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.