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ICT Service Manager ICT Head of ICT Vacant Payband BL, Role Profile 4 (Professional and Technical)

JOB PURPOSE To develop and maintain a structured environment that will facilitate the development and ongoing maintenance of ICT within the Agency. ORGANISATION CHART

Head of ICT

ICT Services Manager

ICT Software & Policy Analyst

DIMENSIONS Operational • •

• • • • •

Responsible for proposing and gaining agreement to the ICT Security and ICT Service Management strategies. Responsible for developing, implementing and maintaining policies and procedures to support ICT Service Level Management, ICT Financial Management, ICT Service Continuity Management, ICT Change Management and ICT Configuration Management ensuing compliance with ITIL principles. Responsible for ensuring that the Agency maintains software licensing compliance in accordance with Federation Against Software Theft (FAST) and BSI standards. Responsible for developing, maintaining and communicating ICT policies and procedures throughout the Agency in accordance with best practice and appropriate standards taking fully into account any legal requirements. Responsible for reporting ICT performance against agreed targets. Responsible for developing, maintaining a change control procedure for the ICT team in accordance with ITIL Responsible for the development and the implementation of Service Management in accordance with ITIL

Financial •

Responsible for the day to day management of the ICT revenue and capital budgets.

• •

Responsible for proposing to Head of ICT capital and revenue budget requirements. Responsible for preparing budget forecasts in accordance with Finance requirements.

Staff • •

Required to manage the ICT Service Management team (currently one member of staff) in providing a comprehensive, co-ordinated and integrated ICT Service Management to the ICT department and the Agency as a whole. Manages external suppliers engaged in approved projects.


1. Manage the implementation and maintenance of ITIL (Information Technology Infrastructure Library) principles within the ICT department and achieve ISO 20000 accreditation. 2. Develop, implement and maintain a Service Level Management process that includes a Service Catalogue, Service Level Agreements, Operational Level Agreements and regular service reviews with ICT customers. 3.

Develop, implement and maintain a Financial Management process ensuring that effective Budgeting, ICT Accounting and Charging processes are developed and maintained. 4.

Ensure that an IT Service Continuity plan is developed, implemented, tested and maintained.

5. Develop, implement and manage a change control procedure for the ICT team undertaking the role of Change Manager for the department. 6.

Develop, implement and maintain a Configuration Management process ensuring that all hardware and software assets are appropriately recorded and managed. 7.

Implement, maintain and develop an ITIL compliant ICT Service Desk.


Develop, implement and maintain a software management strategy that ensures the Agency fully complies with software licences and operates to Federation Against Software Theft (FAST) and ISO 19770 standards.


Develop, implement and maintain the ICT Security policy ensuring that appropriate procedures are put in place to safeguard corporate data.

10. Ensure that regular external benchmarking of the ICT service is to ensure that it reflects best practice within the industry.


11. Develop, implement, maintain and proactively communicate ICT policies and procedures to ensure the effective and efficient use of ICT throughout NWDA. 12.

Ensure that all ICT procurement is undertaken in accordance with the Agency’s procurement policies and procedures liaising with the Procurement

department as appropriate. 13.

Manage and develop the ICT department’s intranet site.

14. Take responsibility for ICT Service Management team staff, overseeing, in association with others as necessary their recruitment, training and development. 15.

Ensure that the performance of ICT Service Management team staff is appraised and assessed in accordance with agreed standards, procedures and timetables and that the results of assessments are correctly reported back to those being appraised. 16. Check that appraisal and assessment criteria support, and integrate with, job descriptions, person specifications, and the selection and evaluation criteria for candidates. 17.

Undertake, in conjunction with the Human recruitment of ICT Service Management team.




Contribute to the development and maintenance of an ongoing ICT Strategy for the Agency.


Represent the Head of ICT on working groups and at other meetings as required.


