Service Delivery Manager - ITIL - Prince2

Expiring today

Efinancialcareers Limited
16 May 2018
27 May 2018
Contract Type
Full Time

This role will support the organisation in moving their core services to the cloud.

The team you will work with - Support Services - , provide professional, efficient support and advice to internal customers across the Council to improve performance and enable them to deliver the Council’s ambitions. Support Services embeds effective customer services, case management systems and specialist advice in line with its new operating model.

Specific Responsibilities

·Act as the lead for a team of specialists who work across key IT/Digital support functions to enable the Council to operate more effectively. The team will solve IT problems, manage complex cases, specify and manage projects that deliver organisational and corporate objectives and manage demand by engaging proactively with internal customers, suppliers and wider communities

·Provide effective strategic leadership to drive the necessary digital transformation and associated changes to culture and practices ensuring that the digital agenda and a high quality IT/Digital back office service is delivered within the Tandridge district in line with Tandridge’s Digital Strategy

·Lead and advise on strategies and policies for the operation and delivery of digital services, in order to ensure value for money and the best models of delivery to meet the strategic objectives of Tandridge District Council, focussed on ‘One Council’ approach

·Build and lead effective joint working arrangements and partnerships between the Digital Team and its internal customers, partners, external service providers, and agencies in order to ensure the effective and efficient delivery of digital services

·Ensure that cyber security both internal and external are actively managed

·Provide technical mentoring and support, encourage transfer of specialist knowledge, share best practice, new legislation and associated changes to processes and scripts and have oversight of the end to end process or customer journey.

·Lead on policy, service and performance improvements in IT/Digital, including data security

·Contract and relationship management of partner suppliers.

·Provide strategic and operational digital advice and leadership on best practice and forward thinking to meet the needs of the council

·To input into corporate strategy and policy, identify and recommend emerging technologies and activities in the digital sphere

·Lead and develop the strategy for business resilience and continuity ensuring that it is compliant with regulatory demands, quality standards to meet Directorates demands and expectations

·Manage the resources of the Digital Service including staff, goods, service contracts and supporting budgets. Seek to ensure effective use of such resources to deliver an efficient digital offering

·Manage provision of fit for business IT and Digital solutions for the IT infrastructure, architecture, development and delivery to enable the Council's vision for the future.

·Lead a team of multi-skilled, professional, digital specialists who solve ICT problems, manage difficult, complex and contentious cases

·Identify and manage risks within the digital area

·Lead on the design and development of operational standards, performance measures and targets, audit practice and outcomes in order to evidence the quality and performance of service provision for the Strategic Director

·Ensure compliance to relevant frameworks e.g. PCI and PSN

·Understand the national and regional agenda for digital working in the public sector and engage with relevant local, regional and national bodies

Essential Experience

Very substantial understanding in one or more of the following areas:

Service support

Service Delivery

Systems/Infrastructure development

Applications development

Enterprise architecture

·Managing conflicting priorities sometimes under pressure.

·Up to date knowledge of best practice and market trends in IT and digital technology.

·Knowledge of the ability of IT to deliver business efficiency and customer satisfaction.

·Working knowledge and practical experience of project procurement’ processes, tools and techniques, including EU Directives, tendering / retendering procedures

·An understanding of the best channel shift capabilities

·Knowledge of security and data protection issues.

·Ability to see the bigger picture, interpret the future Council’s vision and ambitions and appropriately develop IT and Digital strategies going forward.

·Exceptional communicator with ability to communicate effectively with a range and variety of audiences and work well with teams.

·Exceptional relationship building, relationship management and negotiation skills, with demonstrated ability to influence and persuade at the highest level

·Professional in approach and ability to act with discretion.

·Ability to build trust and rapport with a wide range of individuals across all levels in the Council.

·Ability to drive and deliver results and performance improvements and drive continuous improvement within specialist area.

·Ability to think corporately and strategically, proactively exercising judgement and initiative in resolution of issues in IT.

·Ability to deliver high levels of stakeholder and customer service.

·Ability to think innovatively and practically.

·Report writing skills.

·Understanding of data protection.

·Understanding of equality and diversity.

Ability to work successfully in a political environment and clear understanding of context in which the job is delivered
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