ICT Customer Services Manager

North Wales Fire & Rescue Service; Kinmel Bay; On-site; GBP 39,000 - 42,000; Full time

Job summary

A local emergency services provider based in Conwy is seeking an experienced ICT Customer Service Manager. This supervisory role involves leading a team to deliver high-quality ICT services. The ideal candidate should have a degree in a relevant field, project management experience, and robust communication skills. The position promises a dynamic environment where you will shape the future of ICT within the service, with a salary range of £39,152 to £41,771 per annum.

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 autonomously.
• Excellent communication, decision-making and problem-solving skills.

Responsibilities

• Lead a team of ICT officers and manage day-to-day IT service provision.
• Build relationships with staff and work with the Head of ICT.
• Manage projects and oversee compliance with technology investments.

Skills

Excellent communication

Decision-making

Problem-solving

Motivating staff

Education

Degree-level qualification in a relevant subject

Formal project management qualification

Job description

Overview

ICT Customer Service Manager

Conwy, North Wales

Permanent, 37 hours per week

NWFRS Grade 08

£39,152 to £41,771 per annum

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’ll lead a team of ICT officers, managing the day-to-day provision of IT, communications and multimedia services. That work will underpin the efficiency and effectiveness of all North Wales Fire and Rescue Service’s operations, supporting a wide range of talents and demands.

A core part of the role is building strong, trust-based relationships with staff across the Service. The CSM will work closely with their colleagues and the Head of ICT, championing technical proficiency and helping to shape the future of ICT within the service. The role involves managing projects, overseeing compliance and ensuring best value from our investments in technology.

Responsibilities

• Lead a team of ICT officers and manage the day-to-day provision of IT, communications and multimedia services.
• Build strong, trust-based relationships with staff across the Service and work with the Head of ICT to shape the future of ICT within the service.
• Manage projects, oversee compliance, and maximise value from technology investments.

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 supervisory support.
• Excellent communication, decision-making and problem-solving skills.

Other requirements

• Role may require working at different fire service locations across North Wales; some travel may be required.
• Full UK CAT-B driving licence.

How to 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.

Equality and inclusion

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.