Dear Applicant
Thank you for your enquiry regarding the position of Regional Service Delivery Manager (South East) at Oasis.
I hope you find the information pack helpful. If you feel that that this is a post for which you would like to apply, please complete all sections of the Application Form including the Equal Opportunities monitoring (CVs are not accepted) and return it to Mark Norris, PA to Director of HR by either of the following ways:
Email:
Post: Oasis Community Learning
Oasis Centre
75 Westminster Bridge Road
London
SE1 7HS
The closing deadline for applications is no later than 9.00am on Thursday 2nd February 2012
Please ensure you provide the name, address and status of two referees, one of whom should be your current direct Manager. Candidates should be aware we will seek references on shortlisted candidates for Academy based positions and may approach previous employers for information to verify particular experience or qualifications before interview.
Interviews will be held on 8th February 2012. If you have not been invited to attend by 6th February 2012, you should assume that your application has not been successful. Unfortunately, we will not be able to provide feedback on your application at this stage.
If you would like to know more about us before you apply please see our website www.oasisuk.org/education, or if you are not clear about any aspect of the application procedure, do not hesitate to contact us for clarification.
I wish you well and thank you once again for your interest in what we think will be a challenging and rewarding post.
Yours sincerely
Yaaba Erzuah
HR Officer
Explanatory Notes
Applications will only be accepted from candidates completing the enclosed Application Form. Please complete ALL Sections of the Application Form which are relevant to you as clearly and fully as possible (Sections A, B, C, D and E). CVs will not be accepted in place of a completed Application Form.
Safeguarding Children & Young People
We are committed to safeguarding and promoting the welfare of children and young people. We expect all staff to share this commitment and to undergo appropriate checks, including enhanced CRB checks.
1. Candidates should be aware that all posts in Oasis involve some degree of responsibility for safeguarding children and young people, although the extent of that responsibility will vary depending on the nature of the post. Please see the job description enclosed in this Application Pack for further details.
2. Accordingly this post is exempt from the Rehabilitation of Offenders Act 1974 and therefore all convictions, cautions and bind-overs, including those regarded as “spent” must be declared.
3. If you are currently working with children, on either a paid or voluntary basis, your current employer will be asked about disciplinary offences, including those related to children or young people (whether the disciplinary sanction is current or time-expired), and whether you have been the subject of any child protection allegations or concerns and if so the outcome of any investigation or disciplinary proceedings. If you are not currently working with children, but have done in the past, that previous employer will be asked about these issues.
4. Where neither your current or previous employment has involved working with children, your current employer will be asked about your suitability to work with children, although it may where appropriate be answered not applicable if your duties have not brought you into contact with children or young people.
Interview Process
After the closing date, short listing will be conducted by a Panel, who will match your skills/ experience against the criteria in the Person Specification. You will be selected for interview entirely on the contents of your application form, so please read the Job Description and Person Specification carefully before you complete your form.
All candidates invited to interview must bring the following documents:
· Documentary evidence of right to work in the UK
· Documentary evidence of identity that will satisfy CRB requirements such as a current driving licence including a photograph and/or a passport and/or a full birth certificate
· Documentary proof of current name and address (i.e. utility bill, financial statement etc.)
· Where appropriate any documentation evidencing a change of name
· Documents confirming any educational or professional qualifications that are necessary or relevant for the post.
Please note that originals of the above are necessary. Photocopies or certified copies are not sufficient.
We will seek references on shortlisted candidates for Academy based positions and may approach previous employers for information to verify particular experience or qualifications before interview. Any relevant issues arising from references will be taken up at interview.
For Academy based positions, in addition to candidates’ ability to perform the duties of the post, the interview will also explore issues relating to safeguarding and promoting the welfare of children, including:
· Motivation to work with children and young people
· Ability to form and maintain appropriate relationships and personal boundaries with children and young people
· Emotional resilience in working with challenging behaviours
· Attitudes to use of authority and maintaining discipline.
