UNIVERSITY OF DERBY JOB DESCRIPTION. JOB NUMBER SALARY 35,634 to 38,268 per annum

Transcription

1 UNIVERSITY OF DERBY JOB DESCRIPTION JOB TITLE DEPARTMENT LOCATION Operations and Response Centre Manager IT Services Kedleston Road JOB NUMBER SALARY 35,634 to 38,268 per annum REPORTS TO Head of Service Delivery Role Summary The Operations and Response Centre (ORC) Manager will be primarily responsible for:- the development, operations, support and delivery of all End Points across all University Sites continually developing the 24/7 on call Critical Incident service enhancing the 2 nd line capabilities of the ORC and ORC Delivery teams oversee, plan and undertake any project work requested of the team This includes procurement, delivery, support, maintenance and project delivery of all services related to the end point infrastructure across all core university business e.g. teaching, business services and research; driving forward the efficiency, reliability and quality of the systems to maximise value and minimise risk and ensuring all services are solution focused. This includes Application Delivery, Security (AV/Cybersecurity/least privilege management etc.), Configuration management, and automation of the estate with a drive towards continuous improvement and monitoring of the systems. The estate includes approximately Windows and Apple Desktops/Laptops, mobile and embedded devices. The manager will devise, develop and execute short, medium and long term strategic plans to assure the quality of service meets the ambitions of the university. The manager will lead a team of ORC technicians/engineers ensuring a best in class service, meeting agreed service levels and performance targets. The ORC Manager will demonstrate ambition, quality and passion in all aspects of their work. The University currently supports a wide variety of technologies to enable this delivery; Windows 10, Windows 7, OSX, IOS, Jamf, SCCM, Cloudpaging, Trend OfficeScan, Nexthink, Office 365, Intune, Azure, Avecto and Powershell amongst others, are all core to the delivery of our service. 1

2 Principal Accountabilities 1) Leadership Proactively support the ITS Leadership Team and specifically the Head of Service Delivery in the effective governance of IT Services. Assess, report and mitigate IT related risk where appropriate within the ORC team environment. Be a leader of a high performing team and promote the value delivered within and beyond the department. Lead on the training catalogue required for ORC services to ensure with other Service Delivery managers that training and promotion of services is embedded and adopted within Service Delivery. 2) Staff Management Lead, manage, motivate, mentor, develop and empower staff within the ORC team using an effective, managed and structured approach. Work towards continued improvements in staff engagement within the Operations and Response team. Ensure appropriate HR procedures are followed to manage performance and staff development plans. Devise and agree staff training plans to maintain current awareness and certification of current and future technology and agendas within the team e.g. Digital Transformation 3) Strategy & Planning Working with the Head of Service Delivery, develop and implement innovative and transformational projects and services to support the IT Strategy, business objectives, diversity and expansion. Devise business cases and justification for capital and revenue spend, in order to ensure IT delivery meets the requirements of the business and beyond. Ensure a return on investment is realised by monitoring and reporting on operations usage, costs and benefits and that monitoring helps establish and predict future requirements and costs. 4) Quality Ensure the services (technology and people) within all areas of responsibility are implemented and operated to the highest standard, delivering the maximum possible benefits to the organisation in terms of efficiency and quality. Ensure the transition of all technologies and services is actively managed to fully exploit the assets and features available. Ensure that automation is a key aspect of systems management to provide efficiency and change agility within the department, ultimately to deliver an excellent customer experience. Will promote and exemplify the University s values and behaviours. 5) Key Interfaces To work in partnership with other key units in IT Services to ensure the Operations & Response function meets the requirements of all parts of the solution together with the performance, reliability, security and resilience needs of the Institution. Ensure a constructive and positive approach, fostering and continually improving a sense of Service wide teamwork and service wide responsibility to deliver quality, during the delivery of Operations & Response services and improvements, collaborating with the Infrastructure, Service Centre Senior management team (and within the department as a whole) to ensure a joined up delivery. 2

3 6) Operations Management Implement and manage an effective rota including the 24/7 on call critical incident service, based on the needs of the business to ensure quality services are supported. Ensure that there is adequate support cover during business hours and during key. Review, approve and allocate work packages to team members and ensure repeatable tasks are carried out and reviewed to continually assess potential automation. Ensure SLAs and KPIs are maintained and reported on, and that work tickets are dealt with in a speedy and effective manner. Working within the agreed University policies and procedures manage any requirements for out of hours call out and overtime worked by the Operations & Response function. 7) Management reports Ensure appropriate management reports are updated, circulated and acted upon to create a culture of continuous service improvement throughout the delivery team. Where appropriate escalate service improvements through to the SMT colleagues to initiate change and improve systems and service under the principals of automation and self-service for customers. 8) Security, Governance & Compliance Ensure systems are secure and compliant with all regulatory, legislative and institutional requirements. Work with the other departments in IT Services and within the business to ensure robust security systems and processes are in place; ensure these are automated where possible and auditable. Work with the Governance team to ensure reports are made available securely in timely response to FOI, SAR or audit requests. Ensure that architecture decisions are made collaboratively across the department and are fully recorded. 9) Policies, Procedures & Standards In addition to systems and services, ensure that processes and procedures are also adhered to and suggest improvements where necessary. Accountable for development and documentation of all the key policies, procedures and standards relating to key operations within the Operations and Response Delivery team and ensure they are regularly reviewed and updated. 10) Site Responsibility The Operations and Response manager will have overall site responsibility from an ITS perspective for nominated sites and will liaise and escalate within Service Delivery, Infrastructure and Application development any issues. 11) Business Continuity Work with the other departments in IT Services to ensure solutions are implemented to support business continuity strategies. Ensure that the systems we support and deliver are well managed by the team have clear recovery priorities and well documented, proven recovery plans. Will ensure the team are able to assist during Critical incident management to ensure service levels are quickly restored. 12) Supplier & Contract Management 3

