Head of Service Job Description Introduction Waverley is an ambitious authority, committed to being one of the leading Councils in the country at a time of major change by developing a high performing, highly engaged staff team to share the organisation s values and deliver our corporate objectives. Values Openness Excellence Fairness Team Work Taking Ownership In Waverley we value openness and honesty where communication is clear and constructive and actions are transparent. In Waverley we value excellence, working in a consistent and professional way to achieve the highest standards possible, taking the time to recognise and celebrate success. In Waverley we value fairness and respect, working with integrity to ensure that everyone is treated well and has equal access to the opportunities available. In Waverley we value team work and collaboration, with approachable staff actively contributing to our shared corporate goals. In Waverley we value taking ownership, where everyone feels personally committed to issues at hand and is working towards a positive outcome. We believe that our Heads of Service should have generic, flexible job descriptions in order to best combine a creative and strategic approach to achieving the highest possible standards of performance. Therefore the focus is on corporate objectives, professional competencies and service delivery. Performance is measured against the delivery of the Corporate Plan, Aims and Objectives with specific performance objectives agreed at Corporate, Service and individual level each year. Date prepared: Post Title: March 2015 (revised) Head of Customer and Corporate Services Grade: Pay Band 2 Post Number: Directorate: Report to: Main Purpose: AD01 Finance and Resources Director of Finance and Resources To be responsible to the Director of Finance and Resources for developing the Council s customer service approach and for the operational management of all aspects of ICT, property and office services.
Principles A Waverley Head of Service will: Provide high quality advice and guidance equitably to all Elected Members of the Council and Staff to enable the Council s aims to be progressed Actively contribute to organisational resilience and the Heads of Service Team Communicate ownership of the corporate vision, values and key messages and promote the effective corporate working of the organisation Inspire confidence in a vision of continuous improvement and corporate and service success Promote a culture of excellent customer service Develop internal and external working relationships for the benefit of the Council Develop a high performing, highly engaged staff team Keep abreast of economic, legislative and social development affecting Local Government in general and their work area in particular Monitor service provision and ensure any relevant research and analysis required is undertaken Explore alternative ways of providing efficient and effective services Ensure value for money is a key aim Attend, as required, meetings of the Council, Executive, Committees, Special Interest Groups and outside bodies Ensure equality of opportunity for all employees Provide a healthy and safe working environment and implement and promote policies in all areas of their work including attending training as appropriate Demonstrate awareness of own resilience and ability to respond appropriately Maintain professional development (CPD). Be aware of the risks associated with their services and the Council as a whole and ensure robust measures are in place to manage these risks effectively, including the risk of fraud and corruption.
Service Specific duties Principal duties and responsibilities: Lead on developing Waverley s corporate approach to providing excellent customer services Develop cross cutting customer services initiatives that drive forward improvements in all aspects of customer service within the Council Develop and maintain a clear Information and Communications Technology (ICT) Strategy for the Council to ensure that it meets the business needs of the Council Develop comprehensive best practice policies and procedures for ICT especially those associated with security, disaster recovery and business continuity Ensure the continuous availability of ICT facilities to deliver the Council s business services Lead the managing of all ICT suppliers and vendors through contract negotiation, performance and financial management Promote the benefits of appropriate new technologies and new ways of working across the organisation Overall responsibility for managing Waverley s corporate land and property assets including the ongoing development of the corporate Asset Strategy and chairing the Council s Asset Management Group Ensure the effective delivery of facilities and support services To prepare and present reports for the Director of Finance and Resources, Finance Portfolio-Holder, Executive, Overview and Scrutiny Committee and Audit Committee etc. Lead and manage : Corporate Services IT Service Corporate Property Management (Estates and Valuation services) Maintenance of corporate property and engineering services Printing and Photocopying Services Customer Services Telecommunications and Central Offices Main Reception Offices and Facilities Management Central Post and Scanning Services Locality Office Services
Direct Budgetary control: 1.7 million: annual ICT gross revenue budget. 400,000 (approx.): ICT capital programme Over 600 work stations and approximately 46 servers. 4.1 million: Gross revenue expenditure 1.1 million: Income budget excluding recharges 440,000(approx.): Capital programme provision. Responsible for the maintenance of 90 corporate buildings including the Central Council Offices at Godalming. Corporate land terrier. Insured value of Central Offices over 14 million. Staffing: Responsible for more than 60 full-time equivalent staff. Staff include ICT professional and technically qualified staff and professionally and technically qualified building surveyors and valuers. Contacts: Provide high-level policy advice to Executive Director, Director of Finance and Resources, Portfolio holders and Elected Members. Private sector senior executives. Lead Officer representing the Council on countywide and regional groups of other authorities and partner organisations particularly with regard to Customer Service and ICT Decision Making The post holder has the lead management responsibility for the ICT area of the Council and delivering the outcomes needed to make that function a success. The ICT and Customer Services role influences the way the Council delivers services to its customers and will significantly improve the business and service performance of Waverley. The post holder will lead on all work associated with the Customer IT and Office Services functions and will work through their own initiative to deliver on the main responsibilities of the role. Outcomes and expectations are agreed with the Director of Finance and Resources and the post holder decides the most effective method for achieving the outcomes. To manage suppliers and vendors (primarily ICT, Property, Printing and Copying) through contract negotiation, performance and financial management, and appropriate management of these relationships.
Business Continuity Risks Loss of office facilities and consequential loss of service to citizens potential impact on the entire organisation. Failure of business critical IT systems. Failure of telecommunication systems and consequential loss of main communication channel for provision of all services. This Job Description is current as at the date shown above. In consultation with you, it is liable to variation as the needs of the Council may require. Structure Chart
PERSON SPECIFICATION Post: Head of Customer and Corporate Services Post No: AD01 Service: Finance and Resources Date Prepared: March 2015 Essential How Assessed Desirable How Assessed Education/Qualifications/Training Educated to degree level A Management qualification. A / S Knowledge/Experience Substantial senior management experience in a complex service environment (public or private sector). Track record in leading high performing customer-facing and support services Track record of successful project management Track record of delivering improved customer service initiatives Ability to inspire confidence in a vision for continuous service for relevant service areas Ability to role model collaborative leadership Experience in managing and developing relevant service areas A/ I Ability to work in the political context and governance requirements in which local authorities operate Experience of consistently managing performance to a high standard Extensive experience of working with councillors Experience of delivering value for money through managing budgets to the value indicated in this role.
Skills Ability to lead and manage teams without necessarily sharing their specialism/qualifications Political sensitivity and ability to handle conflict calmly and effectively. Ability to problem solve and find creative solutions. Able to speak in public and give advice at high level meetings Ability to achieve a culture of continuous improvement and high quality performance through collaborative leadership and staff engagement. Ability to reconcile conflicting priorities. Ability to demonstrate self awareness of own resilience and respond appropriately. IT skills, particularly Microsoft Word, Excel and Outlook. Special Requirements Able to undertake Duty Officer role (see job pack for further details) This post requires a Basic Police Act Disclosure For business continuity purposes you are also required to have access to the internet at home via broadband on a PC, laptop or tablet. Full and valid driving licence I A / S A / S
Physical Able to attend regular evening meetings and work occasional long hours. I The criteria on this form will be used as guidance when short listing all applications and again at interview. Please ensure you provide evidence within your application, giving examples as to how you meet the specified requirements for the job. How assessed: A = Application form D = DBS police check (previously called CRB) E = Exercise I = Interview M = Medical assessment S = Certificates / Professional Registration