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: 1 direct report (Support Officer, Procurement, Contracts and Finance) Main purpose of the job: Responsible to the business for the effective service delivery of ESFRS s outsourced IT services to agreed contractual service level and quality, acting as main point of escalation delivery issues and questions. Responsible to the ITG Manager for the management and reporting on of the ITG operational ( 3.2m) and strategic budget ( 8m) To apply effective governance across all IT contracts ensuring delivery according to obligations, maintain proactive financial, operational and contractual oversight. Responsible for providing client/supplier relationship and contract management with regard to all current and future IT supply contracts, managed services, and outsource initiatives. To lead on the development, establishment, operation and review of IT contract governance to include the development of policies, processes and professional practices. Provide strategic and operational delivery of all associated IT procurement activities through existing contracted suppliers, new suppliers or existing contracts using known frameworks and direct marketing engagement methods. This role sits within the ITG (Information Technology Governance) Team of the Resources & Treasury Directorate

2 AD Resources & Treasury ITG Manager Supplier Service Manager Lead Technical Architect Main duties and responsibilities 1. Know-How To lead on the development and implementation of IT supplier performance, IT contract and financial management strategy, processes and procedures. 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. Manage external partners, develop and deploy mechanisms that lead to positive and effective relationships between ESFRS 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. Establish full clarity of legacy contracts and re-establish relationships where appropriate, seek to consolidate contracts, gaining economies of scale and saving costs whilst protecting service levels. 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. Maintain an IT contracts register and work with Finance & Procurement and Lead Technical Architect to establish clear contract, and technology investment roadmaps and identify associated risks, issues and opportunities. In collaboration with 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. Maintain operational tracking of any contract milestones, key deliverables, targets and service level details for every contract in our IT portfolio.

3 Actively manage and communicate commercial risk and manage change adherence. Work with ITG Manager and Finance teams to oversee financial-related activities associated with contracts, procurements and services rendered to ensure commercial optimisation and clear financial controls and accounting. 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 Managers 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. Day to day monitoring and management of suppliers using SLA s, KPI s and SPI s and service data to gauge performance, risk, issued 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. 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. To anticipate internal requirements and develop and implement procurement plans within the portfolio of contracts you manage, working with colleagues in ITG and other functions within ESFRS where required. Working with ITG colleagues ensure systems are in place to keep all assets related to the IT Client function (documentation, software, licenses and hardware assets) are recorded, complete, current and accurate in accordance with policy, guidance and regulation. 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 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.

4 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. Mentor members of the ITG team and provide input to performance reviews. Coach and support colleagues to ensure maximum support is available to ESFRS business stakeholders and suppliers during the contract lifecycle. Assist 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. 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 IMD Client Team in relation to emerging and evolving customer needs and business maturity. 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. Responsible to the ITG manager for the reporting and control of the ITG Operational and strategic budgets, (Operation budget of 3.2 million pa and 8 million strategy). Responsibility for managing strategic contracts and supplier performance in accordance with the Authority s vision, policies, governance arrangements and values. Responsible for the full lifecycle of IT supplier relationship and contract management.

5 Assist the ITG Manager to establish and promote the vision for information and technology and develop an IT and IMD Strategy and related Action plan. Responsible for the quality of services being delivered to ESFRS by ITG Supplier portfolio. Assist the ITG Manager and ITG colleagues to advocate and evangelise on ESFRS business and IT vision, strategy and associated best practise. 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. 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.

6 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 & Treasury Department: ITG KNOWLEDGE (incl. interpersonal and communication skills) 1 Extensive knowledge of contracts management and supplier relationship management in public and private sector. 2 Significant 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. 4 Previous Knowledge and experience of managing IT contracts and managing IT Suppliers., E 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. 6 Strong Project Management experience of running projects to budget, resource, time and quality. Desirable A QUALIFICATIONS, E 1 Educated to Degree level or equivalent. A 2 ITIL Manager. Desirable A 3 MCIP accreditation. Desirable 4 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 Significant Experience in ITIL Change management, Service Management, Request Fulfilment and Incident management service delivery and management. 3 Experience of developing service delivery specifications as part of Commissioning and Procurement processes. Desirable 4 Extensive Demonstrable Experience of conducting regular services reviews and analysing performance data to identify risks, issues and opportunities for improvement or publication of success., E

7 5 Experience in encouraging staff career development through coaching, feedback and mentoring. 6 Experience of Senior stakeholder management (CXX level), strong presentation skills and the ability to lead and manage meetings effectively. 7 Extensive experience of actively leading supplier dialogue to help shape future services that are technically sound, aligned with future vision of the organisation. 8 Significant experience in forming 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. 9 Experience to credibly network with other similar organisations to explore current best procurement, contract and supplier relationship management practice. Desirable 10 Significant Demonstrable Experience as a Service Delivery Manager/Service Manager in delivering complex outsourced IT Service to client organisations OTHER 1 Commitment to diversity and aims of the organisation., E 2 Mobility sufficient to enable travel throughout the county. A 3 Able to converse at ease with customers and provide technical and/or professional advice in accurate spoken English., E