ICT Customer Service Manager

North Wales Fire and Rescue Service; Conwy; On-site; GBP 39,000 - 42,000; Full time

Job summary

A regional fire and rescue service in Conwy seeks a passionate ICT Customer Service Manager to lead ICT service delivery. The successful candidate will manage a team, ensure compliance, and build relationships while fostering a user-centered approach. Candidates should possess a degree in ICT or related field, project management experience, and strong leadership skills. This full-time role offers a competitive salary and a permanent contract.

Qualifications

• Significant experience in ICT service management.
• Proven experience in delivering projects within a framework.
• Full UK CAT-B driving license.

Responsibilities

• Lead a team ensuring user-centered ICT services.
• Manage day-to-day provision of IT and multimedia services.
• Build strong relationships with staff across the Service.
• Oversee compliance and ensure best value from technology investments.
• Motivate and develop staff autonomously.

Skills

Leadership skills

Communication skills

Decision-making skills

Problem-solving skills

Education

Degree level qualification in ICT

Formal project management qualification

Job description

ICT Customer Service Manager

Conwy, North Wales
Permanent, 37 hours per week
NWFRS Grade 08
£39,152 - £41,771 per annum

Overview

Are you passionate about delivering outstanding ICT services? We are looking to appoint a dynamic, results-driven ICT Customer Service Manager (CSM) to join the ICT department based in Conwy.

Key Responsibilities

• Supervisory leadership role focused on ensuring ICT services are not only technically robust, but also user‑centred.
• Lead a team of ICT officers, managing the day‑to‑day provision of IT, communications and multimedia services, underpinning the efficiency and effectiveness of all North Wales Fire and Rescue Service operations.
• Build strong, trust‑based relationships with staff across the Service; work closely with the Head of ICT, champion technical proficiency and help shape the future of ICT within the service.
• Manage projects, oversee compliance and ensure best value from technology investments.
• Motivate and develop staff, make decisions and use initiative without immediate access to the supervisory manager.

Qualifications

• Degree level qualification in a relevant subject and/or significant experience in ICT service management.
• Formal project management qualification or proven experience in delivering projects within a framework.
• Full UK CAT‑B driving licence.
• Ability to motivate and develop staff, decision‑making and problem‑solving skills, excellent communication skills, coupled with initiative.

Benefits

Travel across North Wales may be required; the role involves working at different fire service locations within the Service area.

Apply

To apply, please complete and submit your application pack available on the North Wales Fire and Rescue Service vacancy page. Please do not send CVs in application for this role as they cannot be accepted.

Closing date for receipt of application forms is 12.00 noon, 27/10/2025 with interviews taking place on 5th and 7th November 2025.

Equal Opportunity Employer

We are an equal opportunity employer and welcome applications from all sections of the community. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We welcome correspondence and calls in Welsh and English and we will respond equally to both and will reply in your language of choice without delay. Applications submitted in Welsh will be treated no less favourably than an application submitted in English.