity of its workforce and welcomes applications from all sections of the community.

No agencies please. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

For further information

If you have any queries or would like to speak to someone about this role, please contact Julie McCarthy on 02074639212 for an informal discussion.

To apply, visit SSAFA’s website

Closing date: Midnight on 2 June 2019

Interviews: TBC

SSAFA is an Equal Opportunities Employer and is committed to using the Disclosure & Barring Service. SSAFA is committed to safeguarding and expects all employees and volunteers to share this commitment.

If you wish to apply for any of our vacancies you will be asked to answer some screening questions before completing an application form and uploading your CV.  Personal data to progress your application for employment is covered under the General Data Protection Regulations (GDPR) Article 6 Section 1b and Article 9 2b and c. Your details will not be used for any other purpose or shared with a third party without your permission.  Data on unsuccessful candidates will be retained for one year from the vacancy being filled. If you take up employment with us, your information will be held for the duration of your employment plus six full calendar years. Further details are contained in SSAFA’s Privacy Statement at

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