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