ICT Service Delivery Manager
Temporary Contract
Job Details
Charnwood Borough Council
Service Area: ICT and Data Security / Information Services
Hours: 37 hours per week
Working Pattern:
Hybrid working
3 days in the office
2 days remote
Start Date: 21 September 2026
Duration: 78 weeks
Number of Roles: 1
Location
Office Base:
Council Offices
Southfield Road
Loughborough
Leicestershire
LE11 2TX
PAYE Rate: £22.41 per hour
Job Overview
Charnwood Borough Council is seeking an experienced ICT Service Delivery Manager to manage the effective operational delivery of ICT services.
The role will oversee day-to-day ICT operations, service performance, customer satisfaction, ICT projects and continuous improvement. The successful candidate will work closely with ICT managers across development, security and support functions to ensure services are reliable, secure, coordinated and aligned with organisational priorities.
This role will provide leadership and operational capacity to support the Head of ICT & Data Security during a period of organisational change, including Local Government Reorganisation activity.
Important – Please Read Carefully
This is a senior ICT Service Delivery / ICT Operations Management role.
Candidates must have significant experience managing ICT service delivery or ICT operations in a complex organisation.
Strong knowledge of ITIL, ICT service management, service desk operations, SLA/KPI performance, supplier management, ICT projects, cyber security, business continuity, risk management and stakeholder engagement is essential.
Candidates without ICT service delivery, ICT operations management, ITIL, project delivery, supplier management or ICT leadership experience are unlikely to be considered.
The role may involve work outside normal working hours, including major incidents, business continuity events or out-of-hours support arrangements where required.
Key Responsibilities
- Manage operational delivery of ICT services
- Ensure ICT systems, support and services meet organisational needs
- Monitor service performance, including SLAs, KPIs and customer satisfaction
- Ensure high availability and performance across platforms and systems
- Maintain and improve ICT service delivery functions
- Support Service Desk, Information Governance, Security and related ICT functions
- Take responsibility for assigned ICT projects and programmes
- Deliver projects to time, cost and quality standards
- Support corporate and service transformation initiatives
- Provide day-to-day leadership across ICT operational teams
- Work closely with ICT Development, Security and Support managers
- Deputise for the Head of ICT & Data Security on operational matters where required
- Ensure ICT services operate within governance frameworks, policies and procedures
- Support risk management, business continuity, cyber security and disaster recovery arrangements
- Build strong relationships with stakeholders and service areas
- Translate business requirements into effective ICT delivery
- Manage suppliers and contracts to ensure performance and value for money
- Support ICT operational and capital budget management
- Contribute to business cases, procurement activity and investment planning
- Identify and deliver improvements to ICT services, processes and customer experience
- Promote innovation, best practice and continuous improvement
- Support the Council’s digital and transformation agenda
Essential Experience & Skills
- Significant ICT service delivery or ICT operations management experience
- Experience managing ICT services in a customer-focused environment
- Experience managing service performance, SLAs, KPIs and customer satisfaction
- Experience delivering ICT projects and service improvements
- Experience managing suppliers and external service providers
- Experience working with multiple ICT specialisms such as infrastructure, development, security and service desk
- Strong knowledge of ICT service management frameworks, including ITIL
- Understanding of ICT infrastructure, applications and service environments
- Working knowledge of risk management
- Working knowledge of business continuity
- Working knowledge of IT and cyber security
- Working knowledge of disaster recovery arrangements
- Ability to analyse performance data and drive service improvements
- Strong problem-solving skills
- Financial awareness, including budget monitoring and cost control
- Understanding of procurement and contract management processes
- Excellent communication skills
- Ability to engage technical and non-technical stakeholders
- Strong influencing and negotiation skills
- Ability to challenge constructively
- Proven leadership capability
- Ability to motivate and develop teams
- Strong organisational skills
- Ability to prioritise competing demands and work under pressure
- Ability to respond flexibly to service needs and deadlines
Qualifications
Essential:
Educated to degree level standard or equivalent, or demonstrable equivalent experience in ICT, Information Systems or a related discipline.
Essential:
ITIL v3 or ITIL v4 Foundation or higher qualification.
Essential:
Project management qualification, such as PRINCE2 or Agile.
Essential:
Evidence of continuing professional development relevant to ICT, data or public sector transformation.
Desirable
- Local government or public sector ICT experience
- Experience supporting organisational change or transformation programmes
- Knowledge of local government digital and ICT agendas
- Experience supporting Local Government Reorganisation activity
- Experience contributing to business cases, procurement and investment planning
- Experience managing ICT operational and capital budgets
- Experience deputising for senior ICT leadership
- Experience in major incident, business continuity or out-of-hours support arrangements
Additional Information
This role supports both operational service delivery and strategic enablement during a period of organisational change, including Local Government Reorganisation.
The postholder may be required to participate in out-of-hours support arrangements where required, such as major incidents or business continuity events.
Interview will be held online via Microsoft Teams.
Candidate submission deadline is 28 August 2026.
Disclaimer
On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.
I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.
OR110990
Pay: £22.41 per hour
Application question(s):
- Do you have significant experience managing ICT service delivery or ICT operations within a complex organisation, including service performance, SLAs, KPIs and customer satisfaction?
- Do you hold ITIL v3/v4 Foundation or higher, and do you have strong practical knowledge of ICT service management frameworks and service improvement?
- Have you delivered ICT projects or programmes to time, cost and quality standards, ideally supporting corporate transformation or organisational change?
- Do you have experience managing ICT suppliers, external service providers, contracts, budgets, procurement activity or business cases?
- Are you confident leading ICT operational teams across areas such as service desk, infrastructure, development, cyber security, information governance, risk, business continuity and disaster recovery?
Work Location: Hybrid remote in Loughborough LE11 2TX
