ICT Customer Services Manager

The Disabled Workers Co-operative Ltd.; Conwy; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A progressive organization in ICT services is seeking an ICT Customer Service Manager in Conwy to lead a dynamic team. Responsibilities include overseeing day-to-day ICT services, managing projects, and ensuring compliance. The ideal candidate will possess a degree or significant experience in ICT service management, strong communication skills, and the ability to motivate staff. Travel within North Wales may be required.

Qualifications

• Degree level qualification in a relevant subject and/or significant experience in ICT service management.
• Formal project management qualification or proven experience delivering projects.
• Ability to motivate and develop staff.

Responsibilities

• Lead and develop a team of ICT officers, overseeing day-to-day IT services.
• Build strong relationships with staff and shape ICT strategy.
• Manage projects, ensure compliance, and deliver best value from technology investments.

Skills

Technical proficiency

Project management

Communication

Decision-making

Education

Degree in relevant subject

Job description

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.

The CSM is a supervisory leadership role, focused on ensuring our ICT services are not only technically robust, but also user-centred. They will lead a team of ICT officers, managing the day-to-day provision of IT, communications and multimedia services that underpin North Wales Fire and Rescue Services operations.

The successful candidate will work with colleagues and the Head of ICT to champion technical proficiency and help shape the future of ICT within the service. The role involves managing projects, overseeing compliance and ensuring best value from technology investments.

Responsibilities

• Lead and develop a team of ICT officers, overseeing day-to-day IT, communications and multimedia services.
• Build strong, trust-based relationships with staff across the Service and work with the Head of ICT to shape ICT strategy.
• Manage projects, ensure compliance, and deliver best value from technology investments.
• Monitor service performance, drive continuous improvement, and align ICT services with user needs.

Qualifications

• Degree level qualification in a relevant subject and/or significant experience in ICT service management.
• Formal project management qualification or proven experience delivering projects within a framework.
• Ability to motivate and develop staff, make decisions, and use initiative without immediate supervision.
• Excellent communication, decision-making and problem-solving skills.

Additional Information

The team is located in Conwy, but the role may require working at different fire service locations across North Wales. Some travel within the Service area may be required, and a full UK CAT-B driving licence is needed.

To apply, please complete and submit your application via the North Wales Fire and Rescue Service vacancy page. Do not send CVs as they cannot be accepted.

Closing date: 12.00 noon, 27/10/2025. Interviews: 5 and 7 November 2025.

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. Applications submitted in Welsh will be treated no less favourably than those submitted in English, and correspondence can be conducted in Welsh or English.