Team Manager - ICT Service Delivery

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• Directorate:
  Resources
• Section: ICT
• Location:
  
  Stoke Town Hall
• Hours:
  
  37 Full Time

This advert is open to both Internal and External applicants.

This is a Fixed Term post for 6 months.

About the Role:

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 is a pivotal role within the ICT function, ensuring 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.

You will ensure services are delivered in line with agreed service levels, best practice frameworks and Council priorities, while driving continuous improvement and service modernisation.

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.

Key Responsibilities:

• 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.

Required Skills, Knowledge and Experience Essential:

• 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 (but not limited to) all 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.

Job Title Team Manager ICT Service Delivery Directorate Resources Legal, Governance and Customer Services Section ICT and Digital Responsible to Head of ICT and Chief Digital Officer Responsible for Service Delivery Team Grade Level 15

Job Purpose To define and manage the corporate technology roadmap. To lead the effective development and delivery ICT services, to manage operational risks effectively and proactively and to takea specialist lead as required. To drive service and business transformation opportunities toachieve continued…