OR110990- ICT Service Delivery Manager EK

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.

• 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.

• 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.

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

• 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.

• 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.

• 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.

• 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.

• 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.

• Significant experience managing ICT service delivery or ICT operations within a complex organisation.
• Experience managing customer-focused ICT support…