{"id":2368088,"url":"https://alion.io/job/fixspace-ict-service-delivery-manager","title":"ICT Service Delivery Manager","company":{"id":4422484,"name":"Fix Space Recruitment","domain":"fixspace.uk","url":"https://alion.io/company/fixspace","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Loughborough, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":22,"max":22,"currency":"GBP","period":"hour","gross":null,"usd_annual":58000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Microsoft Teams","optional":true}],"status":"live","first_seen_at":"2026-10-12T17:02:34Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-15T06:45:15Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"ICT Service Delivery Manager\nTemporary Contract\nJob Details\nClient: Charnwood Borough Council\nService Area: ICT and Data Security / Information Services\nHours: 37 hours per week\nWorking Pattern:\nHybrid working\n3 days in the office\n2 days remote\nStart Date: 21 September 2026\nDuration: 78 weeks\nNumber of Roles: 1\nLocation\nOffice Base:\nCouncil Offices\nSouthfield Road\nLoughborough\nLeicestershire\nLE11 2TX\nPay\nPAY Rate: £22.41 per hour\nJob Overview\nCharnwood Borough Council is seeking an experienced ICT Service Delivery Manager to manage the effective operational delivery of ICT services.\nThe 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.\nThis 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.\nImportant - Please Read Carefully\nThis is a senior ICT Service Delivery / ICT Operations Management role.\nCandidates must have significant experience managing ICT service delivery or ICT operations in a complex organisation.\nStrong 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.\nCandidates without ICT service delivery, ICT operations management, ITIL, project delivery, supplier management or ICT leadership experience are unlikely to be considered.\nThe role may involve work outside normal working hours, including major incidents, business continuity events or out-of-hours support arrangements where required.\nKey Responsibilities\nManage operational delivery of ICT services\nEnsure ICT systems, support and services meet organisational needs\nMonitor service performance, including SLAs, KPIs and customer satisfaction\nEnsure high availability and performance across platforms and systems\nMaintain and improve ICT service delivery functions\nSupport Service Desk, Information Governance, Security and related ICT functions\nTake responsibility for assigned ICT projects and programmes\nDeliver projects to time, cost and quality standards\nSupport corporate and service transformation initiatives\nProvide day-to-day leadership across ICT operational teams\nWork closely with ICT Development, Security and Support managers\nDeputise for the Head of ICT & Data Security on operational matters where required\nEnsure ICT services operate within governance frameworks, policies and procedures\nSupport risk management, business continuity, cyber security and disaster recovery arrangements\nBuild strong relationships with stakeholders and service areas\nTranslate business requirements into effective ICT delivery\nManage suppliers and contracts to ensure performance and value for money\nSupport ICT operational and capital budget management\nContribute to business cases, procurement activity and investment planning\nIdentify and deliver improvements to ICT services, processes and customer experience\nPromote innovation, best practice and continuous improvement\nSupport the Council's digital and transformation agenda\nEssential Experience & Skills\nSignificant ICT service delivery or ICT operations management experience\nExperience managing ICT services in a customer-focused environment\nExperience managing service performance, SLAs, KPIs and customer satisfaction\nExperience delivering ICT projects and service improvements\nExperience managing suppliers and external service providers\nExperience working with multiple ICT specialisms such as infrastructure, development, security and service desk\nStrong knowledge of ICT service management frameworks, including ITIL\nUnderstanding of ICT infrastructure, applications and service environments\nWorking knowledge of risk management\nWorking knowledge of business continuity\nWorking knowledge of IT and cyber security\nWorking knowledge of disaster recovery arrangements\nAbility to analyse performance data and drive service improvements\nStrong problem-solving skills\nFinancial awareness, including budget monitoring and cost control\nUnderstanding of procurement and contract management processes\nExcellent communication skills\nAbility to engage technical and non-technical stakeholders\nStrong influencing and negotiation skills\nAbility to challenge constructively\nProven leadership capability\nAbility to motivate and develop teams\nStrong organisational skills\nAbility to prioritise competing demands and work under pressure\nAbility to respond flexibly to service needs and deadlines\nQualifications\nEssential:\nEducated to degree level standard or equivalent, or demonstrable equivalent experience in ICT, Information Systems or a related discipline.\nEssential:\nITIL v3 or ITIL v4 Foundation or higher qualification.\nEssential:\nProject management qualification, such as PRINCE2 or Agile.\nEssential:\nEvidence of continuing professional development relevant to ICT, data or public sector transformation.\nDesirable\nLocal government or public sector ICT experience\nExperience supporting organisational change or transformation programmes\nKnowledge of local government digital and ICT agendas\nExperience supporting Local Government Reorganisation activity\nExperience contributing to business cases, procurement and investment planning\nExperience managing ICT operational and capital budgets\nExperience deputising for senior ICT leadership\nExperience in major incident, business continuity or out-of-hours support arrangements\nAdditional Information\nThis role supports both operational service delivery and strategic enablement during a period of organisational change, including Local Government Reorganisation.\nThe postholder may be required to participate in out-of-hours support arrangements where required, such as major incidents or business continuity events.\nInterview will be held online via Microsoft Teams.\nCandidate submission deadline is 28 August 2026.\nDisclaimer\nOn 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.\nI 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.\nJob 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