EAST SUSSEX FIRE AUTHORITY Job Description

Transcription

1 EAST SUSSEX FIRE AUTHORITY Job Description Job Title: Supplier Service Manager Job Family: JF6 Specialist/Technical Manager Reporting to: ITG Manager Responsible for: None. Main purpose of the job: Build strategic relationships with our suppliers, ensuring structured management is in place and the suppliers are appropriately engaged to ensure Fire Authority get the best from these. The Fire Authority managed service supplier is our most important contract and this post will be responsible for ensuring this contract is meeting its service, project and strategic goals. The role is responsible for monitoring the performance of suppliers in relation to key performance indicators and delivery of services and change. They will engage the ITG management team to obtain regular feedback from users of the services, and work with suppliers on continual service improvement plans based on this feedback. As part of the performance monitoring function this role will undertake performance benchmarking and will work with all parties to identify and implement opportunities for improvement. The role will work closely with the ITG Manager to ensure that all the IT service management relationships required between key suppliers, The Fire Authority and The SCC are clearly defined. Monitor these relationships to ensure they remain effective and compliant to ITIL principles. This role sits within the ITG (Information Technology Governance) Team of the Resources & Treasurer Directorate

2 Main duties and responsibilities 1. Know-How To lead on the development and implementation of IT supplier performance, IT strategy, implementation and maturing of ITIL V3 processes and procedures. Responsible for the quality of services being delivered to ESFRS and SCC by ITG Supplier portfolio. To work with a wide range of internal and external stakeholders to ensure that the IT strategy is understood and delivered through effective supplier and contract management. Responsibility for managing strategic contracts and supplier performance in accordance with the Authority s vision, policies, governance arrangements and values. Comply with external procurement and contract legislation, regulation and EU policy. Internally comply with ESFRS Authority s constitution, corporate governance (contracts & standing orders), and procurement policy and procedures. When appropriate, assist in the interpretation, development and update of these documents. Responsible for the full lifecycle of IT supplier relationship and contract management. Manage external partners, develop and deploy mechanisms that lead to positive and effective relationships between ESFRS and SCC business users/consumers and its IT service suppliers. Responsible for negotiation of major IT contracts, renegotiation or changes to contracts for the supply of IT products and/or services, and ensuring that supplier performance and delivery of services represents value for money. Provide organisational visibility of all contracts and produce reports/dashboards to show ESFRS stakeholders the performance of relevant contracts to demonstrate and optimise the quality of bought-in services and provide evidence of value for money. In collaboration with The Lead Technical Architect and the ITG Manager define a clear programme of contracting activity to ensure that all contracts are managed and aligned with business and IT strategy. Ensure proper monitoring of the contracts and initiate actions, including the enforcement of any penalty clauses, to bring contracts back into line or to terminate them. Work with Business Relationship Manager to ensure business community within ESFRS deal with suppliers within the terms and conditions of the contract, and that all communications between suppliers and users within ESFRS takes place effectively, efficiently and in a timely manner. Act as a point of escalation for most significant relationship/contract/financial issues or problems raised by ESFRS or our suppliers and arbitrate in situations as required. Participate in regular service review meetings with suppliers and meet customer representatives regularly to monitor progress against issues and to ensure that agreed levels of service are maintained.

3 Day to day monitoring and management of suppliers using SLA s, KPI s and SPI s and service data to gauge performance, risk, issues and opportunities for improvement. Work with suppliers in detail using SLAs, KPIs, and SPIs; analyse, digest and produce views to proactively identify service risks, issues and opportunities taking appropriate action and escalation as required. Working with the outsource provider to continuously improve the delivery of quality IT services. Work with client colleagues and customers directly to provide service delivery management and monitor the actions taken to maintain and improve the service to ensure that views of suppliers' performance are taken into account, and include negotiation of changes to the contract or SLA if necessary. Implement supplier management processes to support the development of best practice supplier relationships, and performance, and lead value for money, benchmarking, customer surveys and quality improvement reviews with key suppliers. Working with ITG colleagues and key suppliers, ensure that the ESFRS service catalogue is up to date and provides ESFRS business stakeholders with the tools required to engage services in the most accessible, cost effective and efficient manner possible. To adhere to organisational policies, manual notes, procedures and guidance and to ensure that the others in the team and those who work with you also adhere. Where policies govern suppliers you will be required to ensure that these are part of the agreed management processes. To investigate and co-ordinate remedial action in response to disruptions to the delivery of IT services, including effective communication on progress to the wider organisation in support of contracted supplier responsibilities. ITG members will assist the organisation and supplier on all matters relating to significant faults and failures and will monitor the progression of fault rectification and scheduled work to ensure an efficient and cost effective service is provided. 2. Problem Solving Recommend training programs targeting specific areas of improvement. Coach and support colleagues to ensure maximum support is available to ESFRS business stakeholders and suppliers during the contract lifecycle. Assist The ITG Manager in the management activities of the ITG Team including direction, administration, appraisal, absence and discipline. Lead, motivate and develop team members to ensure the effective and efficient provision of IT services. Allocate duties and priorities to achieve deadlines. Provide strong leadership through enthusiastic, motivational, knowledgeable demonstration and application of craft. Harness a working environment which encourages team work, energy and creativity that delivers results.

