Summary
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The ICT Service Delivery Manager is tasked with leading the operational delivery of ICT services for a local authority on a 17-month contract. This role is crucial in ensuring that systems, infrastructure, support services, and technology solutions align with organizational needs, providing a high-quality, customer-focused experience. The position offers a rate of £29.40 per hour under an umbrella arrangement.
Responsibilities
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Lead the operational delivery of ICT services, ensuring high levels of system availability, performance, reliability, and customer satisfaction.
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Monitor and manage service performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
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Ensure the effective operation and continuous improvement of ICT Service Desk, Information Governance, Security, Infrastructure, and support services.
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Drive a customer-focused culture across ICT services and support functions.
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Manage and deliver ICT projects and programmes within agreed timescales, budgets, and quality standards.
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Support the implementation of corporate strategies, service plans, digital transformation initiatives, and technology improvements.
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Contribute to business transformation projects by ensuring ICT solutions effectively support organisational objectives.
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Monitor project progress, identify risks, and implement corrective actions where necessary.
Requirements:
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Significant experience managing ICT service delivery or ICT operations within a complex organisation.
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Demonstrable experience leading customer-focused ICT services and support functions.
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Degree-level qualification in ICT, Information Systems, Computer Science, Business Technology, or a related discipline, or equivalent relevant experience.
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ITIL Foundation (v3 or v4) qualification or higher.
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Evidence of ongoing Continuing Professional Development (CPD) relevant to ICT, digital services, cyber security, or public sector transformation.
Additional Information
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Working hours: 37 hours per week
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Location: Council Offices, Southfield Road, Loughborough, Leicestershire, LE11 2TX, United Kingdom
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Work pattern: 2 days remote, 3 days in the office
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Payment schedule: Bi-weekly
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Application deadline: 28th August 2026, apply ASAP.
The ICT Service Delivery Manager is responsible for leading the effective operational delivery of ICT services, ensuring systems, infrastructure, support services, and technology solutions meet organisational needs and provide a high-quality, customer-focused experience.
