Job Description. Business Systems Change and Engagement Manager. Overall purpose of the job

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1 Job escription Job Title: Business Systems Change and ngagement Manager Job number: CCC1998 Grade: P3 Overall purpose of the job LGSS Business Systems and Change is part of the LGSS directorate Business Services, Systems and Change. The directorate also includes Customer ngagement and Business evelopment, Procurement and Revenues and Benefits services. The service is responsible for the development programme and day to day management of the RP and other business systems used by LGSS, as well as the development and delivery of the portfolio of key strategic corporate change projects within LGSS. The management team of which this post forms part brings together service management and support functions in to one service pillar that operates across all LGSS business systems. The group have accountability for the on-going delivery of the business systems service, including a number of key responsibilities across an array of functions, systems, customers and suppliers across the team. These include supplier management, customer management, environment management, capacity management, governance and compliance both internal and external, risk management, triage of incoming calls and first line support. This particular role will act as the voice of the customer and ensure all impacts on customers are understood and communicated. These functions are managed with a continuous service improvement approach and are fundamental to the ability of the RP Systems Manager and functional development teams to deliver exceptional service. Main accountabilities Main accountabilities 1. To support the development, delivery and maintenance of the customer engagement and communication framework. nsure in line with that operational framework that performance review forums, frequency and overall performance reporting is agreed and adhered to. nsuring customer satisfaction is monitored and where necessary improved, including individualised in the moment and customer wide satisfaction views. nsure user groups are established for new and existing systems, engaging with a varied cross section of the systems user base. 2. To be responsible for the customer aspects of co-ordination and provision of change functions across all business systems in conjunction with Functional evelopment Managers. This includes ensuring planned and reactive changes are correctly represented to the change advisory board (CAB) and that customers are fully informed in the process. 3. To develop and be responsible for delivering the customer aspects of the release management process. nsure new systems and changes are effectively transitioned into the operational support realm from the customers perspective. 1

2 Making sure the correct access, training and systems monitoring procedures are understood and up to date across the customers, supplier and relevant business systems support teams supported by transition to live (TTL) process (Project) and CAB process (Operational). 4. To be responsible for communicating all systems change to the LGSS customer base in line with the established frameworks and operational parameters. Working closely with functional development managers and project managers to ensure awareness of upcoming planned change and creating an early indication process where changes will significantly impact the customer. Working closely to with managers across LGSS to ensure business continuity where unplanned, major incident or disaster recovery situations arise. 5. To be responsible for the development of the approach, framework, and ongoing management to update of business systems documentation including configuration management documentation. This will be directly linked to and will utilise the CAB process to monitor and deliver control through defined sign off criteria. 6. ngage with the LGSS customer base, systems teams and projects to ensure a robust testing approach / framework / process of all new systems and changes to existing systems. nsure the sign off of all testing is recorded and absorbed by the customer. 7. To be responsible for the transfer of the systems change to our live applications. This includes documenting the TTL process and ensuring engagement across internal and external suppliers where required. 8. evelop in conjunction with functional and technical staff, review maintain training materials for all business systems users ensuring the team are equipped and capable of providing support for new systems and changes to existing ones. nsure that customer aspects are considered and executed to a consistent and high quality standard. 9. eputise for the Business Systems Service Manager where required. Add to other roles 10. To demonstrate awareness/understanding of equal opportunities and other people s behavioural, physical, social and welfare needs. 2

3 Person Specification Qualifications, knowledge, skills and experience Qualifications Required Subject ssential/ esirable ducated to degree-level in a relevant subject or equivalent by experience Considerable recent experience in the management of customer relationships in a challenging service delivery setting. xperience in ITIL delivery is desirable Identify Knowledge Skills escribe Proven ability to develop and manage ongoing relationships with internal and external customers at all levels Ability to develop and sustain cooperative working relationships with fellow employees, other individuals and organisations as required. Ability to express ideas clearly and concisely, both verbally and in writing. Ability to identify solutions as well as problems and be proactive in responding to the challenges offered by the customer and the business change programme Ability to interpret, influence and negotiate with both system functional development teams and customers regarding new ways of working that maximise the efficiency and effectiveness of RP functions Ability to produce and interpret reports on specific topics relevant to the customer and systems change or projects as and when required Ability to work in a fast moving environment and to handle multiple projects simultaneously. Awareness of ISO27001 and willingness to engage in development of ISO27001 practices. emonstrable leadership skills including managing both internal and external relationships 3 ssential/ esirable

4 xperience xcellent communication and presentation skills (written and oral) xperience in developing and managing the delivery of customer service level agreements and systems change process, both across operational teams and with users and customers xperience in developing key performance indicators and producing consolidated KPI reports for the business systems and customer groups xperience in problem management, ownership and resolution, keeping the customer informed, irrespective of the resolving team or person xperience in the interpretation of corporate policy and objectives and ensuring that these are incorporated in proposed business and systems changes xperience in understanding, analysing and interpreting strategic, organisational and procedural problems and designing alternative approaches for solution of these problems. Knowledge of effective project management, change management and customer service strategies, principles and practices Significant customer management and customer service experience in technology led business support Track record of engaging with operational managers, project managers and user / customer groups to coordinate all aspects of planning in relation to incidents, changes, individual projects and the ability to interpret and combine these to form a coherent service delivery plan qual opportunities Ability to demonstrate awareness/understanding of equal opportunities and other people s behaviour, physical, social and welfare needs emonstrable commitment to diversity and equality issues in both service provision and employment practices isclosure level 4

5 What disclosure level is required for this post? None X nhanced Standard nhanced with barred list checks Work type What work type does this role fit into? Fixed X Flexible Field Home 5