4 Support the management of relationships with new and existing suppliers to ensure the university attains the best value for money and ongoing improvement from its contractual terms. Ensure that every supplier has valid and current contract, and adhere to the university s terms and conditions. Ensure that poor supplier performance is followed up and escalated through strong account management relationships. 13) Customer Service and Service Improvement Support the Head of Service Delivery in ensuring that the department provides the most efficient and satisfactory service possible for our end-users. The role requires that the end game for all work undertaken is to have highly satisfied staff and students. The role holder is also responsible for identifying, suggesting and implementing improved customer service in areas which fall behind the standards expected of IT Services. Ensure all services are documented, approved, transitioned and managed successfully. Provide shared management responsibility to ensure the IT Service Catalogue remains current. The role requires working closely with Senior Management to ensure consistent and effective delivery of services. Ensure a Continual Service Improvement approach to Service Delivery adopting an informed, objective and timely decision making approach to ensure quality service provision. 14) Finance & budget management Ensure the department delivers on its financial commitments both in capital bid requests and maintenance budgets required. Ensure that solutions and services are procured in compliance with the university s financial regulations and procurement procedures. Initiate and manage tenders/minicompetitions and work directly with procurement to ensure the best route to market. 15) Relationship Management Manage strategic relationships with key stakeholders/customers within the University, with other external organisations, and with new and existing suppliers. Support the Service Delivery manager in maintaining the profile of Service Delivery and the wider ITS Department. Communicate at all levels and be confident in presenting information to Management & Executive teams to support capital funding requests. 16) Values and Behaviours The role holder is required to adhere to the university s values and behaviour policy and embed these into every aspect at the required level for the role. It is expected that the role holder will be an ambassador for the professionalism expected of the department across and beyond the university business 4

5 Person Specification Essential Qualifications BSc in Computer Science or similar or equivalent experience Experience Experience of working in the IT industry in a Senior Role Demonstrable and relevant experience of leading a highly motivated and high performing team delivering a creative and innovative approach to successfully providing a consistent, high quality operational service Experience of managing supplier/ partner relationships to gain the best value for money and continuous improvement Demonstrable experience of influencing at a senior level and ability to work well in cross disciplinary teams, successfully maintaining and developing relationships across the organisation Demonstrable and relevant experience of achievement of major project delivery Demonstrable and relevant experience of devising and implementing relevant team strategies Significant experience in the architecture, specification, implementation, development and operation of endpoints in line with business strategy; including driving continuous improvement in these areas Proven experience of developing and implementing technical strategies and polices in line with, or that transform, business delivery. Skills, Knowledge and Abilities Proven knowledge of IT Systems and successful project implementations Experience of delivering and full technical knowledge of a wide ranging End Point infrastructure including Mobile Device Management (EMM) in the enterprise. Strong performance management skills Excellent Communication, and persuasion skills (verbal and written) including communication of technical concepts to non-technical colleagues at a range of levels within the organisation and developing consensus within disparate views Ability to engage people and non-people resources to meet business priorities Strong analytical skills and ability to be decisive 5

6 Highly self-motivated, organised, adaptable and disciplined with an ability to work to tight deadlines whilst managing multiple tasks and deliverables. Able to prioritise effectively and an attention to detail and drive for excellence Evidence to exemplify the University values and behaviours with highly supportive behaviours to colleagues combined with an ability to challenge in a positive manner and lead colleagues through the challenges they face Understanding and a sense of ownership of the ITS and Business vision and objectives, supporting ITS direction and focus Leads, empowers and motivates others to search for ways that improve organisational performance and challenges internal behaviours, systems and procedures which do not focus on customer needs Business Requirements Requirement to participate in Response Team Rota (24/7) Flexibility with regard to working hours, including weekends and evening hours supporting the business, and travel between sites Desirable Qualifications Appropriate Industry certifications: e.g. MCSE, CCNA ITIL V3 Foundation or Prince2 Foundation Experience Working within a Higher Educational Institution Skills, Knowledge and Abilities Delivered transformational projects 6

7 Benefits As well as competitive pay scales, we offer generous holiday entitlement. We also offer opportunities for further salary progression based on performance, and the opportunity to join a contributory pension scheme. For more information on the benefits of working at the University of Derby go to 7