ICT OPERATIONS MANAGER

ICT OPERATIONS MANAGER POSITION INFORMATION DOCUMENT March 2018 Section Team Responsible to Directorate Information and Communications Technology (ICT) Chief Information Officer Classification Level G Position 2 Tenure Permanent Fractional time FTE 1.0 Location Catholic Education Office, Thebarton Our mission is to provide excellent professional services for Catholic school communities in South Australia (CEO Mission Statement) Broad Purpose Optimise the delivery of all ICT standard services, minor ICT assets, software licensing and change / release protocols managed by ICT for use by (CESA) and third party entities. Manage and lead a team of ICT professionals to deliver high quality Standard Services (inclusive of Service centre Support, Network, Compute and Storage Infrastructure) ensuring compliance with business policies, procedures and service levels through the development of work practices, systems and KPI s for consistent reliable service. Maintain the ICT section budget, ensuring good financial principles are used and enforced to achieve operating efficiencies and financial expectations are met. Ensure sustainable opportunities for continuous improvement of the ICT function and delivery are identified and enacted as approved. (March 2018) Page 1 of 6

Key Working Relationships Reporting to the Chief Information Officer (CIO), direct reports to the ICT Operations Manager: ICT Production Manager ICT Network Services Manager ICT Service Desk Lead Infrastructure, Planning & Development Finance Officer General Working Relationships CEO leadership CESA leadership ICT leadership ICT team members CEO finance team CEO staff Third party vendors and service providers Infrastructure, Planning & Development Finance Officer Key Responsibilities The ICT Operations Manager will: ICT OPERATIONS ensure the ICT operations team deliver professional services while complying with business policies, procedures and service levels; ensure the ICT operations team are managed to provide superior service to our customers through the development of work practices, systems and performance indicators for consistent reliable service delivery; develop business plans to achieve identified strategic priorities; ensure professional reporting and escalation protocols are met on all documentation and areas of concern; lead by example with management behaviours aligned to CESA values whilst performing all facets of the role; ensure employee and vendor behaviours are aligned to CESA values and service expectations; provide effective management of staff and vendors with clear understanding of work scheduling priorities and measured outcomes; ensure quality services are delivered and measured by level of customer satisfaction; Personal development plans and appraisals completed for all direct reports. ICT STANDARD SERVICES inclusive of CESA service desk ensure the service desk team has established and delivers to performance targets; ensure management and development of the ICT Service catalogue; effective development and management of standard services; (March 2018) Page 2 of 6

develop and maintain regular communication channels with customers, managing customer expectations, and incorporating customer feedback into the CESA ICT service delivery plan; align activities to support the ultimate delivery of strong customer outcomes; develop strategies for managing storage and data, based on level of criticality of information. CESA ICT Infrastructure and Network (TECHNOLOGY) management ensure proactive management measures to be in place to achieve TECHNOLOGY uptime of no less than 99%; maintain the integrity of the TECHNOLOGY under ICT management, by ensuring that policy, procedure and processes for system changes are up to date and followed; lead and report on the implementation of all TECHNOLOGY changes; maintain the application of security and control standards; be responsible for the planning, installation, upgrade and ongoing management of the TECHNOLOGY under ICT management; maintain the integrity of ICT business resilience processes and procedures in alignment with the CESA business resilience plan; ensure all TECHNOLOGY documentation is prepared and maintained; provide advice on and management of the TECHNOLOGY requirements for all ICT projects; ensure carriage of the infrastructure and network teams responsibilities at governance committees; continually review alternatives for the delivery of CESA s TECHNOLOGY. CESA ICT BUDGETS under the direction of the Chief Information Officer, manage the centralised coordination and ongoing oversight of the ICT budget; implement directions provided by the Chief Information Officer in the preparation and ongoing management of the ICT budget; working with ICT departmental leads, coordinate the preparation of the annual capital and operating budget; liaise with the Infrastructure, Planning and Development Finance Officer and Finance department in the preparation and management of the ICT budget; assist with the definition and operation of effective financial control and decision making; monitor and manage allocated expenditure within all operational budget sub-programs; examine any areas where budgets and expenditure exceed their agreed tolerances; manage and report monthly on ICT budget performance. (March 2018) Page 3 of 6

