LH-06748 - 1 Manager ICT Delivery Manager Delivery Manager works with ICT Operations and acts as the Deputy (2IC) to the Director. It will lead day‑to‑day ICT service delivery, manage key operational teams, and ensure ICT services are delivered in a reliable, secure and cost‑effective way. The role strengthens service governance, improves vendor accountability, and reduces operational risk and business disruption. Key duties and responsibilities We are seeking service‑centric applicants with demonstrated knowledge and experience in ICT Service Delivery, particularly in the following areas: • Service Leadership and Operations Lead and develop a high‑performing, geographically dispersed team, setting clear expectations, accountability and a strong service culture. Own end‑to‑end service performance across ICT workplace and support services, ensuring reliable, consistent and high‑quality outcomes for staff. Ensure seamless, integrated delivery of services across internal teams and managed service providers. Oversee effective delivery of core service functions, including: - Service Desk (Level 1, 2 and 3 support) - Desktop and End User Computing - AV/VC services - Request, Incident, Problem, Change and Escalation processes Actively manage service operations, ensuring issues are resolved quickly and underlying causes are identified and addressed. • Service Integration, Reliability and Resilience Act as the primary integration point across internal teams and service providers, ensuring services operate as a cohesive, end‑to‑end experience for users. Retain accountability for service outcomes regardless of delivery model, ensuring performance, risks and issues are actively managed across all providers. Ensure ICT services are stable, secure and resilient, with clear ownership of service availability and operational performance. Coordinate and lead response to major incidents across internal teams and managed service providers, ensuring clear communication, timely resolution and lessons learned are embedded. Identify and manage operational risks, dependencies and vulnerabilities impacting service delivery. • Technical Environment Management Oversee desktop and cloud environments to ensure end user devices and platforms are: Fit for purpose, secure and reliable Consistently built and maintained Continuously improved to meet evolving business needs Contribute to optimisation of end user technology, service tooling and support models • Performance, Insight and Continuous Improvement Be accountable for service quality and performance across assigned ICT services. Provide clear, concise and actionable reporting on service performance, including: Trends and systemic issues Risks and impacts to business operations Prioritised improvement opportunities Use service data, user feedback and operational insights to drive measurable improvements in service performance and user experience. Lead problem management activities to eliminate recurring issues and improve overall service reliability. Ensure future demand from organisational growth and project activity is understood and incorporated into service and capacity planning. • Service Management Frameworks and Capability Lead and support the uplift and effective use of ITIL‑aligned service management practices and processes. Oversee and continuously improve the IT Service Management (ITSM) tool to support efficient, high‑quality service delivery. Embed practical, data‑driven continuous improvement practices across service operations. Ensure service management processes are consistently applied and deliver value to the business. • Stakeholder and Vendor Management Maintain strong situational awareness across ICT services, ensuring ICT leadership and stakeholders are well informed on service performance, risks and priorities. Build effective relationships with business stakeholders, ensuring services meet user needs and expectations. Actively manage and hold third‑party providers accountable for service performance, value and delivery outcomes. Drive regular service reviews, enforce service expectations and ensure corrective actions are implemented where required. Act as a central coordination point across service operations, ensuring alignment across teams, providers and competing priorities. • Experience and Capabilities Demonstrated experience leading ICT service delivery in a complex, multi-provider environment, including integration of services across internal teams and managed service providers. Proven ability to manage end-to-end service performance, including resolving issues that span multiple teams or vendors. Experience holding third-party providers accountable for service performance, including driving corrective actions and improvement outcomes. Demonstrated ability to use service performance data and insights to identify issues and drive measurable improvements in service quality and user experience. Proven experience leading major incident response, coordinating a