Job Application

ICT Service Delivery Manager/Lead Inside IR35 - Council Experience a must!

Create and maintain a catalogue of all available services (service catalogue) and liaise with other colleagues across the IT service to ensure that this is kept up to date and is structured to ensure that it is easily understood and accessed by users.

Oversee and measure the fulfilment of contractual obligations, for multiple contracts and suppliers.

Maintain up to date records of systems, services, contracts, and information assets as part of the IT service's configuration management database (CMDB).

Responsible for the provision of an excellent user centred service that supports users to get full value from the digital tools and equipment available to them, helping users find the simplest, safest way of achieving their goals.

Responsibility for problem management including the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service.

Work with all stakeholders to develop and enhance relationships and assess feedback to highlight issues which need to be addressed.

Monitor and account for expenditure and make early identification of where costs may exceed planned budget and provide timely reports, ensuring that all financial targets can be met.

Lead on the delivery, implementation, and support of others to ensure that the Council's values and practices always meet our objectives for security, financial prudence and transparency, inclusion and sustainability. 

Actively support the work of a range of multidisciplinary teams, providing strategic advice and guidance so that teams benefit from your core skills; promote the generous sharing of expertise and create opportunities for continuous learning and development.

Actively contribute to Council-wide and directorate initiatives that will achieve and implement the Council's priorities and corporate objectives and meet the user needs of Havering and Newham residents and businesses.

On a rota basis with other Senior managers, act as the lead officer ensuring the effective coordination and delivery of support to users, including out of hours support where applicable, for which additional payment will be offered.

Be proactive in devising improvements and recommending changes to systems, products, or services, including where these are managed in other sections of the ICT service and/or external suppliers. 

Draft, agree and maintain policy, standards, and procedures for the service support function, ensuring that operational methods, procedures, and facilities are documented, maintained, and reviewed regularly to maintain their effectiveness and efficiency.

Maintain up to date information on major problem resolution and ensure the communication of such information to all interested parties, making sure that problems are fully documented within the configuration management system.

Create and maintain a catalogue of all available services (service catalogue) and liaise with other colleagues across the IT service to ensure that this is kept up to date and is structured to ensure that it is easily understood and accessed by users.

Take responsibility for the control of IT assets issued to end-users (hardware and software) including secure storage, distribution (and re-assignment) and disposal, ensuring accurate records are maintained at a level that will enable the effective management of costs and income from recharges.

Develop stakeholder communications strategies including, for example, handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned.

Ensure that stakeholders understand available IT services and promote financial and commercial awareness in order to deliver value-for-money.

Oversee and measure the fulfilment of contractual obligations, for multiple contracts and suppliers.

Maintain up to date records of systems, services, contracts, and information assets as part of the IT service's configuration management database (CMDB).

Work with the other senior members of the team to identify risks, assist in risk assessment, manage agreed actions (which may involve acceptance of risk, risk reduction or mitigations to avoid/eliminate risks), and monitor the status of risks on an ongoing basis. Actively review outcomes and feed these into future improvements.