Service Delivery Manager

Directorate of Resources – Digital, Technology and Change Service

The Operations Team are responsible for the delivery of all end-user computer services for 2200 staff members, this includes the day-to-day running of the ICT service, support of our core line of business applications and adoption of our digital technologies used within the Council. We manage a number of suppliers who provide ICT services under a Service Integration and Management (SIAM) model. The service is the link between the end user and the ICT services.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

We are open to flexible working patterns and can provide a hybrid working environment which utilises the best of both worlds with a mix of office working in central Reading and homeworking according to the needs of the Service.

About the role

The Service Delivery Manager’s purpose is to ensure collaboration across each of the Towers, all contracts and services are performant and integrated effectively, establishing and maintaining communications channels with Suppliers of Towers, Business Partners, Service Desk and all other stakeholders. This role is also the first escalation point to the Head of Operations. Up to this point, work has been focussed on the transition to the new suppliers, stabilisation of the service and implementing new technologies such as SharePoint, we now want to help the organisation transform by making the best use of the new systems whilst providing continuous service improvement to the existing services.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place. Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

About you

We are looking for someone committed to ensuring excellent service delivery, with the diplomacy and analytical skills to investigate why an issue occurred, take the learning from this and improve processes. You should be confident in championing our core digital technology and be able to support the organisation in adopting it. This will be a key part of the role over the next six months. You should have demonstrable experience working with a Service Management tool, ideally in a Digital Technology environment. This role is the first escalation point for service issues, and this involves regular communication with service users and our suppliers; you represent the service user's voice.

Some items on the roadmap that you will be helping to deliver are digital adoption, further improvements to ServiceNow; including customer-facing forms and processes, driving down aged incidents and requests to help meet our Zero (aged) Incident Target, and a Capability Maturity Model Integration (CMMI) exercise with stakeholders and suppliers to ensure we are the achieving a best practice level of service.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

Work Together as one team - champion and inspire a culture which ensures that all employees across the organisation work together to provide excellent outcomes for Reading
Drive Efficiency - create an environment in which resources are used efficiently and employees’ skills are developed and used effectively
Be Ambitious - aspire to deliver excellence and inspire and support others to reach their potential 
Make a Difference to Reading - inspire a culture in which the customer is the focus and where change is welcomed as an opportunity

Our offer
We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including:
• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years’ service and 33 days after 10 years' service, with the option to buy additional leave
• A wide range of flexible working opportunities
• Modern working environment at the Civic Offices in the heart of Reading
• Local Government Pension Scheme (LGPS)
• Life Assurance - three times your annual salary (for members of the LGPS)
• On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax

To arrange a confidential discussion on this position please contact Tracey.Sloan@reading.gov.uk

Closing Date: Sunday 10th August
Interview Date: Friday 15th August 2025
Interview Process: To be confirmed

Please note that the closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you complete and return your application as soon as possible to avoid disappointment.