Team Manager - ICT Service Delivery

NHS; Stoke-on-Trent; On-site; GBP 45,000 - 60,000; Full time

Job summary

A public sector organization is seeking an experienced ICT Service Delivery Manager to lead operational services vital to public service delivery. This pivotal role ensures reliable and customer-focused ICT services while managing teams and driving service improvements. The ideal candidate will have a strong technical background in ICT and proven experience in operational management, particularly within a complex organization, enhancing service quality and performance metrics. This is a full-time, fixed-term position based in Stoke-on-Trent.

Benefits

Public sector pension

Career development opportunities

Qualifications

• Proven experience in ICT service delivery or operational management.
• Strong knowledge of a wide range of IT software and disciplines.
• Demonstrable experience of managing IT teams.
• Ability to manage suppliers and contracts effectively.
• Experience supporting digital transformation projects.

Responsibilities

• Lead ICT operational teams to enhance service delivery.
• Oversee IT service desk operations and performance.
• Drive continuous service improvement initiatives.
• Manage budgets and resources effectively.
• Develop relationships with stakeholders and external partners.

Skills

Leadership

Service management

Technical knowledge

Incident management

Communication

Education

Degree level education in a relevant field

Tools

Microsoft products

Service management frameworks (e.g., ITIL)

Cloud technologies

Job description

** WE ARE CURRENTLY UNABLE TO ACCEPT APPLICATIONS VIA NHS JOBS. TO CONTINUE WITH YOUR APPLICATION, PLEASE USE THE FOLLOWING LINK TO OUR CAREERS SITE **

https://webrecruitment.stoke.gov.uk/wrl/pages/vacancy.jsf?vacancyRef=0000025656

• Directorate: Resources
• Section: ICT
• Location: Stoke Town Hall
• Hours: 37 Full Time

This advert is open to both Internal and External applicants.

This is a Fixed Term post for 6 months.

Main duties of the job

About the Role:

We are seeking an experienced and motivated ICT Service Delivery Manager to lead and develop key ICT operational services that support the delivery of essential public services.

This is a pivotal role within the ICT function, ensuring reliable, high quality and customer focused ICT services across the organisation.

The postholder will have overall responsibility for the IT Service Desk, End User Computing, Audio Visual Support, and Data Centre Operations teams.

You will ensure services are delivered in line with agreed service levels, best practice frameworks and Council priorities, while driving continuous improvement and service modernisation.

This role requires a high level of technical expertise alongside strong people management and service management experience within a complex IT environment, ideally in the public sector or a similarly regulated organisation.

Main duties of the job

Key Responsibilities:

• Provide leadership and day-to-day management of ICT operational teams, building a culture of high performance, collaboration and customer focus.
• Ensure the effective delivery of ICT services
• Act as the senior escalation point for operational incidents, problems and service risks and provide appropriate resolutions
• Oversee service desk operations, end user computing services (including devices and user support), audio visual support for meetings and events, and data centre operations.
• Manage supplier relationships and contract performance, ensuring value for money and service quality.
• Drive continual service improvement aligned with ITIL and other recognised best practice frameworks.
• Contribute to ICT strategy, service planning and digital transformation projects.
• Ensure services are delivered securely, resiliently and in line with relevant policies, standards, and legislation.
• Manage budgets, resources and workforce planning for the services.

About us

Required Skills, Knowledge and Experience Essential:

• Proven experience in an ICT service delivery, service desk or operational management role, ideally within the public sector or a large, complex organisation.
• Strong technical knowledge across a broad range of IT software and disciplines, including (but not limited to) all Microsoft products, end user applications, MDM, security products, telephony, networking and infrastructure architecture.
• A proactive attitude and approach to service delivery, using initiative and knowledge to develop creative and innovative solutions to complex problems.
• Demonstrable experience of managing and developing IT teams, with a track record of delivering excellent services and solutions.
• Experience working with ITIL or similar service management frameworks.
• Strong incident, problem and change management experience.
• Ability to manage suppliers and third-party contracts effectively.
• Excellent communication, customer service and stakeholder management skills, with the ability to explain technical issues to non-technical audiences.
• Knowledge of cyber security, resilience and business continuity within ICT operations.
• Experience supporting digital transformation or service modernisation programmes.
• Experience with AI products and solutions.
• Strong organisational skills with the ability to prioritise and manage competing demands.