ICT GOVERNANCE maintain partner relationships with third party suppliers; ensure third party contracts are well defined and deliver to the current and future needs of ICT in a cost effective and efficient manner; ensure third party contract performance is measured and monitored to ensure ICT achieves outcomes aligned to expectations; negotiate and manage contracts with major vendor parties, including but not limited to; Microsoft, Cisco, Telstra, TPG, SABRENet, YourDC, Adam Internet, VOCUS; ensure compliance to all relevant legislation, CESA policies and procedures across all ICT services; develop and maintain CEO & CESA ICT policies and procedures, applying industry best practice; promote and apply ICT s adopted frameworks in relation to ICT change, release, risk and service management; maintain ICT risk register and complete risk assessments in accordance with the adopted risk management framework; liaise with interstate counterparts as required, including involvement in the negotiation of national ICT vendor agreements; ensure timely reporting on key performance indicators. ICT STRATEGIC DEVELOPMENT remain up to date on technology trends, assess their suitability and recommend their adoption for use across CESA; provide input into the development and maintenance of all ICT s plans, e.g. strategic, operational and business resilience plans, ensuring appropriate investment in technology; develop models and frameworks to drive ICT efficiency, taking advantage of opportunities to review and improve business performance; validate and justify CESA s ICT needs, including the review of shared TECHNOLOGY and software for use by schools; conduct feasibility studies including preparation of business cases and financial cost models; oversee development and implementation of solutions and services; undertake other duties as required by the CIO or Director. (March 2018) Page 4 of 6

Person Specification The ICT Operations Manager will demonstrate: a commitment to the Catholic ethos and to the mission and values of the Catholic Education Office; leadership and people management skills; high level of integrity, credibility and ability to maintain confidentiality; ability to make sound strategic decisions on the investment of time and money to maximise return on investment; a customer focus with a collaborative and team oriented approach; high level interpersonal, negotiation, communication and presentation skills with the ability to work proactively and successfully with senior management; ability to discuss business issues and put them into technological contexts; significant experience in managing teams delivering IT enabled business solutions; ability to work under pressure to meet tight timeframes and manage a diverse range of deliverables; ability to apply the principles of continuous improvement to activities, system processes and procedures. Qualifications and experience The ICT Operations Manager will have: a relevant tertiary degree in Information and Communications Technology, Business Administration or a related field with further relevant higher qualifications or industry professional development being highly desirable; extensive experience in managing diverse technical teams; extensive technical experience, including experience in infrastructure, local and wide area network design, implementation, and operations; experience in negotiation and management of significant contracts and vendor partner relationships; experience in the review and implementation of best practice policy, process and procedures for effective governance of a complex ICT environment; significant demonstrated experience in managing senior level stakeholders; experience with business unit planning. Other Conditions. All CEO staff are required to: support the CEO Virtues and Values of - Faith, Hope and Love Respect for the dignity of each person Inclusivity Sustainability Justice and Compassion Trust; participate in good character screening processes and hold a current acceptable Police clearance; (March 2018) Page 5 of 6

act at all times in accordance with the CESA Code of Conduct; comply with the Work Health & Safety management system and, as a worker, while at work: o take reasonable care for their own health and safety o o o take reasonable care that their actions or omissions do not adversely affect the health and safety of other persons comply, in so far as they are reasonably able, with any reasonable instruction given by the employer co-operate with any reasonable policy or procedure of the employer that is related to health and safety at the workplace that has been notified to workers. (Ref: Division 4, Section 27 & 28 SA Work Health and Safety (WHS) Act 2012) hold current certification in Responding to Abuse and Neglect in Education and Care Settings; participate in regular professional review processes Additional requirements for this role include: possible interstate travel a current driver s licence (March 2018) Page 6 of 6