ICT Service Delivery Manager

ICT Service Delivery Manager

Temporary Contract

Job Details

Client: Charnwood Borough Council

Service Area: ICT and Data Security / Information Services

Hours: 37 hours per week

Working Pattern:

Hybrid working

3 days in the office

2 days remote

Start Date: 21 September 2026

Duration: 78 weeks

Number of Roles: 1

Location

Office Base:

Council Offices

Southfield Road

Loughborough

Leicestershire

LE11 2TX

Pay

PAY Rate: £22.41 per hour

Job Overview

Charnwood Borough Council is seeking an experienced ICT Service Delivery Manager to manage the effective operational delivery of ICT services.

The role will oversee day-to-day ICT operations, service performance, customer satisfaction, ICT projects and continuous improvement. The successful candidate will work closely with ICT managers across development, security and support functions to ensure services are reliable, secure, coordinated and aligned with organisational priorities.

This role will provide leadership and operational capacity to support the Head of ICT & Data Security during a period of organisational change, including Local Government Reorganisation activity.

Important - Please Read Carefully

This is a senior ICT Service Delivery / ICT Operations Management role.

Candidates must have significant experience managing ICT service delivery or ICT operations in a complex organisation.

Strong knowledge of ITIL, ICT service management, service desk operations, SLA/KPI performance, supplier management, ICT projects, cyber security, business continuity, risk management and stakeholder engagement is essential.

Candidates without ICT service delivery, ICT operations management, ITIL, project delivery, supplier management or ICT leadership experience are unlikely to be considered.

The role may involve work outside normal working hours, including major incidents, business continuity events or out-of-hours support arrangements where required.

Key Responsibilities

• Manage operational delivery of ICT services
• Ensure ICT systems, support and services meet organisational needs
• Monitor service performance, including SLAs, KPIs and customer satisfaction
• Ensure high availability and performance across platforms and systems
• Maintain and improve ICT service delivery functions
• Support Service Desk, Information Governance, Security and related ICT functions
• Take responsibility for assigned ICT projects and programmes
• Deliver projects to time, cost and quality standards
• Support corporate and service transformation initiatives
• Provide day-to-day leadership across ICT operational teams
• Work closely with ICT Development, Security and Support managers
• Deputise for the Head of ICT & Data Security on operational matters where required
• Ensure ICT services operate within governance frameworks, policies and procedures
• Support risk management, business continuity, cyber security and disaster recovery arrangements
• Build strong relationships with stakeholders and service areas
• Translate business requirements into effective ICT delivery
• Manage suppliers and contracts to ensure performance and value for money
• Support ICT operational and capital budget management
• Contribute to business cases, procurement activity and investment planning
• Identify and deliver improvements to ICT services, processes and customer experience
• Promote innovation, best practice and continuous improvement
• Support the Council's digital and transformation agenda

Essential Experience & Skills

• Significant ICT service delivery or ICT operations management experience
• Experience managing ICT services in a customer-focused environment
• Experience managing service performance, SLAs, KPIs and customer satisfaction
• Experience delivering ICT projects and service improvements
• Experience managing suppliers and external service providers
• Experience working with multiple ICT specialisms such as infrastructure, development, security and service desk
• Strong knowledge of ICT service management frameworks, including ITIL
• Understanding of ICT infrastructure, applications and service environments
• Working knowledge of risk management
• Working knowledge of business continuity
• Working knowledge of IT and cyber security
• Working knowledge of disaster recovery arrangements
• Ability to analyse performance data and drive service improvements
• Strong problem-solving skills
• Financial awareness, including budget monitoring and cost control
• Understanding of procurement and contract management processes
• Excellent communication skills
• Ability to engage technical and non-technical stakeholders
• Strong influencing and negotiation skills
• Ability to challenge constructively
• Proven leadership capability
• Ability to motivate and develop teams
• Strong organisational skills
• Ability to prioritise competing demands and work under pressure
• Ability to respond flexibly to service needs and deadlines

Qualifications

Essential:

Educated to degree level standard or equivalent, or demonstrable equivalent experience in ICT, Information Systems or a related discipline.

Essential:

ITIL v3 or ITIL v4 Foundation or higher qualification.

Essential:

Project management qualification, such as PRINCE2 or Agile.

Essential:

Evidence of continuing professional development relevant to ICT, data or public sector transformation.

Desirable

• Local government or public sector ICT experience
• Experience supporting organisational change or transformation programmes
• Knowledge of local government digital and ICT agendas
• Experience supporting Local Government Reorganisation activity
• Experience contributing to business cases, procurement and investment planning
• Experience managing ICT operational and capital budgets
• Experience deputising for senior ICT leadership
• Experience in major incident, business continuity or out-of-hours support arrangements

Additional Information

This role supports both operational service delivery and strategic enablement during a period of organisational change, including Local Government Reorganisation.

The postholder may be required to participate in out-of-hours support arrangements where required, such as major incidents or business continuity events.

Interview will be held online via Microsoft Teams.

Candidate submission deadline is 28 August 2026.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference

OR110990