Conditional Offer: Pre-Employment Checks
Any offer to a successful candidate will be conditional upon: -
· Verification of right to work in the UK
· Receipt of at least two satisfactory references (if these have not already been received)
· Verification of identity and qualifications
· List 99 Check
· Satisfactory CRB Disclosure
· Verification of professional status such as GTC registration, QTS Status, NPQH (where required)
· Satisfactory completion of a Health Assessment
· Satisfactory completion of the probationary period.
· Where the successful candidate has worked or been resident overseas in the previous five years, such checks and confirmations as may be required in accordance with statutory guidance
For teaching posts
· Verification of successful completion of statutory induction period (applies to those who obtained QTS after 7 May 1999)
· Verification of medical fitness in accordance with DfES Circular 4/99 Physical and Mental Fitness to Teach of Teachers and Entrants to Initial Teacher Training
You should be aware that provision of false information is an offence and could result in your application being rejected or summary dismissal if you have been selected, as well as possible referral to the police and/or ISA and/or other relevant investigating bodies.
Job Description
POST: Regional Service Delivery Manager
RESPONSIBLE TO: Head of Group IT Services
RESPONSIBLE FOR: Regional ICT Staff, ICT Site Leaders, Area Sys Admins
SALARY: SP 38 – SP 42 (Inner London)
LOCATION: South East
WORKING PATTERN: Full time (37 hours per week, 52 weeks per year)
DISCLOSURE LEVEL: Enhanced
JOB PURPOSE: To work as part of a service desk providing ICT support across the UK to OCL’s portfolio of academies, circa 12,000 users.
A key role combining strong service delivery expertise, with day to day management of a regional team of engineers.
SPECIFIC RESPONSIBILITIES:
Service Delivery Duties 60%:
· To manage the delivery of all support services to ensure high levels of performance (including management of any sub-contractors and matrix management of in-house delivery teams)
· To assist with the resolution of any of your assigned sites specific service delivery issues, through route cause analysis of service failures.
· To be accountable for the delivery of the Managed IT Service for your region within the key performance indicators outlined in the service level agreement,
· To organise and chair scheduled IT Service Review meetings presenting performance reports and project updates
· To build strong relationships with senior leaders, the service desk team and onsite staff.
· To monitor the set-up of all new services for nominated academies, including service transition, third-party engagement, etc. to minimise the impact to BAU performance and ensure early achievement of agreed service levels
· To proactively notify nominated academies of potential issues that will impact on service performance and regular update these clients through to resolution
· To produce accurate and timely MI reports to demonstrate delivery performance to nominated academies and to ensure effective management of performance levels (including sub-contractors performance)
· To ensure ‘core data’ (e.g. site addresses, equipment list, etc) for nominated sites is up-to-date and correct on the Oasis Call Management System at all times
· To act as the ‘escalation manager’ for all service delivery performance issues
· To work with other engineering teams and project managers to deliver projects into your assigned sites.
· To work within and create / make recommendations to improve OCL’s ITIL processes, working practices and performance to improve service levels and customer satisfaction.
· To travel as required to Oasis and Customer sites
Team Leader Duties 30%:
· To oversee the line management of the IT staff within your region using resource management, performance reviews, and appraisals
· To log incidents and maintain an oversight of the team call queues on the Oasis Call Management System (OCMS)
· To proactively notify other Regional Service Delivery Managers and TSM of potential issues that will impact on service performance and provide regular updates through to resolution
· To support the Technical Services Manager, to ensure that the highest levels of customer satisfaction for IT services is delivered
· To identify opportunities for productivity and service delivery improvements, cost reduction and additional revenue recovery
· To act as the ‘escalation manager’ for the Service desk team
· Overall responsibility to ensure work areas and server rooms are clean and tidy. Server rooms conform to ‘rules’ e.g. no liquids
Technical Duties 10%:
· To lead from the front when required, working as part of the technical team by providing telephone, remote and onsite IT support at a 2nd/3rd line level.
