SSAFA – Casework Management System Manager



Full time, 37.5 Hours

12 months

Central Office, London, with flexibility to work remotely

About the role

The military charity sector relies on SSAFA CMS Ltd to provide and maintain the casework management system.  Based around Mosaic, the system manages tens of thousands of applications for support every year and facilitates the distribution of over £20m to beneficiaries.

Managing a small but talented team, the CMS Manager is responsible for maintaining system performance and supporting users across the sector.  The CMS Manager holds to account the CMS supplier (Access) in the delivery of system upgrades, releases, technical fixes, maintenance, and general functionality. They also ensure the integrity and security of the system.

Stakeholder engagement is an important aspect to this role with good communication skills and an ability to disseminate technical information in a non-technical way is essential.

About the team

The CMS Support team is small (three direct reports) but they are well motivated and experienced in the support of Mosaic as it operates for the military charity sector.  This role will also interact on a daily basis with colleagues from organisations across the sector, on the delivery of updates and system performance (particularly in relation to system integrations and interfaces) drawing on their support, expertise and guidance.

About you

You will be an experienced systems manager, preferably with a good understanding of casework management (or CRM) systems.  You will understand interfaces, have the ability to identify and manage system vulnerabilities and security issues – particularly in relation to data protection.

As this is a maternity cover post, you will have the ability to quickly forge relationships and get to grips with the rather unique structures which are the reality of Mosaic in its support of the military charity sector.


SSAFA, the Armed Forces charity is a trusted source of practical, emotional, and financial support for serving personnel, veterans and their families in their time of need. In 2021 our trained teams of volunteers and employees helped more than 66,000 people, from Second World War veterans to those who have served in more recent conflicts, or currently serving (both regulars and reserves), and their families.

SSAFA understands that behind every uniform is a person. And we are here for that person and their family, any time they need us and in any way they need us.

Diversity and Inclusion at SSAFA 

SSAFA exists to support a diverse range of beneficiaries within the armed forces community, and we believe diversity within our teams is key to ensuring we can deliver our services effectively. We thrive on differences and believe it is critical to our success as a worldwide charity. SSAFA is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

SSAFA is committed to using the Disclosure & Barring Service to ensure we, as an employer, safeguard those we serve. 

Further information about the role

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

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

How to apply

Click here.

If you need any adjustments to support you with the application process, please contact

Closing date: Midnight on Sunday 21 May. SSAFA reserves the right to close the vacancy early if we receive a high volume of suitable applications.

Interviews: Tuesday 30 May

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