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- Tasks: Lead the ICT Service Delivery Team and ensure high-quality service delivery.
- Company: Join a dynamic, forward-thinking organisation dedicated to supporting residents.
- Benefits: Flexible working arrangements, career development opportunities, and a supportive work environment.
- Why this job: Make a real impact by improving ICT services and supporting your community.
- Qualifications: Experience in ICT support, ITIL knowledge, and strong leadership skills required.
- Other info: Opportunity for occasional flexible hours and a structured interview process.
The predicted salary is between 40000 - 50000 £ per year.
This is an exciting opportunity to join our dynamic, forward-thinking organisation and play a key role in supporting our residents. As ICT Service Support Manager, you will lead our ICT Service Delivery Team and act as the main operational interface between the business and ICT Services. You’ll ensure that service delivery meets agreed KPIs and high-quality standards, managing the Service Desk and technical support functions, and be the point of escalation for the ICT Service Delivery Team to provide operational guidance and technical support for complex issues. Using practices from the ITIL framework, you will drive continuous improvement in ICT Service Delivery. Working closely with suppliers, partners, and internal teams, you will help maintain highly available, secure, and customer-focused business systems across the Council.
We’re looking for an individual who has experience with:
- Managing ICT support functions, including the Service Desk, system administration, and familiar with technical infrastructure.
- Providing senior technical support for complex endpoint issues, including how to manage the call life cycle through incident and problem management.
- Experience working in an ITIL environment and understand relating to Incident and Service Request, Problem, and Change management.
- Leading on ICT Service Level, Availability, Continuity, Capacity, Security, Release, and Configuration Management in line with industry best practices such as ITIL.
- Experience with budgets and ensuring cost-effective procurement and service delivery.
- Producing operational reports, statistics, and KPIs to monitor and improve performance.
- Developing and maintaining frameworks, procedures, and standards for professional ICT Service Delivery.
The ideal candidate would be:
- Educated to degree level or possess equivalent higher education or experience.
- Ideally ITIL certified, with additional qualifications such as PRINCE2, Microsoft and Network qualifications.
- A confident communicator with excellent organisational and leadership skills.
- Experienced in managing staff development, including performance reviews and skills analysis.
- Skilled in commercial negotiation with vendors and managing supplier contracts.
- Committed to continuous improvement and delivering high-quality ICT services.
What you need to know:
This role may require occasional work outside of normal office hours, including evenings and weekends, to support service and project delivery. The Council supports flexible working arrangements to help maintain a healthy work/life balance. If you are shortlisted for interview, you will be invited to our Council Offices in Beeston. The selection process will include a 20 minute technical test followed by a panel interview (approximately 50 minutes) covering your experience and scenario-based questions.
ICT Service Support Manager in Bardwell employer: Broxtowe Borough Council
Contact Detail:
Broxtowe Borough Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Service Support Manager in Bardwell
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and any news. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for that technical test by brushing up on your ITIL knowledge and any relevant technical skills. We recommend doing mock tests or even explaining concepts to a friend to solidify your understanding.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
When you get to the interview, be ready to showcase your leadership skills! Share specific examples of how you've managed teams or improved service delivery in the past. We want to see how you can bring that experience to our ICT Service Delivery Team!
We think you need these skills to ace ICT Service Support Manager in Bardwell
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences mentioned in the job description. Highlight your experience with ICT support functions, ITIL practices, and any relevant qualifications. We want to see how you fit into our dynamic team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with our needs. Don’t forget to mention your leadership skills and commitment to continuous improvement.
Showcase Your Technical Skills: Since this role involves managing complex technical issues, be sure to include specific examples of your technical expertise. Talk about your experience with incident management and service delivery, as well as any relevant certifications like ITIL or PRINCE2.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and keep track of all the amazing candidates we’re excited to meet!
How to prepare for a job interview at Broxtowe Borough Council
✨Know Your ITIL Inside Out
Since the role heavily involves ITIL practices, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially around incident and service request management. This will show that you understand the framework and can implement it effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions during the panel interview. Think about complex issues you've resolved in the past and how you managed the call life cycle. Practising these scenarios will help you articulate your thought process and demonstrate your problem-solving skills.
✨Showcase Your Leadership Skills
As a potential leader of the ICT Service Delivery Team, be prepared to discuss your leadership style and experiences. Share examples of how you've managed staff development, conducted performance reviews, and fostered a culture of continuous improvement within your team.
✨Bring Data to the Table
Operational reports and KPIs are crucial for this role. Prepare to discuss how you've used data to monitor and improve performance in previous positions. Highlight any experience with budgets and cost-effective procurement, as this will demonstrate your ability to manage resources efficiently.