Position Number Community Division/Region Yellowknife

Transcription

1 IDENTIFICATION Department Position Title Infrastructure Client Services Manager Position Number Community Division/Region Yellowknife Technology Service Centre (TSC) PURPOSE OF THE POSITION The Client Services Manager has overall responsibility for the business relationship between the TSC and its clients within the GNWT (Government of the Northwest Territories) Departments, Boards and Agencies. The Client Services Manager is responsible for understanding and meeting the IT-related business requirements of the clients. This understanding is critical to effective service delivery by the Division, as client requirements drive the services and service levels provided by the TSC; the incumbent is responsible for sharing this understanding with other TSC managers and staff. Managing overall TSC communications with clients, the Client Services Manager responds to client service issues that were not successfully dealt with by Business Relationship Managers or other TSC groups such as End User Support. Services are provided in accordance with a framework of operating procedures and guidelines established within the TSC, and with standards developed by the Office of the Chief Information Officer or by a GNWT Standards Committee. SCOPE Located in Yellowknife and reporting to the Director of TSC the Client Services Manager is responsible for ensuring the optimal working relationship between the TSC Division and all GNWT Departments and those Boards and agencies that receive technical support under the Technology Service Centre's (TSC) mandate (approximately 2,200 employees in GNWT departments plus clients of TSC services in boards and agencies). January 4, 2017 GNWT Job Description Page 1 of 7

2 The Manager promotes optimal availability and effectiveness of IT services, and service levels, based on defined TSC Services and service descriptions. A key objective is to meet agreed upon client expectations as negotiated under the terms of Department/Board/Agency Service Level Agreements (SLAs). The Client Services Manager also has overall responsibility for the development and management of these SLAs, and their periodic revision as services or service requirements change. As part of the TSC Management team, the Client Services Manager represents the interests of the clients to the team and also represents the TSC to the clients. As a result, the incumbent will work in close cooperation with the managers located within the TSC Division (User Support Services Manager, Infrastructure Services Manager and Service & Process Development Manager) and with various departmental staff responsible for business planning and operations, and for departmental IS/IM. The Client Services Manager manages 7 employees: a Financial and Vendor Relationship Manager, a Financial & Asset Management Officer, a Financial & Asset Management Clerk, 3 Business Relationship Managers and 1 Web and Communications Coordinator. The Client Services Manager manages a budget of approximately $750,000 for salaries and benefits, and approximately $1,500,000 for the bulk purchase of computer workstations and peripherals, software licensing, and O&M. The Client Services Manager must have a comprehensive understanding of information technology and how it can be used to bring business value to an organization. A strong commitment to working within a client service organization, and to working collaboratively with clients is essential. This role requires a solid technology background, but the focus of its responsibilities is effective management of the delivery of technology-based services and support. IT Services are typically available 24 hours a day, 7 days a week. As manager, the incumbent may be called in the event that escalation of an incident is required in accordance with the escalation procedures in the SLAs. If available, the incumbent is expected to participate in the management of incident resolution and/or client communication. RESPONSIBILITIES In fulfilling the responsibilities below, the incumbent is required to use good judgment when making decisions. The incumbent is to work collaboratively with the other managers and the Director to facilitate decision-making in areas that have an impact across the TSC and/or on clients. For decisions that primarily impact the incumbent's area of responsibility, the incumbent is expected to exercise sound judgment in making technical or management decisions and to inform other managers or the Director of decisions that may impact their area of responsibility. 1. Oversee and monitor the liaison role with client department representatives, with the objective of delivering IT services and support that meet business requirements, through cross-tsc collaboration to achieve service level targets. January 4, 2017 GNWT Job Description Page 2 of 7

3 Develop and maintain the list and description of TSC services, including what the service includes and any key limitations, and ensure these are updated as required; Assume overall responsibility for Service Level Agreement(s), which document responsibilities of the TSC and its clients, as well as target service levels. Oversee the development of department-specific Service Level Agreements, where appropriate, and assume final signoff responsibility for the TSC; Serve as an escalated point of contact regarding issues that clients are experiencing with IT Service provision, where these were not resolved elsewhere in the TSC; Design and make available monthly service level reports for departmental representatives and TSC management, and ensure that Business Relationship Managers meet periodically with each department to review them. Participate in these reviews when major issues occur; Develop and execute a plan to address any shortcomings in service levels, working with Client Services staff and other TSC managers to achieve this; Prepare or coordinate the preparation of TSC communications to keep the client base informed about TSC goals, services, and operations; Ensure that the key objectives of TSC chargeback are communicated to client departments, and that chargeback to the departments occurs on a timely basis. Follow up to ensure that any outstanding concerns are addressed; Periodically conduct, interpret, and do follow-up action on client service experiences. 2. Pro-actively work with the Office of the CIO and client departments to understand the impact their strategic plans are likely to have on TSC service offerings and service delivery. Work closely with departmental representatives, the Office of the Chief Information Officer (OCIO), and other key TSC staff to understand upcoming requirements and contribute to strategic plans for planned services; Consult with departmental representatives and propose IT-related solutions to address their requirements; Oversee and direct the provision of project liaison services where required to meet departmental requirements for changes in TSC services or capacity; Work closely with other TSC managers to determine how the departmental projects are likely to impact Divisional services and resource allocation; Participate in TSC policy-making and overall TSC management of TSC policies. 3. Working closely with the Financial and Vendor Relationship Manager, manage and oversee various financial support activities to ensure the effective delivery of finance-related client services by the TSC. Oversee the management of contracts with third party service providers, including the provision of monthly reports on service levels, and the resolution of any issues with contractor services and service levels; Direct procurement and tracking of all TSC desktop/laptop hardware; Direct procurement and tracking of all TSC desktop/laptop software licenses, and ensure that subordinate staff correctly manages all software licensing for which the TSC is the user or provider; January 4, 2017 GNWT Job Description Page 3 of 7

