OR110990- ICT Service Delivery Manager EK

Job Details

Job Purpose

The ICT Service Delivery Manager is responsible for leading the effective operational delivery of ICT services, ensuring that systems, support, and service performance meet organisational requirements while delivering a high-quality, customer-focused experience.

The role oversees the day-to-day management of ICT operations and the successful delivery of ICT projects, ensuring services remain reliable, secure, and aligned with corporate priorities. Working closely with ICT managers across infrastructure, development, security, information governance, and service desk functions, the postholder will ensure coordinated service delivery, continuous improvement, and the effective use of technology to support organisational objectives.

The postholder will also provide operational leadership and management capacity, enabling the Head of ICT & Data Security to focus on strategic initiatives, including Local Government Reorganisation (LGR) ICT activities.

Key Responsibilities

ICT Service Delivery

  • Manage the operational delivery of ICT services to ensure high availability, service reliability, and customer satisfaction.
  • Monitor and improve service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
  • Ensure ICT service management processes are effective, efficient, and continuously improved.
  • Oversee the effective operation of ICT Service Desk, Information Governance, Security, and related support functions.

Leadership and Management

  • Provide day-to-day leadership and coordination across ICT operational teams, working collaboratively with ICT managers.
  • Promote a customer-focused culture and drive high standards of service delivery.
  • Support, motivate, and develop staff to maximise individual and team performance.
  • Deputise for the Head of ICT & Data Security on operational matters when required.

Project and Programme Delivery

  • Lead assigned ICT projects and programmes, ensuring delivery to agreed scope, quality, budget, and timescales.
  • Support the delivery of ICT workstreams that contribute to organisational transformation, digital strategies, and corporate priorities.
  • Ensure project governance and reporting arrangements are maintained throughout the project lifecycle.

Governance, Risk and Security

  • Ensure ICT services operate in accordance with corporate governance frameworks, policies, standards, and procedures.
  • Support effective ICT Risk Management, Business Continuity, Disaster Recovery, and Cyber Security arrangements.
  • Ensure compliance with information governance, security, and regulatory requirements.

Stakeholder and Supplier Management

  • Build and maintain strong relationships with business stakeholders to ensure ICT services meet organisational needs.
  • Act as a key liaison between ICT and service areas, translating business requirements into effective ICT solutions.
  • Manage supplier relationships, contracts, and service performance to ensure value for money and contractual compliance.

Financial and Resource Management

  • Support the management of ICT operational and capital budgets.
  • Monitor expenditure and ensure efficient use of ICT resources.
  • Contribute to business cases, procurement activities, investment planning, and contract evaluations.

Service Improvement and Transformation

  • Identify opportunities to improve ICT services, customer experience, and operational efficiency.
  • Promote innovation and best practice across ICT services.
  • Support the Council’s digital transformation agenda through continuous service improvement and technology enablement.

Person Specification

Qualifications

Essential

  • Degree-level qualification in ICT, Information Systems, Computer Science, or a related discipline, or equivalent relevant experience.
  • ITIL Foundation (Version 3 or Version 4) or higher.
  • Project Management qualification (e.g. PRINCE2®, Agile Practitioner, or equivalent).
  • Evidence of continuing professional development (CPD) relevant to ICT, information management, cyber security, or digital transformation.

Experience

Essential

  • Significant experience managing ICT service delivery or ICT operations within a complex organisation.
  • Experience managing customer-focused ICT support services.
  • Proven experience delivering ICT projects and service improvements.
  • Experience managing ICT suppliers and third-party service providers.
  • Experience working collaboratively across ICT disciplines including infrastructure, applications, security, development, and service desk.
  • Experience supporting organisational change and digital transformation programmes.

Desirable

  • Experience working within Local Government or the wider public sector.
  • Experience supporting Local Government Reorganisation or shared service environments.

Knowledge and Skills

Essential

  • Strong knowledge of ITIL Service Management principles and best practice.
  • Good understanding of ICT infrastructure, applications, and enterprise service environments.
  • Working knowledge of:
    • ICT Risk Management
    • Business Continuity Planning
    • Disaster Recovery
    • Cyber Security
    • Information Governance
  • Ability to analyse service performance data and identify improvement opportunities.
  • Strong problem-solving and decision-making skills.
  • Financial awareness, including budget monitoring and cost control.
  • Understanding of procurement processes and contract management.
  • Knowledge of digital transformation and modern ICT service delivery practices.

Desirable

  • Knowledge of Local Government ICT strategies, legislation, and digital agendas.

Personal Attributes

  • Excellent communication skills with the ability to communicate effectively with technical and non-technical audiences.
  • Strong leadership skills with the ability to motivate, coach, and develop teams.
  • Excellent stakeholder management and relationship-building skills.
  • Strong influencing and negotiation abilities.
  • Highly organised with the ability to manage competing priorities and work under pressure.
  • Customer-focused with a commitment to service excellence.
  • Politically aware and able to operate effectively within a Local Government environment.
  • Analytical, proactive, and committed to continuous improvement.

Other Requirements

  • Support operational ICT services during periods of organisational change, including Local Government Reorganisation.
  • Participate in out-of-hours support arrangements for major incidents, business continuity events, and critical service issues where required.
  • Work flexibly to meet service demands and organisational priorities.
  • Demonstrate a commitment to equality, diversity, and inclusion.
  • Carry out all duties in accordance with the Equality Act 2010, making reasonable adjustments where appropriate.
  • Undertake any other duties commensurate with the grade and responsibilities of the post.

Working Conditions

The nature of the role may require occasional work outside normal office hours to support critical ICT incidents, planned maintenance, or business continuity activities.

This job description outlines the principal duties and responsibilities of the post at the time of writing. These may be reviewed and amended from time to time to meet changing organisational needs without altering the overall purpose or level of responsibility of the role.