ICT Service Delivery Manager (FTC)

The Methodist Church in Britain; East Midlands; On-site; GBP 60,000 - 80,000; Full time

Job summary

Nottinghamshire Fire and Rescue Service is seeking a fixed-term ICT Services Manager to lead the delivery of high-quality IT services across the organisation, aligning with strategic goals and improving resilience. You will oversee the ICT service portfolio, manage a budget of £1m+, and operate as the key link between ICT and service users, guiding stakeholder relationships and continuous improvement.

The role offers development toward becoming principal technical expert on Firelink, ESN, and

Qualifications

• Degree or equivalent experience.
• ITIL Foundation Certificate in IT Service Management or equivalent knowledge and experience.

Responsibilities

• Lead and manage the delivery of high-quality ICT services aligned with NFRS strategies and operational requirements
• Lead and manage the ICT service portfolio
• Work with the ICT management team to develop the NFRS IT service
• Oversee service performance and drive continuous improvement to enhance user experience and operational resilience
• Act as the key link between ICT and service users, managing communication, stakeholder relationships and customer satisfaction
• Develop skills towards becoming the principal technical expert on emergency services technology, including Firelink and ESN
• Take on the role of Operational Communications Tactical Advisor, giving operational and tactical advice on Airwave and mobile communications

Skills

Team leadership

Stakeholder management

Risk awareness

GDPR knowledge

Service continuity

Education

Degree or equivalent

ITIL Foundation

Job description

This fixed-term post sits within the ICT management team at Nottinghamshire Fire and Rescue Service, where the postholder leads the delivery of technology services across the organisation. The work centres on overseeing service performance, driving continuous improvement and acting as the main link between ICT and its service users. Scope to develop expertise in Firelink and ESN, and to advise on Airwave communications, sets it apart. Candidates need experience managing budgets of £1m or more, an ITIL Foundation or equivalent, and a driving licence.

What the job involves

• Lead and manage the delivery of high-quality ICT services aligned with NFRS strategies and operational requirements
• Lead and manage the ICT service portfolio
• Work with the ICT management team to develop the NFRS IT service
• Oversee service performance and drive continuous improvement to enhance user experience and operational resilience
• Act as the key link between ICT and service users, managing communication, stakeholder relationships and customer satisfaction
• Develop skills towards becoming the principal technical expert on emergency services technology, including Firelink and ESN
• Take on the role of Operational Communications Tactical Advisor, giving operational and tactical advice on Airwave and mobile communications

Qualifications

• Degree or equivalent experience
• ITIL Foundation Certificate in IT Service Management or equivalent knowledge and experience

Experience

• Managing budgets of £1m or more
• ICT service delivery, operational support or technical services within a medium-sized multi-site organisation
• Compiling and presenting service improvement plans, operational reporting, service reviews and management documentation
• Familiarity with SLAs, KPIs and service improvement initiatives

Skills & knowledge

• Leading and motivating teams, and influencing and engaging others at all levels
• Awareness of risk management, service continuity, major incident and service recovery
• Familiarity with UK GDPR and the Data Protection Act 2018

Checks & eligibility

• Driving licence, with ability to travel when required