Role Profile and Person Specification

Role Profile and Person Specification Job Title: ICT Manager December 2015 ICT Manager 10.12.2015 1 Role Profile Job Title: ICT Manager Grade ...
Author: Aubrey Austin
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Role Profile and Person Specification

Job Title: ICT Manager

December 2015

ICT Manager 10.12.2015

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Role Profile Job Title:

ICT Manager

Grade Range:

Grade 16 - £47,535 - £49,452

Hours:

36

Location:

The Clock Tower,

Reports to:

Octavo CEO

Responsible for:

Direct line management of ICT Service Staff

Role Purpose and Role Dimensions:





• •

Key External Contacts:

Financial Dimensions:



London Grid for Learning, CAPITA, Virgin, Atomwide, London MLE, Microsoft Channel Partner, Local Authorities, Schools and Colleges

• • • •

• • •

ICT Manager 10.12.2015

To grow and develop an exemplary and customer centric process driven service desk environment that aligns our services with the needs of both our customer and the business. Lead and manage the ICT team providing technical expertise and consistent line management setting a clear vision and strategy for delivering ICT support services to schools. Create and sustain an environment of strong customer relationships that is responsive to their needs and offers a development approach to the use of ICT. Market and develop the service to secure additional customers.

effectively identifying opportunities for increasing Octavo’s business and income through effective trading, monitoring programs to ensure competitive pricing and delivery of high quality products and services, ensure the delivery of rigorous budget control across the service, ensuring that the service follows internal financial reporting procedures, identifying opportunities for increasing Octavo’s business and income to ensure a cost efficient service within the company, ensure the delivery of income targets, developing proposals for senior management and the Board of Directors where changes are required to maintain the competitiveness and viability of the service,

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Other Considerations:

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ICT Manager 10.12.2015

Driving licence The willingness to be flexible in approach to deal with changing requirements and busy periods which may require working outside of normal office hours on occasions. Member of extended management team.

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Key Accountabilities and Result Areas:

Key Elements:

Grow and develop a process driven service desk environment for the delivery of customer focused ICT services.

This will involve: • • • •

Lead and manage the ICT team providing technical expertise and consistent line management setting a clear vision and strategy for delivering ICT support services to schools

Create and sustain an environment of strong customer relationships that is responsive to their needs and offers a developmental approach to the use of ICT. Market and develop the service to secure additional customers

ICT Manager 10.12.2015

Work with the team to design improved processes and practices for the ICT service desk securing service continuity and guiding the Helpdesk Supervisor on the prioritisation and allocation of resources ensuring that calls are logged, assigned, prioritised and actioned in line with the agreed service levels assigned in the SLA analysing helpdesk statistics for management information and to feedback to customers and stakeholders.

This will involve: • setting a clear vision and defining a clear strategy for delivering ICT services to schools • leading the development and delivery of an Education IT service to schools, colleges, early years providers and any other customer groups ensuring that the Education IT service meets financial targets • Provide technical oversight for the professional development of team members • ensuring that the Education IT service delivers a consistent, high quality service that meets customers’ current and emerging requirements and meets financial targets. • monitoring the delivery of the Education IT service area against agreed targets, timescales and resources, ensuring appropriate action and interventions are taken to achieve service and company objectives • implementing standardised procedures and policies to ensure consistency in the delivery of the contracts • presenting performance and service statistics to key stakeholders • keeping key stakeholders informed about developments and changes to the service • ensure consistent line management through the implementation of Octavo’s employment conditions, policies and practices

This will involve: • embedding a customer orientated approach to service delivery and the shaping of the service offer • maintaining effective networks with external stakeholders, including schools, colleges, local authorities and other potential customers and partners of Octavo • responding to customers’ feedback and needs and reviewing programmes to ensure the service offer reflects identified need • ensuring that the programmes and service contracts to schools offer a developmental approach to schools’ use of ICT 4

• promoting Octavo’s Education IT services and capabilities, ensuring effective communication with external stakeholders • developing and implementing business development strategies and plans for the Education IT service, ensuring ongoing development of service development initiatives. • ensuring that all commercial opportunities to increase income across the Education IT service area are identified and maximised. This will require leveraging both existing customer relationships and ensuring that the service continues to forge relationships with potential new customers. Provide technical support to the ICT team and to schools, developing the roles of the senior ICT consultants to ensure customers’ service and development needs are met.