4 Direct and guide resources to schedule and deliver project and operational work based on agreed priorities and critical events. To implement ITG Service Team delivery service processes in line with ITIL V3 and ensure adherence by all team members. Evolve the use of ITIL V3 within the IT Client Facing Team in relation to emerging and evolving customer needs and business maturity. To negotiate between ITG Service Team, other directorates and external suppliers to resolve often highly technical or contentious issues and conflicts to ensure projects are delivered on time and within budget. Promote higher standards of customer service by communicating regularly with ESFRS executive management, business stakeholders and all users of IT products and services. 3. Accountability Assist the ITG Manager to ensure that business vision, aims and strategy are interpreted into an effective IT strategy that underpins our future technology architecture and roadmap. Assist the ITG Manager to establish and promote the vision for information and technology and develop an ITG Strategy and related Action plan. Assist the ITG Manager and ITG colleagues to advocate and evangelise on ESFRS business and IT vision, strategy and associated best practise. Promote a consistent ITG message and drive the standardisation of IT service delivery through adoption of best practise frameworks, methodologies and governance models. General Responsibilities This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or the level or responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post. All staff must comply with all Brigade and Corporate Polices including Equal Opportunities and Health and Safety at Work. Safeguard and promote the welfare of children and protection of vulnerable adults in line with the policies of East Sussex Fire and Rescue Service and East Sussex Fire Authority.

5 EAST SUSSEX FIRE AUTHORITY Person Specification The person specification focuses on the knowledge, qualifications, experience and skills (both general and technical) required to undertake the role effectively. If you are applying for this role then please ensure that you demonstrate that you meet all of the essential criteria. You will be assessed by your completed application form (A), at interview (I), and in some instances through an exercise (E). Job Title: Supplier Service Manager Job Family: JF6 Specialist/Technical Manager Directorate: Resources & Treasurer Department: ITG KNOWLEDGE (incl. interpersonal and communication skills) 1 Extensive knowledge of contracts management and supplier relationship management in public and private sector. Essential 2 Experience of developing, negotiating, delivering, and managing large and complex contracts in the region of 3 million per annum. - Desirable 3 Extensive knowledge of ITIL Service management- Essential 4 Previous Knowledge and experience of managing delivery of IT contracts and managing IT Suppliers. - Essential 5 The knowledge and ability to summarise complex contractual and legal definitions both verbally and written, in a clear and concise form appropriate to the audience. Essential 6 Strong Project Management experience of running projects to budget, resource, time and quality. Desirable A QUALIFICATIONS 1 Educated to Degree level or equivalent Essential A 2 ITIL Manager Desirable A 3 CIPS Certificate in Procurement and Supply Operations Desirable A EXPERIENCE 1 Experience of cross team working to determine best fit service provision through market testing, benchmarking and service analyse activities Desirable 2 Experience in ITIL Change management, Service Management, Request Fulfilment and Incident management service delivery and management Essential 3 Experience of developing service delivery specifications as part of Commissioning and Procurement processes.- Desirable 4 Experience of conducting regular services reviews and analysing performance data to identify risks, issues and opportunities for improvement or publication of success. - Essential

6 5 Experience as a Service Delivery Manager/Service Manager in delivering complex outsourced IT Service to client organisations Essential 6 Experience of Senior stakeholder management, strong presentation skills and the ability to lead and manage meetings effectively. Essential 7 The experience to actively lead in supplier dialogue to help shape future services that are technically sound, aligned with future vision of the organisation. Essential 8 The experience to form excellent relationships with internal users to understand requirements and manage effective communications and expectations and the ability to motivate, inspire and engender internal support for the change. Essential 9 Experience to credibly network with other similar organisations to explore current best procurement, contract and supplier relationship management practice. Desirable OTHER 1 Commitment to diversity and aims of the organisation Essential 2 Mobility sufficient to enable travel throughout the county Essential A 3 Able to converse at ease with customers and provide technical and/or professional advice in accurate spoken English Essential