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ICT Service Delivery Manager (Application Design, Development and Support)

Please Note: The application deadline for this job has now passed.

Job Introduction

Location: This role can be based out of any of our offices (Birmingham, Cardiff, Canary Wharf, Croydon, Sale or Wakefield)


There are many opportunities to work for the IOPC outside of investigations, where your skills, experience and passion can be utilised. Within the Strategy and Corporate Services Directorate, you will find a wide variety of careers to support our organisational goals of improving confidence in policing whilst developing your own expertise.

The Application Solution Architecture team is responsible for designing and managing the ICT systems we use, making sure they allow information to flow between them. This includes our case management and document management systems, as well as looking at data and media management solutions. The team makes sure that our current ICT systems support our business processes, and that we develop the right ICT solutions for our future.


We'll assess you against these Level 3 behaviours during the selection process:

  • Seeing the Bigger Picture
  • Making Effective Decisions
  • Communicating and Influencing
  • Managing a Quality Service
  • Changing and Improving


This vacancy is using Success Profiles, to find out more, please click here.

Throughout the recruitment process we will assess your Experience, Strengths, Technical skills and Values. As part of the application process you will be asked to complete a statement of suitability based on the essential criteria, and upload your CV.

We reserve the right to close this advert early if a high number of applications is received.

Main Responsibility

Service management

The post-holder will ensure that all ITIL best practice processes for in house and 3rd party suppliers are implemented, relevant, and effective:

  • Incident Management - customers have minimum service interruption and effective support
  • Problem management - Effective root cause analysis and elimination of recurring or multiple incidents, with timely workarounds in place when necessary
  • Change Management - BAU and project changes thoroughly assessed via the CAB process before implementation for business impact and scheduled appropriately.
  • Configuration management - Maintain a reliable database for asset tracking and relationships between configuration items are valid and effective.
  • Release Management - Effective forward schedule plan with standard changes and project rollouts incorporated.
  • Capacity Management – Resources monitored and remain within agreed tolerance for effective service delivery.
  • Availability Management – Maintenance windows agreed with the business, key services remain available when required
  • Continuity Management – Single points of failure risk assessed, key risks eliminated, Disaster Recovery plans fit for purpose and fully tested.
  • Service Level Management – Suppliers fulfil their contracted SLA requirements and in-house teams support the agreed OLA targets.


BAU service delivery:

  • Matrix management of in- house teams delivering end user, applications, access control, security process and project support.
  • Responsibility for the management of ICT service requests, ensuring compliance with agreed governance processes and workflow.
  • Review and advise on current capacity management reports.
  • Maintain the ICT Operational Risk Register and input into BCP & DR plans.
  • Contribute to the Service Improvement plan process.
  • Ensure that application refresh plans are timely, appropriate and delivered without impacting system availability.
  • Where appropriate, act as a key escalation contact for Directors for service delivery issues, ensuring they receive an appropriate level of customer care and support.
  • Create an effective succession plan for team resilience and staff development opportunities.
  • To deputise for other senior ICT managers, when required.
  • To undertake any other duties as may be assigned from time to time commensurate with the level and responsibilities of the post.


Project ownership and delivery

  • Responsible for reviewing and advising on technical strategy and tactical solutions.
  • Contribution to the technical and application roadmap and forward schedules for project implementation.
  • Assess and recommend new system implementations and any potential for cloud service offering alternatives.
  • Oversight of application and platform projects- implementation of new and maintenance of existing tech platforms.
  • Allocate appropriate resources to project implementations.
  • Maintain close links to key business stakeholders, especially Business Relationship Managers, turning feedback into action plans to drive innovation wherever possible.
  • Service specialism: Application Design, Development and Support. Assume the lead role supporting the Deputy Director to ensure alignment between business strategies, enterprise transformation activities and new technology directions, setting strategies, principles, policies, standards and practices that work within the constraints, standards and guiding principles of other frameworks in operation
  • Define and maintain strategies for the development and delivery of digital products and services, while contributing to overall strategic and tactical direction of the DDaT service.
  • Deliver and mature effective roadmaps for IOPC digital services that support its strategic goals.
  • Lead, manage and coach the Application team in order to effect positive outcomes across the organisation, embedding required changes to service, process, business operating models and drive innovation.
  • Conduct and present strategic assessments of current organisation capabilities to identify required or desired changes for enterprise-wide solutions.
  • Manage the production of required artefacts to describe the inter-relationships between people, organisation, service, process, data, information, technology and the external environment.
  • Direct the creation and review of enterprise capabilities to support the strategic requirements of the business, identifying the business benefits of alternative strategies necessary to define, assure and govern the required evolution.
  • Use appropriate modelling, prioritisation and environmental trend techniques to identify and convey the business benefits of pursuing alternative strategies and approaches.  Develop management papers to secure buy-in, approval and funding.
  • Produce and approve models, matrixes and schematics that support the setting of strategies, implementation of standards and practices that ensure cohesion between business strategies, technology strategies, and enterprise transformation activities.
  • Responsible for the designs of the high-level structures to enable and guide the development of integrated solutions that meet current and future business needs.
  • Collaborate with stakeholders on practices and processes to ensure the security, compliance, quality, integrity, safety and availability of all forms of data and data structures which form the organisation’s information layer.
  • Promote innovative ways for managing the organisation’s information assets online with embedded legal compliance and best practice.

