Team Manager - ICT Service Delivery

Job Summary

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• Directorate:
  Resources
• Section: ICT
• Location:
  
  Stoke Town Hall
• Grade:
  Level 15
• Salary: £54,495 - £57,870
• Hours:
  
  37 Full Time
• Contract:
  
  Fixed Term
• Duration: 6 months
• Working pattern:
  Full-time, Flexible working

We are seeking an experienced and motivated ICT Service Delivery Manager to lead and develop key ICT operational services that support the delivery of essential public services. This pivotal role ensures reliable, high quality and customer focused ICT services across the organisation. The postholder will have overall responsibility for the IT Service Desk, End User Computing, Audio Visual Support, and Data Centre Operations teams.

This role requires a high level of technical expertise alongside strong people management and service management experience within a complex IT environment, ideally in the public sector or a similarly regulated organisation.

• Provide leadership and day-to-day management of ICT operational teams, building a culture of high performance, collaboration and customer focus.
• Ensure the effective delivery of ICT services.
• Act as the senior escalation point for operational incidents, problems and service risks and provide appropriate resolutions.
• Oversee service desk operations, end user computing services (including devices and user support), audio visual support for meetings and events, and data centre operations.
• Manage supplier relationships and contract performance, ensuring value for money and service quality.
• Drive continual service improvement aligned with ITIL and other recognised best practice frameworks.
• Contribute to ICT strategy, service planning and digital transformation projects.
• Ensure services are delivered securely, resiliently and in line with relevant policies, standards, and legislation.
• Manage budgets, resources and workforce planning for the services.

• Proven experience in an ICT service delivery, service desk or operational management role, ideally within the public sector or a large, complex organisation.
• Strong technical knowledge across a broad range of IT software and disciplines, including Microsoft products, end user applications, MDM, security products, telephony, networking and infrastructure architecture.
• A proactive attitude and approach to service delivery, using initiative and knowledge to develop creative and innovative solutions to complex problems.
• Demonstrable experience of managing and developing IT teams, with a track record of delivering excellent services and solutions.
• Experience working with ITIL or similar service management frameworks.
• Strong incident, problem and change management experience.
• Ability to manage suppliers and third-party contracts effectively.
• Excellent communication, customer service and stakeholder management skills, with the ability to explain technical issues to non-technical audiences.
• Knowledge of cyber security, resilience and business continuity within ICT operations.
• Experience supporting digital transformation or service modernisation programmes.
• Experience with AI products and solutions.
• Strong organisational skills with the ability to prioritise and manage competing demands.

Experience (Essential)

• Significant experience of management of change in the technology sector, preferably within a complex organisation.
• Significant experience of managing the lifecycle of end user devices in large complex organisation with an excellent working knowledge of current technology standards.
• Significant experience of managing an on-premises Data Centre in an on premise large complex organisation with an excellent working knowledge of current technology standards.
• Significant experience of managing a busy ICT Service Desk in large complex organisation with the relevant ITIL standards.
• Significant experience of cloud technology and standards.
• Experience of leading, motivating and developing a team, and ensuring they maintain a culture of change that is team based, performance driven and maintains the motivation of staff.
• Experience of budget management.
• Proven success in developing effective working relationships and partnerships with other agencies.
• Proven success in influencing others leading to improved service delivery with a focus on value for money.
• Experience of building stakeholder confidence in a change environment.
• To be commercially minded when renewing and procuring systems and services and have a good understanding of and demonstrable experience of large and complex public sector procurements.

Qualifications (Essential)

• Degree level education or equivalent with considerable management experience in ICT service delivery and operational management in one of the following areas:
  Service Desk, Data Centre or End User Devices.
• Significant knowledge of specific industry standards relating to the role and more…