ICT Service Delivery Manager

Civic Recruitment Limited; Loughborough; On-site; GBP 40,000 - 44,000; Full time

Job summary

Civic Recruitment Limited seeks an ICT Service Delivery Manager to lead the operational delivery of ICT services for a local authority on a 17-month contract. The role focuses on aligning systems, infrastructure and support services to organisational needs, under a £29.40 per hour umbrella arrangement.

Framing a customer-focused culture, you will oversee IT service delivery, governance, security, and project delivery, ensuring timely, value-driven outcomes in a complex public sector environment.

Qualifications

• Extensive experience managing ICT service delivery within a complex organisation.
• Experience leading customer-focused ICT services and support functions.
• ITIL Foundation qualification or higher.
• Ongoing CPD relevant to ICT and public sector transformation.

Responsibilities

• Lead the operational delivery of ICT services, ensuring high availability and customer satisfaction.
• Monitor performance against SLAs and KPIs.
• Ensure effective operation of ICT Service Desk, information governance, security and infrastructure.
• Drive a customer-focused culture across ICT services.
• Manage ICT projects and programmes within timescales, budgets and quality standards.
• Support corporate strategies, service plans and digital transformation initiatives.
• Contribute to business transformation projects aligning ICT solutions with objectives.
• Monitor progress, identify risks, and implement corrective actions.

Skills

Stakeholder management

Customer-focused service delivery

Education

Degree in ICT or related field

ITIL Foundation

CPD in ICT/public sector

Job description

Loughborough, United Kingdom | Posted on 04/08/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

17 months contract with a local authority

Summary

• 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

• Lead the operational delivery of ICT services, ensuring high levels of system availability, performance, reliability, and customer satisfaction.
• Monitor and manage service performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Ensure the effective operation and continuous improvement of ICT Service Desk, Information Governance, Security, Infrastructure, and support services.
• Drive a customer-focused culture across ICT services and support functions.
• Manage and deliver ICT projects and programmes within agreed timescales, budgets, and quality standards.
• Support the implementation of corporate strategies, service plans, digital transformation initiatives, and technology improvements.
• Contribute to business transformation projects by ensuring ICT solutions effectively support organisational objectives.
• Monitor project progress, identify risks, and implement corrective actions where necessary.

Requirements

• Significant experience managing ICT service delivery or ICT operations within a complex organisation.
• Demonstrable experience leading customer-focused ICT services and support functions.
• Degree-level qualification in ICT, Information Systems, Computer Science, Business Technology, or a related discipline, or equivalent relevant experience.
• ITIL Foundation (v3 or v4) qualification or higher.
• Evidence of ongoing Continuing Professional Development (CPD) relevant to ICT, digital services, cyber security, or public sector transformation.

Additional Information

• Working hours: 37 hours per week
• Location: Council Offices, Southfield Road, Loughborough, Leicestershire, LE11 2TX, United Kingdom
• Work pattern: 2 days remote, 3 days in the office
• Application deadline: 28th August 2026, apply ASAP.