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ICT Service Delivery Manager
  • Employer: Estuary Housing
  • Reference: ITSM.MH.09.19
  • Published: Mon 09/09/2019, 9:45 AM
  • Closing on: Mon 30/09/2019, 12:00 PM
  • Working Pattern: Full Time
  • Hours: 35 hours per week
  • Salary: £48,000 - £55,000 (depending on skills and experience) + car allowance
  • DBS Check: No
  • Location: Registered Office - Southend-on-Sea, Essex

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ICT Service Delivery Manager

The Role:

Estuary is seeking an ICT Service Delivery Manager to join our busy ICT & Digital Business Transformation team. The key focus of this newly-created role will involve putting our customers at the heart of everything we do; representing the needs of staff, residents and people we support; liaising with and supporting our Service Owners and Service Managers.

This is a great opportunity to join us as an ambassador for our ambitious and exciting Digital Business Transformation Programme in the role of Service Delivery Manager.

You will be responsible for providing input into and delivery of the overall Technology strategy and responsible for establishing and setting the direction, management and leadership of the “Run” function which will include the Technology Service Desk, relevant Service Management functions (Incident and Major Incident Management, Change Management, Problem Management, Knowledge Management, CSI), End-User Computing (Desktop and Application Support), Systems Operations & Monitoring, supplier management & procurement and information security

The Service Delivery Manager will be accountable for ensuring that IT delivers appropriate and consistent levels of service, at the right costs, to the business from both the internal support teams and from Managed Service Providers and. The Service Delivery Manager has accountability for related policies and procedures and for adopting and adapting best practice frameworks (such as ITIL). You will be accountable for ensuring that IT services are stable, meeting availability targets and that there is a continuous improvement framework in place.


The successful candidate will have extensive experience working in Technology, with a proven track record and extensive experience performing as a Service Desk Manager, Service Delivery Manager or IT Service Manager (or similar IT Service based role), experience in managing Managed Service Providers and contracted service performance – holding suppliers and partners to account. ITIL experience is essential as is the ability to lead, inspire and mentor teams. As a small department, we are looking for someone who can think outside the box and be flexible and adaptable. You will have a proven track record of influencing senior level management and stakeholders. A key trait will be an ability to adapt to changing circumstances and priorities and also be happy to undertake other work outside of pure Service Delivery Management.

The organisation is embarking on an ambitious digital transformation programme and this role is crucial in being able to bring value and success to the business.

The successful candidate will be required to travel to various sites, so you must hold a full UK driving licence and have access to a vehicle.

The closing date for applications is 12pm on Monday 30th September 2019.

Safeguarding & Recruitment                                      


Estuary is committed to safeguarding and practices safer recruitment standards and expects all staff to share the commitment to safeguarding children and people with care and support needs. The successful applicants will be required to provide proof of eligibility to work in the UK.


Equality & Diversity

At Estuary Housing Association we value inclusiveness and we are committed to embedding equality and diversity at the heart of our work. We aim to be an inclusive organisation, where individual differences are respected, where staff, people who use services, as well as their families and carers, are treated with dignity and on the basis of their merits, abilities and needs, and where everyone has a fair opportunity to fulfil their potential without suffering discrimination or disadvantage