IT Service Delivery Manager

The ICT Service Delivery Manager is responsible for managing the effective operational delivery of ICT services, ensuring systems, support, and service performance meet organisational needs and deliver a high-quality, customer-focused experience. The role oversees day-to-day ICT operations and the delivery of key projects, ensuring services are reliable, secure, and aligned with corporate priorities.

What you’ll be doing:

• Manage the operational delivery of ICT services by ensuring high availability, performance (SLA, KPIs), and customer satisfaction across all platforms and systems
• Ensure effective ICT Service delivery functions (Service Desk, Information Governance and Security, Service Desk, etc) are maintained and continuously improved
• Take responsibility for assigned ICT projects and programmes, ensuring delivery to time, cost, and quality standards and support the delivery of ICT work to corporate and service transformation initiatives, corporate strategies, and service plans
• Provide day-to-day leadership of ICT operational teams across ICT functions by working closely with ICT managers to ensure coordinated service delivery and effective use of resources
• Deputise for the Head of ICT & Data Security where required on operational matters
• Ensure ICT services operate within established governance frameworks, policies, and procedures
• Support effective Risk Management, Business Continuity, IT and Cyber Security and disaster recovery arrangements for ICT services
• Build and maintain strong relationships with stakeholders and service areas to ensure ICT services meet business needs, acting as a key liaison to translate requirements into effective delivery. Manage suppliers and contracts to ensure performance standards and value for money are achieved
• Support the management of ICT operational and capital budgets and resources, ensuring efficient and effective use. Contribute to business cases, procurement activities, and investment planning
• Identify and deliver improvements to ICT services, processes, and customer experience while promoting innovation and best practice
• Support the Council’s digital and transformation agenda by driving continuous improvement across ICT service delivery

We’re seeking someone proactive, organised, and technically skilled., * Educated to Degree level standard or equivalent, or demonstrable equivalent experience in an ICT, Information Systems, or a related discipline, or equivalent relevant experience

• ITIL (v3 or v4) Foundation or higher qualification
• Project management qualification (e.g., PRINCE2, Agile)
• Evidence of continuing professional development (CPD) relevant to ICT, data or public sector transformation
• Significant experience in ICT service delivery or operations management within a complex organisation
• Experience of managing ICT services in a customer-focused environment
• Proven experience of delivering ICT projects and service improvements, * ICT service desk anaylst: 2 years (required)

• Competitive hourly rate: PAYE £22.41
• Chance to contribute to service improvement and digital transformation
• Weekly Pay
• Company Pension
• Ongoing Agency Support