Job responsibilities

Job Title Team Manager ICT Service DeliveryDirectorate Resources Legal, Governance and Customer ServicesSection ICT and DigitalResponsible to Head of ICT and Chief Digital OfficerResponsible for Service Delivery TeamGrade Level 15Job PurposeTo define and manage the corporate technology roadmap. To lead the effective developmentand delivery ICT services, to manage operational risks effectively and proactively and to takea specialist lead as required. To drive service and business transformation opportunities toachieve continued excellence and efficiency and improved customer service. To innovate,develop and maintain the business through the use of ICT. To protect the councils electronicand physical ICT assets. To lead and direct the development of core strategic systems acrossthe council.Key Duties / ResponsibilitiesStrategic Management1. To be a key member of the ICT Management Team in translating strategic vision andpriorities into operational plans and monitor their progress on a regular basis. Inaddition to identify exceptions and risks.2. To provide clear and timely operational and strategic advice, guidance and support tothe Strategic Manager, Assistant Director, Elected Members and ExecutiveLeadership Team, actively contributing to corporate policy and strategic decisionmaking.3. To support the Strategic Manager in determining the best model of service delivery,that delivers a high-quality customer experience.4. To support the development, implementation and evaluation of business plans,innovative ICT technologies, strategies, policies and procedures to deliver appropriatequality services to support the Councils core and statutory services.5. To implement the Councils budget strategy, ensuring budgets are well managedwithin Government controls, identifying and proposing methods of generatingresources.Page 2 of 86. To undertake large and complex procurements for ICT equipment, systems andservices.Performance1. To identify and deliver new commercial opportunities, income generation andefficiencies.2. To ensure that the council has sound business systems to inform its improvementactivity.3. To ensure an effective customer focus and involvement with service design anddelivery.Resource Management1. To ensure all employees are developed and supported to enable them to reachrequired competencies to deliver services to both national and local standards.2. To ensure that staff working in the Service Delivery Team actively support services,management teams and partners in the delivery of service improvement across thecouncil.3. To ensure that the staff within the Service Delivery Team are organised, receiveappropriate learning, are informed, managed and motivated to deliver a high qualityand cost-effective service.Communications1. To develop and maintain appropriate relationships with diverse stakeholders includingelected members, council officers and other external agencies and software suppliers.2. To provide analysis and reports to The Executive, Elected Members, seniormanagement, external organisations and others as directed.3. To provide strategic systems advice to the Chief Executive and other senior managersor any other advice that might give rise to media attention and/or external scrutiny.Culture1. To promote equal opportunities with our communities and staff through personalexample, open commitment and clear action.2. To provide leadership and direction to staff in the delivery of an excellent TechnologyTeam.3. To ensure the provision of a working environment that is open and supportive andencourages staff to do their best and develop their full potential.Page 3 of 84. To promote a team culture of best practice and service improvement.5. Any other duties appropriate to the post.Finance and Staffing Dimensions (if applicable)Gross Revenue Budget: £1,750,000Capital Budget: £6,500,000 (contributes to the management of)Staff: 22 across a range of technology disciplines.