ICT Manager 10.12.2015

This will involve: • providing technical support to the ICT team and to schools • developing the roles of the senior ICT consultants to manage, • monitor and plan for developmental changes in schools’ ICT • maintaining oversight through the work of the senior consultants of the development, installation and maintenance of schools’ ICT resource. • providing support and management alongside the senior consultants of the schools ICT service in line with agreed support levels ensuring the ICT service is responsive to customers’ needs • managing internal support arrangements & external contracts • ensuring input and design with regards to business continuity, Disaster Recovery planning & implementation in schools • managing projects utilising industry good practice (PRINCE2) • ensuring the management, supervision and development of staff in service area • developing and fostering a performance driven culture within the Education IT service team that reflects and supports the company’s vision and values. • evaluating, championing and supporting continuous professional development within the Education IT team, especially the senior ICT consultants to ensure schools’ development needs are met. • organising appropriate training for service staff and school staff. • delivering and evaluating training using the appropriate training or learning method and evaluation procedure.

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Convene and chair the SIMS user group and represent user group on CAPITA and other steering groups as appropriate

Data Protection

This will involve: • attending termly meeting with other south London Local Authorities • hosting the meeting on a cyclical basis • representing the views of Octavo, Croydon Council and schools ensuring schools that hold contracts with Octavo are appropriately supported with the SIMs license. This will involve: •



Confidentiality

This will involve: •

Health and Safety

being aware of Octavo’s responsibilities under the Data Protection Act 1998 for the security, accuracy and relevance of personal data held on such systems and ensure that all administrative and financial processes comply with this. maintaining client records and archive systems, in accordance with departmental procedure, policy and statutory requirements.

treating all information acquired through your employment, both formally and informally, in strict confidence. There are strict rules and protocols defining employees’ access to and use of databases. There are internal procedures in place for employees to raise matters of concern regarding such issues as bad practice or mismanagement.

This will involve: •

being responsible for your own Health & Safety, as well as that of colleagues, service users and the public. Employees should co-operate with management, follow established systems of work, use protective equipment where necessary and report defectives and hazards to management.

This will involve: Safeguarding •

ICT Manager 10.12.2015

assist in the development of procedures and good practice to ensure that each member of staff can demonstrate that there is an understanding of the duty to safeguard and promote the welfare of children and young people. To provide evidence of how this is being implemented within The Octavo Partnership and of its plans to address any gaps in these arrangements

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Person Specification ICT Manager

Job Title: Essential knowledge:



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Essential skills and abilities:

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ICT Manager 10.12.2015

ITIL Intermediate qualification with good working knowledge of:  Continual Service Improvement  Service Strategy  Service Operation  Operational Support and Analysis  Intermediate: Service Transition  Release, Control and Validation  Service Design  Service Offerings and Agreements  Planning, Protection and Optimisation Expert knowledge of IT service desk processes. Excellent budget and financial management, income generation preferably in a local authority setting working with schools. Excellent knowledge of the principles of project management Excellent of the assessment, recording and management of risk at both project and operational level Knowledge of disaster recovery procedures and business continuity planning in relation to ICT An expert knowledge of data protection issues, the Data Protection Act and its implementation Knowledge of schools’ management information systems and a working knowledge of client / server and networking technologies Able to effectively present to senior managers, members, clients, customers and stakeholders at a local level Proven ability to establish strong customer relationships. Able to forge strong partnerships with partners and develop good working relationships with colleagues, other teams and sections, ensuring mutual understanding of the impact they have on others Able to lead and motivate a team, remain positive and calm when dealing with stressful situations whilst actively coaching and supporting the team to deal with pressures and challenges in their roles Able to effectively communicate through the suitable medium to managers and staff at all levels Able to expertly understand the technical detail within ICT contracts and negotiate at a senior level whilst always keeping Octavo’s best interests at heart. Able to understand the impact of own activities on the cost effectiveness and quality of the service. Able to operate data management systems using database query and analysis Able to collaboratively work with other departments, partners, key stakeholders, other LA’s, and the private sector in the context of ICT at a local and national level Able to troubleshoot technical issues without a prior knowledge of the technologies involved

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Essential experience:

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Special conditions:

ICT Manager 10.12.2015

Extensive experience of ICT service desk processes and practices. Proven experience of direct line management and development of staff Experience of management and installation of a large ICT infrastructure Experience of working in an ICT environment and providing managed support services to a large customer base using a variety of technologies. Experience of dealing with suppliers and contractors and managing large procurement exercises Experience of successfully managing large projects from concept, evaluating risk, implementation through to delivery and realising benefit Experience of inter-agency collaboration on local and national initiatives The willingness to be flexible in approach to deal with changing requirements and busy periods which may require working outside of normal office hours on occasions.

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