Data modelling and design

  • Facilitate decision makers in the organisation to understand the data assets and their relationships between real-world entities.
  • Provide strategic advice, guidance and direction to data teams, application developers, solution architect and others to achieve the desired architecture target state.

Programme management

  • Ensure that programme/project leads and service owners adhere to the agreed framework management approach.
  • Produce reports as appropriate for architecture and project governance, including making recommendations for changes to the agreed scope.

Business change management

  • Work with BRMs and colleagues across the business to develop plans and appropriate modelling activities for supporting significant change within ICT and across multiple business functions.

Budget and Contract management:

  • Manage budget for application solution development
  • Direct and provide advice in regard to the management of suppliers on key application contracts.

The Ideal Candidate


  • Experience of working in a secure environment.
  • Experience of managing in house teams to deliver high quality digital services and outcomes.
  • Experience of building strong working relationships with a variety of stakeholders.
  • Strong customer focus ensuring user’s needs are met.
  • Experience in delivering strategic and tactical technology change.
  • Project and / or delivery management experience.
  • Excellent communication and negotiation skills.
  • Positive can-do attitude and flexibility of approach.
  • Exposure to Architecture modelling languages and tools; e.g. UML, ArchiMate, Ardoq etc
  • Experience developing conceptual, logical or physical models
  • Knowledge of Cloud technology and common platforms e.g. Azure, Microsoft 365 and open-source options
  • Experience of Case management, Document and Record management Applications and processes such as SharePoint, Case management solutions and CRM.
  • Extensive knowledge and experience of Software Development Lifecycle Approaches (SDLC)
  • Multi-level and matrix management experience
  • Advance experience of common software service applications, especially but not limited to Microsoft 365 platform
  • Experience of supplier management
  • Experience of succinct report writing and Budget management
  • Knowledge and experience in relevant methodologies such as Scrum, AgilePM and ITIL
  • Understanding of the legal issues relating to ICT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, copyright, intellectual property rights.


Reasonable Adjustments

The IOPC is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. We are open to providing you with the tools you need to succeed, from extra time to formatting changes, to name a mere few. If you require any reasonable adjustments to our recruitment process, please email

Package Description

  • 27.5 days paid annual leave (increasing with service to 32.5 days)
  • Options to carry over, buy or sell annual leave
  • Civil Service pension
  • PAM employee assistance programme
  • Access to Civil Service Sports Council (CSSC) membership
  • Staff networks focused on each of the protected characteristics – run for staff, by staff
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity behaviours

Additional Information:

The IOPC is not eligible to participate in the Civil Service transfer process, therefore successful candidates will not be able to transfer to the IOPC on their existing terms and conditions.

The IOPC does not participate in the UK Visa Sponsorship Scheme therefore, candidates will have to provide evidence of their Right to Work in the UK if offered a role with us.

This role is exempt from the Rehabilitation of Offenders Act 1974, therefore a standard Disclosure and Barring Service (DBS) check will be carried out for the successful candidate during the pre-employment process.

Any move to the Independent Office for Police Conduct from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at

About the Company

As a completely independent organisation, the IOPC seeks to uphold the rights of the public and investigate the most serious matters, including deaths following police contact, to promote learning and influence change in policing. The IOPC is an organisation steeped in history, influenced by significant figures such as Stephen Lawrence and Sir William Macpherson. We are looking for people to uphold our core values, and in return we will give you a supportive and inclusive work environment to flourish in.


Be yourself

The IOPC is committed to promoting equality and valuing diversity in everything we do. Our vision is to be, and to be seen as, a leader in inclusive employment and services, demonstrating this ethos in everything that we do.

  • As a silver standard Stonewall employer, we continue to commit to being a LGBTQ+ employer through the work of our Pride LGBTQ+ Staff Network, creating welcoming environments for lesbian, gay, bi and queer people.
  • We are pleased to share that we are a signatory of the Business in the Community Race at Work Charter. The Charter is composed of five calls to action for leaders and organisations across all sectors. 
  • Being a Disability Confident employer, the IOPC is dedicated to removing the barriers for disabled people to thrive in the workplace.
  • Our Staff Networks are constantly working to make the IOPC the leaders of inclusive employment, from our Allyship Programme to Welsh Language Standards and our Know the Line Policy, we are constantly seeking new ways to create an environment for all to develop and thrive.

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