Job Description. Technology Operations Manager GRADE: 5 Operations Future Media & Technology Head of Future Media & Technology

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1 Job Description JOB TITLE: Technology Operations Manager GRADE: 5 DEPT/TEAM: Operations Future Media & Technology REPORTS TO: Head of Future Media & Technology Purpose of Role: To be responsible for the on-going/operational management of Comic Relief s technology platforms, working closely with other FM&T managers to own new applications once developed, and to ensure the operational readiness of existing platforms and services overseeing their maintenance, testing and development roadmap. This will involve the management a team of technical project managers and analysts to ensure the smooth implementation and operation of Comic Relief s operational technology platforms, specifically call centres, domain name registration, donations, infrastructure, electronic commerce platforms, payment processing and external security. 1. Commerce & Web Technology Platforms Work closely with the Head of Future Media & Technology on the development of Comic Relief s strategy and architecture for key external application platforms in support of Comic Relief s business requirements. Be responsible for the development and maintenance of a platform strategy that encompasses all of Comic Relief s external-facing activities, supporter donations, fundraising, online shop and web hosting and infrastructure including ensuring domain registrations and certificates are properly managed and scheduled. Maintain a keen perspective on the state of the art in digital and web technology. Identify and develop opportunities for Comic Relief to use digital and web technology in its campaigns and other communications, and maintain its position as a digital and technology leader in its sector. Ensure that Comic Relief s websites, transactional systems and other web-based applications deliver on the requirements of our campaigns and on-going business providing an appropriate level of performance and security to support the user experience and achieve business objectives. Establish an operational framework and the associated processes to allow the handover of development projects into an operational environment which can then be supported going forward. Work closely with the Digital Production Manager and Web Development Manager to identify and develop the solutions required to support Comic Relief s ambitions in the digital space, including both internal and external applications. Work closely with the Senior Manager IT Operations to ensure that solutions proposed are fully compatible with Comic Relief s internal network and security policies. Work closely with the Enterprise Platforms Manager and Web Development Manager to ensure that solutions proposed and developed are fully compatible with Comic Relief s data architecture and data management policies. Support the Head of Future Media & Technology and other managers in FM&T in the development of an overall strategy for Comic Relief s user of Digital and Web Technology.

2 2. Technology Programme Management Manage the team of Technical Project Managers (TPMs), providing both line-management and mentoring to ensure that they operate as effectively a possible as individuals and as a team and achieve all deadlines and targets. Oversee the provision and evolution of technology platforms that underpin Comic Relief s online system activities and manage service-levels with key partners and suppliers to ensure the right level of availability and scalability. Identify the necessary resources and plan the effective deployment of personnel, partners and technology to ensure the operational functionality of our campaign initiatives. With Head of Future Media and Technology, and F&MT Management Team, agree the approach to systems and application development that is strategically ambitious and operationally deliverable. Working closely with the Web Development Manager, manage the programme of systems and application development and delivery that enable our organisational strategies, both in support of our campaign and other external objectives and for operational use. Oversee the portfolio of development work, keeping a particular view of capacity management, risks, supporting stakeholder communications and trouble-shooting as required. With the appropriate technical project manager, ensure that our significant high-volume, high-availability donations system is appropriately and strategically developed and tested before it is fully-utilised in campaigns. Oversee a Technical Project Management team to ensure that the systems and applications required to drive our online campaign operations are developed in an integrated and professional manner, using effective systems and processes at all levels. Manage the service levels (SLAs) and commercial agreements needed to ensure the best possible service from key partners and suppliers, and monitor those relationships carefully to identify potential problems early on and put in place resolutions where necessary. Budget management 3. Other Business Activities Work with all areas of the business as appropriate to provide technical project management or in the development of in-house and other technical assets or systems. Input into the technological aspects of operational planning across all aspects of the business. Responsible for the PCI compliance of the technologies and platforms being managed. Awareness of and incorporation of relevant data protection and security standards. 4. General

