Team Manager - ICT Service Delivery
Job summary
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https://webrecruitment.stoke.gov.uk/wrl/pages/vacancy.jsf?vacancyRef=0000025656
- Directorate: Resources
- Section: ICT
- Location: Stoke Town Hall
- Grade: Level 15
- Salary: £54,495 - £57,870
- Hours: 37 Full Time
This advert is open to both Internal and External applicants.
This is a Fixed Term post for 6 months.
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 description
Job responsibilities
Job Title Team Manager ICT Service Delivery Directorate Resources Legal, Governance and Customer Services Section ICT and Digital Responsible to Head of ICT and Chief Digital Officer Responsible for Service Delivery Team Grade Level 15 Job Purpose To define and manage the corporate technology roadmap. To lead the effective development and delivery ICT services, to manage operational risks effectively and proactively and to take a specialist lead as required. To drive service and business transformation opportunities to achieve continued excellence and efficiency and improved customer service. To innovate, develop and maintain the business through the use of ICT. To protect the councils electronic and physical ICT assets. To lead and direct the development of core strategic systems across the council. Key Duties / Responsibilities Strategic Management 1. To be a key member of the ICT Management Team in translating strategic vision and priorities into operational plans and monitor their progress on a regular basis. In addition to identify exceptions and risks. 2. To provide clear and timely operational and strategic advice, guidance and support to the Strategic Manager, Assistant Director, Elected Members and Executive Leadership Team, actively contributing to corporate policy and strategic decision making. 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 appropriate quality services to support the Councils core and statutory services. 5. To implement the Councils budget strategy, ensuring budgets are well managed within Government controls, identifying and proposing methods of generating resources. Page 2 of 8 6. To undertake large and complex procurements for ICT equipment, systems and services. Performance 1. To identify and deliver new commercial opportunities, income generation and efficiencies. 2. To ensure that the council has sound business systems to inform its improvement activity. 3. To ensure an effective customer focus and involvement with service design and delivery. Resource Management 1. To ensure all employees are developed and supported to enable them to reach required 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 the council. 3. To ensure that the staff within the Service Delivery Team are organised, receive appropriate learning, are informed, managed and motivated to deliver a high quality and cost-effective service. Communications 1. To develop and maintain appropriate relationships with diverse stakeholders including elected members, council officers and other external agencies and software suppliers. 2. To provide analysis and reports to The Executive, Elected Members, senior management, external organisations and others as directed. 3. To provide strategic systems advice to the Chief Executive and other senior managers or any other advice that might give rise to media attention and/or external scrutiny. Culture 1. To promote equal opportunities with our communities and staff through personal example, open commitment and clear action. 2. To provide leadership and direction to staff in the delivery of an excellent Technology Team. 3. To ensure the provision of a working environment that is open and supportive and encourages staff to do their best and develop their full potential. Page 3 of 8 4. 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: £1,750,000 Capital 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
- Proven success in developing effective working relationships
- 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
- environment
- 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
- identify new options for service development
- 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
- service delivery.
- 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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website.
Employer details
Employer name
Stoke-on-Trent City Council
Address
Civic Centre
Glebe Street
Stoke
Staffordshire
ST4 1HH
Employer's website
https://www.stoke.gov.uk/jobs