Team Manager - ICT Service Delivery

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• 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 . click apply for full job details