3 Line manage a team of Technical Project Managers and Analysts to ensure the effective delivery of project objectives and operational platforms. Work with the Head of Future Media and Technology to be an active member of the FM&T management team, taking advantage of new opportunities and ensuring that Comic Relief s use of technology matches the wider organisational strategy Make a full contribution to the overall management of Comic Relief as a member of the Management Team. Maximise any appropriate opportunities to add value to Comic Relief by securing sponsorship, gifts in kind or other donations. Undertake such other appropriate duties, including cross-departmental or cross organisational roles, as may be required from time to time by the Head of Future Media & Technology.

4 PERSON SPECIFICATION FOR: Technology Operations Manager Grade: 4 EXPERIENCE WHY IMP. App Int Test Test Format Substantial experience managing web technology platforms at a senior level in a high profile commercial environment. The post-holder needs to maintain strong credibility in a fast-paced and demanding operational environment. Track record of delivery of large and complex technical projects. The post-holder will be expected to ensure that Comic Relief s onthe-night donation platforms, websites and other business operations are delivered in a timely and effective way. Must be able to lead, manage and inspire a large team of skilled professionals working under pressure. Must understand how to ensure that technology platforms are fit for purpose and fully compliant with both legislative and CR policy requirements. Management of teams of technology professionals and technical project managers. Experience of using digital technology to support a range of business activities from front-end applications (e.g. fundraising) through to web infrastructure and payment systems JOB SKILLS WHY IMP. App Int Test Test Format Personal Effectiveness Must be a self-aware, effective decision-maker, able to advocate a Group exercise course of action at a senior level and take personal responsibility for all aspects of delivery. Negotiating and influencing People Management and Development Budget and resource management Operational risk management Problem-solving Strategic Planning Relationship Management Must be able to make excellent external and internal deals in order to maximise the effectiveness of technology for Comic Relief. Must be able to lead, manage and motivate a large and diverse team of professionals working under high expectations, taking steps to ensure that adequate levels of knowledge and skill are maintained. Will be responsible for the effective deployment of substantial financial, human and physical resources, as well as the exploitation of resources leveraged through third parties. Will be responsible for safeguarding Comic Relief s operational effectiveness and for mitigating commercial and reputational risks. Needs to be capable of identifying symptoms and underlying problems, considering a broad range of appropriate factors, and using sound judgment and analytical skills to determine solutions. Must be able to consider relevant external and internal factors and develop and implement strategic objectives to further Comic Relief s vision and mission. Must be competent and systematic in establishing, building and maintaining business relationships of substantial strategic value to Comic Relief. Group exercise Group exercise Unseen exercise Presentation exercise

5 Project Management Must be able to oversee the effective delivery of challenging and complex technical projects. Unseen exercise Written and oral communications skills Must be an accomplished communicator, able to produce succinct Written and and effective written communications, make effective oral presentation contributions in meetings and other face to face situations, and to exercises produce and deliver compelling presentations to a range of audiences. KNOWLEDGE WHY IMP. App Int Test Test Format An understanding of Diversity In order to promote diversity throughout the organisation Some knowledge of the issues funded by Comic Relief A recognised project-management qualification Working knowledge of ITIL and / or digital development methodologies Deep technical understanding of digital media platforms, suppliers and architectures. In order to be able to inspire self and others to be passionate about the work that Comic Relief does. Des. In order to maintain credibility when overseeing the delivery of a wide range of complex technical projects. In order to ensure that the team operate effective processes Des. Unseen test Must be capable of ensuring technical delivery in these areas and must have the ability to select and recommend partners and solutions appropriate for requirements. Unseen test OTHER REQUIREMENTS WHY IMP. App Int Test Test Format Occasional Unsociable Hours In order to ensure that Campaign objectives and requirements are delivered on time. Occasional international travel For commercial purposes or very occasionally to visit Comic Relieffunded projects in developing countries. Des.