As the role involves a range of key ICT responsibilities, there will be a significant requirement for prioritisation and planning of the overall workload. Plan software and hardware audits and the maintenance of the resulting hardware and software inventories. Plan the development of ICT policies and procedures following research of best practice and any legal implications. Plan the annual ICT capital and revenue budget requirements. Plan the reporting of the ICT performance management system. Recruit staff for the ICT Service Management section of ICT with the Head of ICT and HR.


Decides on ICT expenditure raising any significant actual or forecast budget variances with Head of ICT. Decides the appropriate content of ICT policies and procedures. Decides on software licence compliance issues. Decides on appropriate ICT training solutions in conjunction with Human Resources department as appropriate. Decides, in conjunction with Head of ICT, the format of the ICT performance management system.


• • • •

Development of positive relationships with service providers and suppliers. Will need to work closely with the Desktop Support Manager, Technical Services Manager, ICT Training Manager and Information Systems Manager to ensure a seamless ICT service is provided to staff within the Agency. Liaison with other RDAs to facilitate the transfer of Best Practice. Liaison with external organisations responsible for ICT standards. Examples include FAST, BSI and ISEB.


• • • • • • • • • • • • • • •

Preferably qualified to degree level in a computing related subject. Substantial experience in a computing or relevant environment. ITIL Service Management qualification ICT Security qualification Software Management qualification Good understanding of budget management principles. Excellent communication, interpersonal and analytical skills are essential. Persuasive and assertive with the ability to change behaviour to ensure the optimum utilisation of ICT resources. Good presentation and report writing skills. Ability to “sell” new ideas and concepts. Good organisational skills. Ability to work on own initiative and as part of a team. Ability to keep up to date with technological advances. Membership of the British Computer Society (MBCS) desirable. Previous experience of developing policies and procedures preferably within ICT. Understanding of performance management systems would be advantageous.


Must be able to operate in a rapidly changing, very complex and technical environment. There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems. Possession of a driving licence would be desirable to facilitate travelling between the various sites that need to be supported.

WHERE DOES THIS ROLE NEED TO BE BASED Renaissance House, Warrington COMPETENCY PROFILE Building and Managing Relationships B Actively develops relationships • Opens discussions with others about the quality of working relationships in addition to task focus

• • • •

Has a strong, purposeful wide network of contacts Takes steps to manage how others view them Makes time to meet people and develop mutual understanding Takes part in professional association or other similar social and networking events

Developing Others B Manages staffs performance • • • • •

Assist with an individuals formal development planning Expresses positive expectations about potential for performance improvement Gives balance, constructive and evidenced based feedback on performance Takes time to discus performance in addition to formal appraisal Clarifies in terms of competencies and output performance requirements

Leadership B Promotes team effectiveness • Encourages all group members to participate fully to build team effectiveness. • Integrates the skills and abilities of the team to create a successful unit. • Actively takes steps to build the team in order to promote group morale Represents interests of their team/function within NWDA. • Takes responsibility for performance and general feedback about the team.

Planning and Organising B Develops realistic estimates and plans • • • •

Allows a degree of flexibility into plans to accommodate changing circumstances. Keeps others informed of any changes to plans / service delivery. Monitors progress against key milestones on an ongoing basis. Conducts post-project reviews.

Service Orientation D Builds a partnership • Has a relationship with customers based on a complex understanding of their needs and • their inter dependence • Develops and amends services to meet the long term requirements of customers. • Advises customers on ways in which they can assist and support them more effectively.

Teamwork B Proactively engages others • • • • •

Identifies and responds when colleagues need support. Seeks help outside the immediate team when appropriate. Solicits help from colleagues e.g. an “expert” on a particular type of issue. Shares information, skills and ideas with others. Thinks of team performance in addition to the achievement of personal accountabilities.

SELECTION AND ASSESSMENT Minimum process: Panel Interview  Competency Assessment 


Additional relevant process: Presentation  Written report  Group Exercise  In-tray exercise  Case Study 

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