ICT Service Delivery Manager / Programme Manager (Intermediate)
 

• Manage vendors and managed service providers to ensure delivery of services and projects in line with contracted SLAs.
• Monitor and report on vendor performance, financial position, and security posture.
• Oversee ICT systems to ensure high levels of service to business owners, partners, and public stakeholders.
• Provide technical advice and support to business owners and key stakeholders.
• Conduct regular performance and governance meetings with vendors and stakeholders to assess and improve service delivery.
• Oversee Identity and Access Management (IAM) processes, including user access reviews and compliance reporting.
• Manage and test Disaster Recovery and Business Continuity processes across ICT systems and infrastructure.
• Oversee system change management in line with policy and compliance frameworks.
• Maintain and ensure accuracy of system configuration and documentation.
• Contribute to the development, documentation, and enforcement of ICT policies and procedures.
• Liaise with third parties to manage system interfaces with external agencies and partners.
• Drive ICT lifecycle management, consolidation, and infrastructure roadmap planning.
• Participate in procurement and contract activities related to ICT systems and services.

• Minimum of 5 years’ recent professional experience in technical architecture, systems design, system management, or ICT project management.
• At least 3 years’ experience managing technology-related projects, including responsibility for delivery, coordination, and performance oversight.

• Project Management qualification (e.g., Prince2, PMP) and ITIL v4 Foundation certification or equivalent.

• Fluent English (verbal and written).
• Non-native speakers must demonstrate CEFR C2 proficiency or equivalent.

• Effective vendor and service provider management aligned with performance targets and SLAs.
• Production of accurate and timely reports on vendor performance, service quality, and financial metrics.
• Proactive monitoring of ICT systems to maintain high service availability and reliability.
• Execution of IAM, DR, and business continuity activities to ensure compliance and operational resilience.
• Delivery of well-documented ICT policies, configuration records, and procedural standards.
• Ongoing collaboration with internal teams and external partners to develop and manage interfaces, integrations, and system enhancements.
• Strategic contribution to ICT lifecycle planning, infrastructure rationalisation, and technology roadmap development.
• Support to procurement, budgeting, and contract management processes to ensure optimal value and compliance.

• Strong working knowledge of key technologies, including:
• Cloud: AWS, Azure, Cloud Security, Containerisation, and Cloud Hosting Management.
• Microsoft Technologies: MS Server, SQL, Active Directory / Entra ID, SharePoint, Dynamics, Intune, and M365 Suite.
• Networking: Cisco, Fortinet, Utopia, LAN/WAN management.
• Hardware: SAN storage, Dell, HyperConverged infrastructure.
• Virtualisation: Citrix, Azure Virtual Desktop (AVD), VMware.
• Service Management Tools: ServiceNow.