ICT Service Delivery Manager

Position

ICT Service Delivery Manager (IT)

Location

Council Offices, Southfield Road, Loughborough, Leicestershire, LE11 2TX, United Kingdom

Working Pattern: Hybrid – 3 days in the office and 2 days working remotely.

Start Date

ASAP

Contract Duration

78 weeks (Temporary Contract)

Working Hours

37 hours per week

Pay Rate

PAYE: £22.41 per hour

Job Reference

OR(phone number removed)

Job Responsibilities

Manage the day-to-day delivery of ICT services, ensuring systems remain reliable, secure and customer focused.

Monitor service performance against agreed service levels (SLAs) and key performance indicators (KPIs).

Oversee ICT operational teams and work closely with managers across infrastructure, development, security and service support.

Lead the delivery of ICT projects and service improvements, ensuring work is completed on time, within budget and to the required quality standards.

Support the delivery of digital transformation and organisational change initiatives.

Deputise for the Head of ICT & Data Security on operational matters when required.

Ensure ICT services comply with governance policies, procedures and best practice.

Support risk management, business continuity, disaster recovery, information governance and cyber security activities.

Build effective relationships with internal stakeholders, suppliers and external partners.

Monitor supplier performance and contract delivery to ensure value for money.

Support ICT budget management, procurement activities and business case development.

Identify opportunities to improve ICT services, processes and the overall customer experience.

Person Specification

Must-Have Requirements

Degree-level qualification (or equivalent experience) in ICT, Information Systems or a related discipline.

ITIL Foundation (Version 3 or 4) or higher qualification.

Project management qualification such as PRINCE2 or Agile.

Evidence of continuing professional development (CPD).

Significant experience managing ICT service delivery or ICT operations within a complex organisation.

Experience delivering ICT projects and service improvements.

Experience managing ICT suppliers and external service providers.

Strong knowledge of ITIL service management principles.

Good understanding of ICT infrastructure, applications and operational environments.

Knowledge of risk management, business continuity, disaster recovery and cyber security.

Experience monitoring service performance and driving continuous improvement.

Financial awareness, including budget monitoring and cost control.

Strong communication skills with the ability to work effectively with both technical and non-technical stakeholders.

Proven leadership, organisational and stakeholder management skills.

Ability to prioritise workloads and perform effectively under pressure.

Eligibility to work in the UK.

Nice-to-Have Requirements

Experience working within Local Government or the wider public sector.

Experience supporting organisational change or digital transformation programmes.

Knowledge of Local Government ICT and digital strategies.

Understanding of procurement and contract management processes.

Political awareness and understanding of Local Government decision-making