ICT Technical Services Manager

This is an exciting opportunity to join our Digital, Data and Technology department, as an ICT Technical Services Manager. The successful candidate will be responsible for the ongoing management of Technical Services within the ICT/DDaT service portfolio as a subject matter expert. This will include performance and budget reporting, budget and activity planning and creation and maintenance of associated support processes and procedures. This role is about the management of our services and does not include any people/line management responsibilities. You will also form part of a wider technical team providing support and maintenance to other ICT/DDaT Services as required., Service Management:

• To take responsibility, on behalf of the Service Delivery Manager, for the management of technical ICT Services. This will include planning, measuring and reporting on performance and implementing agreed improvements. To maintain a service risk register and formulate a continual service improvement plan (CSIP).
• To negotiate, with the appropriate service owner, Service Level Agreements for those services the post holder is responsible for managing.
• To take a continuous improvement approach to ICT service management.
• To maintain an effective Configuration Management Database, and related processes, to underpin all ICT Service Management activities in accordance with ITIL Best Practice.
• Produce documentation as required, including CSIP plans and the drafting and updating of Service policies and procedures.
Resource Management:
• To plan and agree resource requirements to ensure effective maintenance / support and improvement activities for the services the post holder is responsible for.
• To report individual service performance against an agreed base budget on a monthly basis. To actively manage the service budgets and report deviations from base when identified.
• To liaise with 3rd party suppliers of ICT/DDaT services ensuring measurements and adherence to agreed service level agreements.
Technical Expertise:
• To maintain technical expertise enabling installation, maintenance, support, configuration and development of the ICT/DDaT Services deployed within DSFRS.
• To form part of a 2nd line team that is available during working hours as an escalation point for the Service Desk if required.
• To participate in once of the ICT/DDaT "Out of Hours" support schemes.
Working in Partnership:
• To work with partner organisations at an operational level to identify and exploit opportunities for collaboration on Service Delivery.
• To work with partner organisations at an operational level to effectively deliver shared services.
Generic Duties:
• To act as a subject matter expert and mentor across the ICT/DDaT Department in order to propagate Best Practice in all areas of Service Delivery.
• To maintain security and confidentiality of information in line with legislation.
• To attend local, regional and national meetings or events as appropriate/required.
• To maintain professional knowledge by networking, attending training courses, benchmarking performance against other Fire Services, reviewing professional publications and maintaining CPD consistent with any professional requirements.
  
  Demonstrable experience of working effectively within an ICT Service Delivery Function. To effectively carry out the role this will be a minimum of 5 years.
• Demonstrable knowledge of IT physical architecture and design considerations.
• Significant experience of the full-Service Management lifecycle of mission critical ICT Services using ITIL Best Practice.
• Demonstrable knowledge and experience of Microsoft 365 Administration, Azure AD/Entra ID, Microsoft enterprise software, SCCM Delivery and management - Windows 10/11, Exchange, Active Directory and network administration (LAN, WAN, WLAN, VPN).
• Customer (and Communities) focussed with exceptional service orientation.
• Exceptionally self-motivated - "can-do" attitude, evidence of CPD.
  
  Devon and Somerset Fire and Rescue Service is the largest non-metropolitan Fire and Rescue Service in England. We provide prevention, protection and response services across the counties of Devon and Somerset.
Our vision is that together, we will work to end preventable fire and rescue emergencies, creating a safer world for you and your family. Keeping people safe is what we do, and we owe our fantastic reputation to our highly skilled and motivated workforce. Do not just take our word for it, here is what the team has to say; "I started in IT 25 years ago because I loved to learn by solving problems and I loved the collaborative spirit that the IT community embodied at the time. I think DSFRS (Devon and Somerset Fire and Rescue Service) has been the best place to work. There are few jobs in IT where you can see how the job you do improves the lives and safety of a community so clearly. Across the Service, teams are always working to improve, and IT is often fundamental. Relative to our size we operate an array of different systems so there are many more opportunities to learn new skills than in similar sized commercial organisations. Support and training are always available, there are many opportunities to collaborate with other organisations. Colleagues are well motivated and the Service cares for its staff. I would absolutely recommend DSFRS as a place to work" - Data Platform Lead.

Devon and Somerset Fire and Rescue Service are looking for an experienced ICT Technical Services Manager. Working within the Digital, Data and Technology (DDaT) department, you will join us on a full time, permanent basis working 37 hours per week. In return, you will receive a competitive salary of £41511.00 - £44711.00 (gross) per annum. The role is office based, but there is the possibility of some flexible and/or home working, which can be discussed and agreed with the successful applicant., Looking after our staff and making sure they are happy at work is important to us. As well as a career where you know you are making a difference, there are a range of benefits that come from working for us - details can be found here.