ICT Service Delivery Manager (FTC) – Nottinghamshire Fire and Rescue Service

This is a key role in our ICT team which will give the post holder the responsibility for ensuring the effective, reliable, and customer-focused delivery of ICT services across the organisation. Working closely with internal teams, projects, suppliers, and stakeholders, the role ensures that technology services meet NFRS’s needs and support organisational priorities. This post is positioned within the ICT management team, giving the post holder the opportunity to work with other subject matter experts to plan, manage and continuously improve the ICT service at NFRS.

The postholder will lead service delivery activities, oversee service performance, and drive continuous improvement to enhance user experience and operational resilience. They will act as a key link between ICT and service users, ensuring clear communication, strong stakeholder relationships, and high levels of customer satisfaction.

If you have the passion to put your skills towards the goal of making our communities safer then we’d love to hear from you.

Key Responsibilities
• Lead and manage the delivery of high-quality ICT services that align with NFRS’s strategies and operational requirements.
• Lead and manage the ICT Service portfolio.
• Work with the ICT management team in the development of the NFRS IT service.
• The role will also include the opportunity for the successful candidate to develop their skills and knowledge, allowing them to undertake the following responsibilities:
o Act as the principle technical expert on emergency service’s specific technology including Firelink and ESN (Emergency Services Network).
o Take on the role of Operational Communications Tactical Advisor, providing operational and tactical advice and guidance on all aspects of the use of Airwave and mobile communications.

Experience/Qualification

• Hold a degree (or have equivalent experience) and an ITIL Foundation Certificate in IT Service Management (or hold equivalent knowledge and experience).
• Experience managing budgets (£1m+) and ICT service delivery, operational support, or technical services within a medium-sized multi-site organisation.
• Confidence in leading and motivating teams, with the ability to influence and engage others at all levels.
• Experienced in compiling and presenting service improvement plans, operational reporting, service reviews and other relevant management documentation.
• Awareness of risk management, service continuity, major incident and service recovery activities.
• Familiarity with relevant legislation such as UK GDPR and the Data Protection Act 2018.
• Hold a driving license and have the ability to travel when required (reasonable adjustments can be made to accommodate disabled candidates).
• Familiarity with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service improvement initiatives