Ict Service Delivery Manager

4 weeks ago

Bridgend, United Kingdom Page Group Full time

The Service Delivery Manager supports the Head of ICT in managing two distinct areas of the department: Customer Services and Business Support. The role is responsible for setting and delivering agreed levels of technical service support and technical businessprovision for South Wales Police as well as other emergency services and external partners.

**Client Details**

South Wales Police is an innovative public sector organisation who have recently revealed their plans of departmental restructure with exciting new projects - funded by multi million pounds worth of investment. Currently going through a period of significantgrowth and technological change, there has never been a better time to join SWP

**Description**

**SALARY - £51,771 + Market Supplement reviewed annually.**

**CLOSING DATE - 05/01/2023**
- Within the Customer Services section, the Service Delivery Manager is responsible for all first-line service support through the management of a fast-paced and dynamic Service Desk which operates in line with the ITIL framework. The role is also responsiblefor the department's Business Support function which includes budget control, procurement/purchasing, asset and stores management, amongst a range of other administrative duties.
- This role includes ensuring that the ICT department are auditable and accountable for all business transactions, first-line support, and administrative functions.
- The role holder will respond, where necessary, to the ever-evolving technical requirements of the organisation, ensuring they are achieved in line with the Chief Constable's delivery plan.
- This role is one of four senior management positions within the department who make up the ICT Senior Management Team. A key purpose of role is to support, collaborate with, and provide resilience for the other three sections of ICT (Technical Standards,Technical Programme Management and Technical Delivery.)

**Responsibilities**:

- To manage technical service delivery for a 24/7 organisation, to ensure we provide our communities with a reliable and efficient policing service.
- To make a professional contribution to the overall management of the department, and across other areas of professional discipline when necessary.
- To set and maintain service delivery standards by identifying and communicating opportunities for continuous improvement whilst managing Service Desk performance using various KPIs.
- To manage the capital and revenue implications of delivering exceptional customer service.
- To provide auditable and accountable assurances that the ICT department's business activity is operating in compliance with set local and national legislation, regulations, and policies.

**Profile**
- Must hold a recognised ICT service management qualification (e.g, ITIL)
- Must demonstrate substantial experience of delivering and implementing a service delivery strategy against an agreed ICT policy.
- Must have a proven background in managing both customer and business support in the delivery of technical services within a large ICT department.
- Must have proven experience of working in a senior role at project board level.
- Must have strong experience of implementing ICT disaster recovery as part of business continuity policies.

**Where you'll fit in**:
The ICT Service Delivery Manager sits within the Senior Management Team and is responsible for:

- ICT Service Desk
- ICT Customer Relationship Management
- ICT Communication
- ICT Health, Safety & Welfare
- ICT Information Analytics
- ICT Personnel Support
- ICT Business Continuity
- ICT Finance and Budgets
- ICT Procurement & Purchasing
- ICT Business Relationship Management
- ICT Licensing Management
- ICT Stores Management
- ICT Asset Management

**Job Offer**

**Benefits**:

- Agile working
- Blue light discount scheme
- Gym Discounts
- Eye Care Plan Scheme
- Plus a long list of amazing company benefits for you to take a look at

This role will also be eligible for a additional market supplement added to the first years annual salary.

**Diversity, Equality & Inclusion**

As a Force, we are committed to developing the overall structure of equality, diversity and inclusion across South Wales Police: in our workforce and in the services we provide.

South Wales Police is an equal opportunities employer and is determined to attract, employ and support a workforce which is representative of the diverse society which it serves.

We are committed to achieving a working environment which is free from any form of harassment, intimidation, bullying or victimisation.

Applications are welcomed from all under-represented groups and support will be made available for all applicants as and when requested.

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