4 Assist client departments and other GNWT organizations with the selection and licensing of additional hardware or software, and with its procurement; Ensure that the TSC assets are correctly inventoried; Ensure that processes are in place and are followed to manage the life cycle of computing equipment, from acquisition to disposal; Participate in the development of hardware and software standards; Research to keep abreast of current and emerging technology. 4. Perform a leadership role in IT service management, based primarily on the Information Technology Infrastructure Library (ITIL) framework. ITIL is a discipline for applying industry best practices to process development, service measurement, and ongoing service improvement in an IT infrastructure and support organization. The incumbent plays a key role in the development, implementation, monitoring and effectiveness of the following ITIL processes: o Service Level Management - to maintain and gradually improve business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting, and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service; o Financial Management - to provide effective stewardship of the IT assets and the financial resources used in providing IT services; o Capacity Management - to understand the future business requirements (the required service delivery}, the organization's operation (the current service delivery}, the IT infrastructure (the means of service delivery), and ensure that all current and future capacity and performance aspects of the business requirements are provided cost effectively; o Availability Management - to optimize the capability of the IT infrastructure and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives. Client Service Manager participates in the development and implementation of the following ITIL processes, which are the primary responsibility of other TSC managers: o Incident Management o o Problem Management o Change Management o Configuration Management o Release Management o Service Continuity Management (Descriptions of these processes appear in the job descriptions of the TSC managers who have responsibility for them). 5. Manage the performance of the Client Services group (i.e. supervise support staff, and perform other administrative activities). Promote a strong client service culture, mentor staff in client service best practices; Lead, motivate, train and evaluate Business Relationship Managers and Financial and Asset Management Officers/Clerks, as well as the Web and Communications Coordinator; January 4, 2017 GNWT Job Description Page 4 of 7

5 Mentor staff and contribute to cross-training efforts involving other TSC staff, while ensuring smooth operations and achievement of service level requirements; Schedule work for the Client Services staff including overtime and training; Prepare performance evaluations and discuss them with each employee; disciplinary action as required to address performance issues; Act as the first-level respondent to grievances filed by employees; Prepare and manage budgets and do variance reporting; Perform other general management activities. WORKING CONDITIONS Physical Demands No unusual demands. Environmental Conditions No unusual demands. Sensory Demands No unusual demands. Mental Demands The incumbent is required to address service incidents that require rapid response and significant re-prioritization of workload. TSC managers and TSC clients will try to influence the incumbent to provide services outside the scope of TSC Client Services Agreements, and / or GNWT / TSC priorities, policies, and procedures. As the focal point for all TSC client communications, the incumbent must periodically deal with clients who have escalated problems that were not dealt with through regular TSC processes. Most often these dealings are with clients in a "crisis" mode and require a great deal of tact and composure. KNOWLEDGE, SKILLS AND ABILITIES Solid background in information technology, including an overall understanding of the industry and how IT is used to address business requirements; Expert knowledge of client service best practices, including a strong commitment to client service; Solid knowledge of IT service management objectives and best practices; Ability to manage large budgets and track finances for decision making purposes; Ability to communicate and negotiate service delivery priorities and contracts with clients and 3rd party service providers; Client Service Orientation - Ability to work within a long-term perspective in addressing client's problems. This may include trading off immediate costs for the sake of the long- term relationship. Considers long-term benefits for clients; January 4, 2017 GNWT Job Description Page 5 of 7

6 Self-Confidence - An ability to convey confidence in judgment and abilities, with the result that the TSC is presented in a positive and professional light; Initiative - An ability to anticipate and prepare for specific opportunities or problems that are not obvious to others. This includes taking action to create an opportunity or avoid future crisis (looking ahead 3-12 months or more); Strategic Thinking - An ability to determine long-term issues, problems or opportunities. This includes the ability to develop and establish broad-scale, long-term goals, strategies and policies; Listening, Understanding and Responding - A demonstrated ability for accurate insight into other people/group's behaviour and motivation and an ability to respond appropriately; Writing Skills - An ability to produce written documents which are clear, easy to understand and which follow the rules of correct grammar, punctuation and spelling; Presentation Skills - An ability to deliver clear, effective, and functional presentations using a content and style adapted to, and likely to influence, the intended audience; Team Leadership Skills to ensure that team members buy into a group s mission, goals, agenda, climate, tone and policies. This includes "setting a good example" by modifying desired behaviour and ensuring that group tasks are completed in a timely manner; and Developing Others - An ability to give specific positive or mixed feedback for developmental purposes. This included the ability to give negative feedback in behavioral rather than personal terms, and expresses positive expectations for future performance. Typically, the above qualifications would be attained by: Post-secondary education in the Information Technology field and a minimum of 10 years of progressively more responsible experience in the IT industry; and, Experience must include at least 3 years managing people; and, 2 years of work experience where the primary focus is on client service in an information technology environment. ADDITIONAL REQUIREMENTS Position Security (check one) No criminal records check required Position of Trust criminal records check required Highly sensitive position requires verification of identity and a criminal records check January 4, 2017 GNWT Job Description Page 6 of 7

7 French language (check one if applies) French required (must identify required level below) Level required for this Designated Position is: ORAL EXPRESSION AND COMPREHENSION Basic (B) Intermediate (I) Advanced (A) READING COMPREHENSION: Basic (B) Intermediate (I) Advanced (A) WRITING SKILLS: Basic (B) Intermediate (I) Advanced (A) French preferred Aboriginal language: Choose a language Required Preferred January 4, 2017 GNWT Job Description Page 7 of 7