Team Manager - ICT Service Delivery

Directorate: Resources

Section: ICT

Location: Stoke Town Hall

Grade: Level 15

Salary: £54,495 - £57,870 per annum

Hours: 37 – Full Time

This advert is open to both Internal and External applicants.

This is a Fixed Term post for 6 months.

About the Role:

We are seeking an experienced and motivated ICT Service Delivery Manager to lead and develop key ICT operational services that support the delivery of essential public services.

This is a pivotal role within the ICT function, ensuring reliable, high quality and customer focused ICT services across the organisation.

The postholder will have overall responsibility for the IT Service Desk, End User Computing, Audio Visual Support, and Data Centre Operations teams.

You will ensure services are delivered in line with agreed service levels, best practice frameworks and Council priorities, while driving continuous improvement and service modernisation.

This role requires a high level of technical expertise alongside strong people management and service management experience within a complex IT environment, ideally in the public sector or a similarly regulated organisation.

Key Responsibilities:

• Provide leadership and day-to-day management of ICT operational teams, building a culture of high performance, collaboration and customer focus.
• Ensure the effective delivery of ICT services
• Act as the senior escalation point for operational incidents, problems and service risks and provide appropriate resolutions
• Oversee service desk operations, end user computing services (including devices and user support), audio visual support for meetings and events, and data centre operations.
• Manage supplier relationships and contract performance, ensuring value for money and service quality.
• Drive continual service improvement aligned with ITIL and other recognised best practice frameworks.
• Contribute to ICT strategy, service planning and digital transformation projects.
• Ensure services are delivered securely, resiliently and in line with relevant policies, standards, and legislation.

Required Skills, Knowledge and Experience Essential:

• Proven experience in an ICT service delivery, service desk or operational management role, ideally within the public sector or a large, complex organisation.
• Strong technical knowledge across a broad range of IT software and disciplines, including (but not limited to) all Microsoft products, end user applications, MDM, security products, telephony, networking and infrastructure architecture.
• A proactive attitude and approach to service delivery, using initiative and knowledge to develop creative and innovative solutions to complex problems.
• Demonstrable experience of managing and developing IT teams, with a track record of delivering excellent services and solutions.
• Experience working with ITIL or similar service management frameworks.
• Strong incident, problem and change management experience.
• Ability to manage suppliers and third-party contracts effectively.
• Excellent communication, customer service and stakeholder management skills, with the ability to explain technical issues to non-technical audiences.

Please note that if an employee who is currently at risk of redundancy within the organisation applies for this vacancy their application will receive priority. If this happens you will be advised accordingly.

Equality, Diversity and Inclusion

At Stoke-on-Trent City Council, we believe our strength comes from the diversity of our community, and we want our workforce to reflect that. We welcome applications from individuals of all backgrounds and experiences. We understand that some people, especially those from underrepresented or marginalised backgrounds, may hesitate to apply if they don’t meet all the listed requirements. If this role interests you and you think you could be a good fit, we encourage you to apply. We are proud of what makes each of us unique and are committed to creating a workplace where everyone feels included, can be themselves, and can succeed together.