Job Description:

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.