ICT services manager

We are recruiting for an ICT services manager based out of Cardiff.

Job purpose

The role will be responsible for managing, monitoring and reporting on the delivery of the Development Banks’s ICT Services.

Responsibilities will include developing effective relationships with suppliers and staff, optimising the delivery of a wide range of services to meet current and future business needs and identifying and delivering service improvement initiatives. The role will also involve line management responsibilities and travel to Development Bank sites.    

Main duties and responsibilities

  • Manage the delivery of high quality remote and onsite ICT Service Desk activities
  • Work with and co-ordinate the activities of third-party suppliers and contractors to design, plan and implement projects to the timescales and quality required
  • Engage with a wide-range of stakeholders within the business to ensure the holistic design of ICT services 
  • Ensure ICT projects are undertaken rigorously using a range of appropriate project management methodologies and that all services are fully documented
  • Ensure user access to ICT services is secure
  • Report on departmental and supplier performance against a range of SLAs and KPIs
  • Develop guidance and training programmes to support new initiatives and ensure process are updated and adhered to
  • Manage ICT related purchases and assets
  • Work closely with other members of the ICT team to exchange  knowledge
  • Coach, mentor and manage team members
  • Any other task as may be defined by the Head of ICT to meet the operational needs of the department

Knowledge, skills, abilities and experience


  • Demonstrable track record of ICT Service or Service Desk Management
  • Excellent supplier and contract management skills and experience
  • Strong written skills, including the ability to write technical documentation and business cases
  • Demonstrable experience with Microsoft technologies, including technical accreditation such as MCSE or MCSA
  • Demonstrable experience in a Project Management or Technical Management roles
  • Accredited Project Management qualification(s)
  • Ability to communicate effectively to a wide range of technical and non-technical stakeholders
  • Strong verbal, influencing and interpersonal skills
  • Self-starter who is able to work unsupervised
  • Able to analyse situations or issues, capture current process states, identify future requirements and deliver practical, high quality solutions that meet the needs of stakeholders effectively
  • Ability to prioritise and organise work under pressure and determination to complete tasks to a high standard with measureable success
  • Solid understanding of business processes
  • Have a flexible approach to working hours


  • Degree level educated
  • ITIL or similar ICT Service Management Qualification
  • Understanding of change control procedures
  • Experience of tendering or competitive bidding procurement processes
  • Experience of writing service contracts and schedules
  • Experience of financial or professional services companies
  • Experience of line management
  • Experience of administering and supporting Microsoft environments

To apply for this role, please send your application form to: recruitment@developmentbank.wales

Application form