ICT Technical Services Manager

Summary

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 per annum (grade 7). The role is office based, but there is available of flexible and / or home working, which can be discussed and agreed with the successful applicant. 

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.

About the role:

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 assigned Technical Services areas within the ICT/DDaT service portfolio as a subject matter expert. This will include the creation and maintenance of associated support processes and procedures, performance and budget reporting/planning. This role is about the management of our services and does not include any people/line management responsibilities. 

You will also form part of the wider 2nd Line Technical Team, providing support and maintenance to other ICT/DDaT Services as required. This is currently done on a rota basis and does include our out of hours support, once up to speed with our services for which full training and documentation is provided, and standby and overtime remuneration is paid. We are keen to hear new ideas and methods for management of our services, and are going through a period of change, so we'd love to hear ideas from the right candidate. 

Find out more:

Key responsibilities of the role:

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.

Benefits

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.

If you have any queries or would like to speak to someone to find out more about the role, please contact Ollie Lindsell the DDaT Technical Team Manager who line manages this post via email at: olindsell@dsfire.gov.uk

How to apply:

Closing Date: 2359hs 09 January 2025

If you feel you have the skills and experience to become our ICT Technical Services Manager please click apply today, we would love to hear from you.

You will be required to complete an application form and submit a document evidencing how you meet the following essential criteria from the Job Description and Person Specification.

We are not able to shortlist for interview from a CV so please evidence the following in full, demonstrating how you meet each criteria.

• 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.

To help you complete this part of the application form please find attached below the word document "ICT Technical Services Manager - Essential Criteria for Application" for you to download and complete with your evidence in relation to the above criteria. You can then upload this document where requested when completing your application form. Please note there is a maximum word count of 2000 words (Excluding Titles) applied to the evidence document you upload.

Evidence submitted in relation to the essential criteria above will be used for shortlisting applications received.

Our values

We are committed to safeguarding and promoting the welfare of children and vulnerable adults, and all employees must share this commitment and adhere to the Services Safeguarding Policy and Procedure. 

Fire and Rescue Authority roles are listed in Schedule 1 of  the Rehabilitation of Offenders Act 1974 (Exceptions) Order and as such it is our policy to require all applicants to disclose any criminal convictions (both spent and unspent) including driving offences, cautions and/or reprimands. 

Devon and Somerset Fire and Rescue Authority are committed to the rehabilitation of offenders, as such any positive disclosures will incorporate a reasonable and proportionate response. 

As a Service and as individuals:

• We are proud to help
• We are honest
• We are respectful
• We are working together

Devon and Somerset Fire and Rescue Service recognise and celebrate the vast diversity of the local communities we serve, and we aspire for this to be reflected in our workforce. We encourage candidates from diverse backgrounds, experience and beliefs, who share our values to consider working for us.