ICT Service Delivery Manager

Grade: 8

Post Number: TBD

Conditions of Service: NJC for Local Government Services National Scheme of Conditions of Service

Responsible to: Head of ICT

Responsible for: ICT Service Desk Manager, IT Development Officer(s), IT Infrastructure Development Officer, ICT Support Technician(s) and ICT Apprentice Support Technician.

General Description of the Post

1. Management of the maintenance, development and security of all NFRS ICT systems, infrastructure, processes and policies throughout their lifecycle.
2. Manage the operational resolution of incidents, problems, events and requests logged against the ICT infrastructure, using ITIL-based processes and procedures.
3. Manage the provision of technical support to all users, via the ICT Service Desk and the 24 / 7 / 365 technical support on-call rota.
4. Manage the planning, implementation and maintenance of stable ICT application architecture and infrastructure (well-designed, resilient, secure and cost-effective).
5. Oversee the development of ITIL-based service management policies and procedures.
6. Ensure security of all NFRS information, data, network access and backup systems.
7. Own the process to identify technical problems and implement strategic solutions.
8. Preserve all ICT assets, information security and control structures.
9. Act as custodian of ICT technical knowledge and expertise within the department.
10. Handle annual budget and ensure cost effectiveness.

Specific Duties

In fulfilling these roles, the postholder will be directly responsible for: -

11. Delegate and prioritise incoming service requests from the ICT Service Desk in the form of incidents, requests, events and problems to ensure the efficient and secure operation of the organisations ICT application architecture and infrastructure.
12. Oversee the management of the ICT Service Operations team, prioritising departmental tasks and activities through the effective use of resources available.
13. Manage the completion of routine and maintenance tasks with other project work within the team by applying resource allocation to deliver an effective and productive service.
14. Manage specific budgets as agreed with the Head of ICT, providing regular expenditure and outturn reports as required.
15. Manage ICT external support contracts, liaising with suppliers to ensure that agreed service levels are adhered to and best value is achieved.
16. Maintain strong communication links with Head of ICT and other department managers to keep them fully informed of the operation of all ICT systems and infrastructure.
17. Produce service metrics in the form of KPIs, documentation and reports to support the management of the ICT function and its activities.
18. Respond to user and departmental manager requests for technical information, advice and support where applicable, verbally, in meetings or by telephone or email.
19. Develop an ICT architecture and infrastructure with appropriate interfaces that ensures fit for purpose ICT, with fast, reliable, robust, simple, secure, accessible, responsive, joined up and interoperable systems and infrastructure that meet business needs.
20. Management of the maintenance and support of all information and data contained within NFRS databases along with the backup/restore/recovery solutions processes, and ICT Disaster Recovery and Business Continuity Management procedures.
21. Work collaboratively with the Service Project Manager to ensure that all ICT Department projects are delivered in-line with their agreed business case and budget.
22. Manage the ICT Problem Management Process and proactively interface with ICT Change Management Process, to resolve widespread ICT infrastructure issues.
23. Take all reasonable steps to ensure that ICT systems are secure from unauthorised access and that all software in use is adequately licensed.
24. Management of ICT staff including identifying and addressing staff needs, monitoring workloads, absence management and planning of staff training and development.
25. Coach, mentor, motivate and supervise ICT staff to ensure positive action, responsibility and accountability for all assigned tasks.
26. Ensure that ICT staff have the requisite technical and service management skills and knowledge to undertake their roles competently;
27. To be responsible for the performance management of ICT staff, including Personal Development Reviews, dealing with performance, disciplinary and attendance issues.
28. To ensure the health, safety and well-being of ICT staff, including stress risk assessments where applicable;
29. Support the Head of ICT in developing and maintaining an ICT strategy which both complements and contributes towards NFRS strategic plans;
30. Any other duties which may reasonably be regarded as within the nature of the duties, responsibilities and grade of the post as defined, subject to the proviso that normally any significant changes of a permanent nature should be incorporated into the job description in specific terms.

Specific health, safety and environmental responsibilities

• Liaise with the Service Health and Safety Adviser to ensure safe systems of work – based on the outcomes of risk assessments – are devised and followed and that the environmental risk management repercussions of work tasks are identified and managed.