Job Description

• Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services and products. Takes full responsibility for all aspects of career development for subordinate staff.
• Recognizes, and actively seeks ways to exploit information technology to address complex business, organizational and technical issues, of both a conventional and innovative nature. Influences senior level customers and project teams through change management initiatives, ensuring that professional standards are maintained.
• Takes full responsibility for budgeting, estimating, planning and objective setting for the work of the function, within agreed policies. Establishes and operates systems to monitor progress, take corrective action and produce reports as required by senior management.
• Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Gives operational and maintenance acceptance for new and changed systems and services.
• On the basis of both experience and foresight, sets up and maintains a risk management program. In the event of a crisis, minimizes its effect and manages resolution so as to bring the situation to a satisfactory conclusion.
• Contributes to policy making including strategic planning, hardware and software procurement, staff development and rewards, choice of methods and standards and the marketing and selling of services and products. Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept and that appropriate action is initiated to maintain service levels. Identifies and implements new service performance metrics.
• Ensures that a Service Catalogue of all available services is created, maintained, and used as the basis of the Service Level Agreements. Takes responsibility for command structure and escalation procedures, and ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained. Procures goods/services necessary to ensure the continuity of the service.
• Advises and influences business clients and customers, at management level, regarding the delivery, costs, availability and functionality of services and systems. Develops an effective partnership with suppliers and customers, establishing confidence and respect. Represents the employing organization at a high level, both externally and internally, formally and informally, both for the functions represented and as an individual.
• Ensures that the service level requirements of each Customer area are determined, and that service level agreements, contracts and negotiations with both internal and external suppliers are aimed at meeting the business needs of the employing organization, by providing a value for money service.
• Works with Customers to establish qualitative assessment of the service provision, from the customers’ perspective, and initiates actions for improvement, where appropriate. Reviews service level agreements, investigates all appropriate means to improve service levels, and recommends new or revised policies or procedures. Implements specific proposals, balancing overall usage requirements with current and planned services, and prepares investment proposals to meet changes in demand.

Job Requirements

• A Bachelor's degree with 10 years of relevant experience or 12–14 or more years of applied experience with demonstrated skills
• Has in-depth commercial and technical expertise, often in a variety of environments. 
• Demonstrates the special leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions. 
• Possesses a high level of management skills, with particular emphasis on interpersonal and negotiating skills and the ability to motivate staff. 
• Shows the ability to delegate effectively to more technical staff, whilst maintaining full management control. Demonstrates current and thorough understanding of developments in the application of Information Systems and is able to assimilate and interpret advice from specialists - technical or otherwise. 
• Demonstrates a knowledge of IT standards and codes of conduct.
• Has wide and detailed IT knowledge. Demonstrates up to date knowledge of the organization’s policy framework, organizational relationships, business processes, procedures for service delivery, reporting procedures, and existing and planned information systems and services. 
• Displays a comprehensive understanding of the commercial and other needs and objectives of the users of the services provided. Displays good inter-personal skills at all levels of contact and in a wide variety of situations. Demonstrates the ability to make, and take responsibility for, sound and far reaching decisions on Service Level Management and related Service Management process issues.
• (Standard) Verbal and written fluency in English is mandatory. Ability to work in a virtual team which may work across distance (remote), cultures and time zones, in a matrix with multiple reporting lines, and may extend outside the the organization including suppliers, partners and customers.
• Understands and is familiar with Infrastructure capability and delivery process(es) including expertise with Service Level Management and ITIL practices, focusing on operational efficiency and improving delivery speed, agility and automation to support rapidly changing business needs. 
• Must understand technologies which allow employees to connect, collaborate, communicate and co-operate across the global organization and across organizational boundaries.
• Understanding of Unified Cloud computing environments with knowledge and expertise on application hosting approaches which includes, private cloud, Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) and Software-as-a-Service (SaaS).
• Understanding of network concepts and relationships in support of application and infrastructure platforms.

Skills