WaterAid/Joey Lawrence. Job description Durham Street, London SE11 5JD. IT Services Manager. Full time / Permanent

Transcription

1 WaterAid/Joey Lawrence Job description IT Services Manager Durham Street, London SE11 5JD Full time / Permanent

2 Who we are WaterAid is determined to make clean water, decent toilets and good hygiene normal for everyone, everywhere within a generation. We started in 1981 because no water charity existed and since then we ve been on a mission to change normal for millions of people within a generation by getting clean water, decent toilets and good hygiene to everyone, everywhere by Without all three, people can t live dignified, healthy lives. With all three, they can unlock their potential, break free from poverty and change their lives for good With clean water, decent toilets and good hygiene, children are born healthier. They get the chance to go to school and grow up to become adults. Women and men get to earn a living. Whole communities start to thrive. It sounds normal and it should be. Changing normal is what drives us. We want to bring about change that sticks and help change lives for good. There is still a lot to do. But together with our colleagues, supporters and partners around the world we re making progress. We welcome talented people who are still hungry to learn and grow as individuals. We are connected as WaterAiders we have fun together and look out for one another. We re not afraid to challenge one another but we do it constructively and thoughtfully. At WaterAid you ll be encouraged and empowered to be yourself at your very best - giving you the space to use your own talents and shape your own future, the space to change what s normal for yourself too. We re committed to changing normal forever are you?

3 About the role Team description The Information Technology (IT) team are responsible for the development, delivery and support of IT systems across WaterAid. Based out of London, but working with WaterAider s across the world, the IT team is made up of four sub teams: Projects, Systems & MI, Infrastructure and IT Services. Job purpose Reporting to the IT Director, this role is responsible for designing, creating and maintaining the organisation s IT services. The IT Services Manager will: Be an exemplar for customer services. Ensure service-level requirements are met, and guided by a focused consumer orientation; they will be the face of IT Services. Lead communications and develop relationships throughout the organisation Initiate and deliver projects to continuously improve services. Provide leadership in planning and managing change projects. Develop and implement a global model for IT services across WaterAid

4 Accountabilities Responsible and accountable for the effective and efficient operation of the Service Desk function including people, process and technology within the Incident Management process. Responsible for the development and delivery of the Service Catalogue documenting all functions and services available to WaterAid users. Responsible for the provision of performance metrics and driving continual service improvement. Determine root cause of recurring IT issues and, where appropriate, require technical changes to prevent recurrence of issues and make systems more robust/effective Lead, manage and motivate a team of IT service desk analysts (5 FTE). Managing the Service Ensuring that all users and clients receive the highest level of communication and speedy resolution to all issues and professionally representing IT, making the Service Desk the "shop window" of IT. Responsible for ensuring issues are effectively escalated to the appropriate technical teams as required in accordance with agreed Service Levels and ensuring communication with the end-user is maintained throughout the lifecycle of an IT ticket. Principle responsibility for IT communications and management of the IT communications plan. Lead on the on-going development of the Service Desk function Responsible for attending and chairing service reviews with user groups and working closely with other members of the IT SMT in developing relationships with key stakeholders throughout WaterAid. Fully understand the requirements they have for IT, the impact to them when service is unavailable or degraded. Manage budget for the Service Desk function

5 Establish and maintain strong and productive relationships with IT Managed Service Partners, Suppliers and third parties to ensure that service performance is effectively managed and monitored Operate to the latest Information Technology Infrastructure Library (ITIL) standards, ensuring that our suppliers adhere to this standard where appropriate. Member of the IT Senior Management Team (SMT), responsible include: Working with other SMT members to develop and deliver the IT Strategy Provide management cover for other IS teams as required Provide monthly reporting to the IT Director as part of monitoring the performance of the whole of Information Services

6 Person specification Essential skills Substantial prior experience of managing a Service Desk function Experience of leading, managing and motivating others and driving change. ITIL qualified practitioner Excellent communication skills, ability to communicate complex ideas simply and to engage with a wide range of stakeholders Ability to put yourself in the customer's shoes and never lose sight of how end users think. Broad technical experience and understanding, particularly in a Microsoft 365 environment. Experience of developing, managing and reporting on SLA based services Able to work independently under your own initiative as well able to maintain your own personal development in this area, in keeping up with service management innovations. Demonstrate strong analytical skills and be able to translate the needs of the end user into a comprehensive and understandable requirements specification Able to persuade, challenge and influence when needed Educated to degree level or equivalent level of experience Working style that reflects WaterAid s values of Respect, Accountability, Courage, Collaboration, Integrity and Innovation.

7 Desirable skills Experience of providing international/remote support for users Prince 2 qualified or equivalent ITIL Service Manager qualification Budget management experience Language skills (particularly French, Portuguese or Spanish)