• Job Title Team Manager ICT Service DeliveryDirectorate Resources Legal, Governance and Customer ServicesSection ICT and DigitalResponsible to Head of ICT and Chief Digital OfficerResponsible for Service Delivery TeamGrade Level 15Job PurposeTo define and manage the corporate technology roadmap. To lead the effective developmentand delivery ICT services, to manage operational risks effectively and proactively and to takea specialist lead as required. To drive service and business transformation opportunities toachieve continued excellence and efficiency and improved customer service. To innovate,develop and maintain the business through the use of ICT. To protect the councils electronicand physical ICT assets. To lead and direct the development of core strategic systems acrossthe council.Key Duties / ResponsibilitiesStrategic Management1. To be a key member of the ICT Management Team in translating strategic vision andpriorities into operational plans and monitor their progress on a regular basis. Inaddition to identify exceptions and risks.2. To provide clear and timely operational and strategic advice, guidance and support tothe Strategic Manager, Assistant Director, Elected Members and ExecutiveLeadership Team, actively contributing to corporate policy and strategic decisionmaking.3. To support the Strategic Manager in determining the best model of service delivery,that delivers a high-quality customer experience.4. To support the development, implementation and evaluation of business plans,innovative ICT technologies, strategies, policies and procedures to deliver appropriatequality services to support the Councils core and statutory services.5. To implement the Councils budget strategy, ensuring budgets are well managedwithin Government controls, identifying and proposing methods of generatingresources.Page 2 of 86. To undertake large and complex procurements for ICT equipment, systems andservices.Performance1. To identify and deliver new commercial opportunities, income generation andefficiencies.2. To ensure that the council has sound business systems to inform its improvementactivity.3. To ensure an effective customer focus and involvement with service design anddelivery.Resource Management1. To ensure all employees are developed and supported to enable them to reachrequired competencies to deliver services to both national and local standards.2. To ensure that staff working in the Service Delivery Team actively support services,management teams and partners in the delivery of service improvement across thecouncil.3. To ensure that the staff within the Service Delivery Team are organised, receiveappropriate learning, are informed, managed and motivated to deliver a high qualityand cost-effective service.Communications1. To develop and maintain appropriate relationships with diverse stakeholders includingelected members, council officers and other external agencies and software suppliers.2. To provide analysis and reports to The Executive, Elected Members, seniormanagement, external organisations and others as directed.3. To provide strategic systems advice to the Chief Executive and other senior managersor any other advice that might give rise to media attention and/or external scrutiny.Culture1. To promote equal opportunities with our communities and staff through personalexample, open commitment and clear action.2. To provide leadership and direction to staff in the delivery of an excellent TechnologyTeam.3. To ensure the provision of a working environment that is open and supportive andencourages staff to do their best and develop their full potential.Page 3 of 84. To promote a team culture of best practice and service improvement.5. Any other duties appropriate to the post.Finance and Staffing Dimensions (if applicable)Gross Revenue Budget: £1,750,000Capital Budget: £6,500,000 (contributes to the management of)Staff: 22 across a range of technology disciplines.

Person Specification

Experience

• Significant experience of management of change in the
• technology sector, preferably within a complex organisation.
• Significant experience of managing the lifecycle of end user
• devices in large complex organisation with an excellent working
• knowledge of current technology standards.
• Significant experience of managing an on-premises Data
• Centre in an on premise large complex organisation with an
• excellent working knowledge of current technology standards.
• Significant experience of managing a busy ICT Service Desk in
• large complex organisation with the relevant ITIL standards.
• Significant experience of cloud technology and standards.
• Experience of leading, motivating and developing a team, and
• ensure they maintain a culture of change that is team based,
• performance driven and maintains the motivation of staff.
• Experience of budget management
• and partnerships with other agencies
• Proven success in influencing others leading to improved
• service delivery with a focus on value for money
• Experience of building stakeholder confidence in a change
• To be commercially minded when renewing and procuring
• systems and services and have a good understanding, of and
• demonstrable experience of large and complex public sector
• procurements

Qualifications

• Degree level education or equivalent with considerable
• management experience in ICT service delivery and operational
• management in one of the following areas: Service Desk, Data
• Centre or End User Devices
• Significant knowledge of specific industry standards relating to
• the role and more generally across the ICT sector.
• Understanding of the potential for integrated ICT systems to
• support and improve the delivery of services
• Understanding and awareness of the sensitive nature of a
• political environment
• Knowledge of cloud technology and standards

Skills and Abilities

• Ability to convey clear vision and manage strategically within a
• corporate context and to strict deadlines
• Highly developed networking, advocacy, oral, written and
• presentation skills with the ability to represent the councils
• policies and views to the public and media
• Ability to work effectively within the democratic process, with the
• political acumen and skills to develop productive working
• relationships that command confidence, respect and trust
• Proven problem-solving and analytical skills and ability to think
• critically
• Ability to cope with complex issues
• Ability to maximise resources and manage budgets effectively
• in a financially disciplined environment
• Significant experience and ability of successfully operating and
• negotiating with outside agencies on behalf of the Council.
• Ability to implement creative and imaginative approaches and
• An inclusive team worker who can foster partnerships, work
• collaboratively across boundaries and achieve performance and
• results through others.
• A clear strategic and lateral thinker, able to make effective
• decisions in a complex and challenging environment
• A strong leader with energy and flair and a passion and
• determination for promoting culture changes required to raise
• service standards in Stoke-on-Trent. This includes a personal
• and professional commitment to open communication, equal
• opportunities and diversity.
• Results and outcome focussed
• The ability to demonstrate a track record of motivating and
• inspiring staff in order to deliver a change agenda and improve
• High degree of personal and professional probity, integrity and
• credibility that sustains the confidence and trust of Members,
• staff at all levels and external partners and stakeholders that
• foster a positive reputation for the Council.