· To recommend and perform installations, configurations, upgrades on the Internal IT systems.
· To complete additional ad hoc technical project work, as required
· To work in a consultant capacity on major infrastructure projects by using your site knowledge to guide the engineering teams on product choice, functionality required and systems design
· To assist the Technical Services Manager by carrying out reasonable requests for additional duties as and when required.
Safeguarding Children
Oasis Community Learning is committed to safeguarding and promoting the welfare of children and young people. We expect all staff to share this commitment and to undergo appropriate checks, including enhanced CRB checks.
The above responsibilities are subject to the general duties and responsibilities contained in the Statement of Conditions of Employment.
The duties of this post may vary from time to time without changing the general character of the post or level of responsibility entailed.
Signed:
Employee: / Line Manager:Print Name / Print Name
Date / Date
Regional Service Delivery Manager
Person Specification
Our Purpose
Oasis Academies exists to provide a rich and balanced educational environment which caters for the whole person - academically, vocationally, socially, morally, spiritually, physically, emotionally and environmentally. Our task is to serve our students as well as to provide a learning hub for the entire community. In this way we will raise aspirations, unlock potential and work to achieve excellence through encouraging a ‘can do’ culture which nurtures confident and competent people.
Oasis Community Learning Ethos
Our ethos is an expression of our character - it is a statement of who we are and therefore the lens through which we assess all we do. Our work is motivated and inspired by the life, message and example of Christ, which shapes and guides every aspect of each of our schools. This is foundational to our belief that all people are created and loved by God as equal and unique beings, and to our commitment to model inclusion and compassion throughout all the aspects of the life and culture of each Academy community.
For further information, please refer to the OCL Purpose, Ethos and Values document which accompanies this job description.
Oasis IT Terminology
When Oasis IT refers to an “Oasis user” or a “customer” these companies, groups or individuals are defined as either Oasis’s direct employees or students of oasis no matter what location they are based in, or any company, group or individual that has purchased an Oasis IT support package. Which include the following but is not exhaustive of :- All Oasis Academies, Oasis Church, Oasis College, Oasis Global, Oasis Hub sites, Faithworks, Southside Radio Station, Foyer and No.3.
Essential / DesirableQualifications / · ITIL Foundation / · ITIL Intermediate or Expert
· Degree Educated or equivalent industry qualifications
Experience, Skills and Knowledge / · Previous Management experience
· Experience working in either a Service Desk or ITIL environment
· Good working knowledge of Microsoft Server and desktop Operating Systems, Microsoft Server and desktop applications is essential.
· Good understanding of TCP/IP, DNS, DHCP and VPN’s.
· Thorough understanding of general printing, backup, antivirus and security principles.
· Proven knowledge of Server, PC and networking hardware, preferably HP, Dell, and Cisco
· Ability to write clear, accurate technical documents / · Proven knowledge of any of the following: DPM, SharePoint, IIS, WSUS, Group Policy, Hyoer-v, Server 2008 would be advantageous.
· ITIL Foundation/Practitioner or Prince 2
Personal Qualities / · Extremely customer focused, you'll thrive on delivering an outstanding customer experience and demonstrate the ability to build and develop customer relationships at all levels
· Strong influencing and negotiation skills.
· Ability to make sound judgements and decisions.
· Good analytical / Troubleshooting Skills
· Reliable
· Commitment to safeguarding and promoting the welfare of children and young people.
· Willingness to undergo appropriate checks, including enhanced CRB checks.
· Motivation to work with children and young people
· Ability to form and maintain appropriate relationships and personal boundaries with children and young people
· Emotional resilience in working with challenging behaviours and attitudes to use of authority and maintaining discipline
· Have a willingness to demonstrate commitment to the values and behaviours which flow from the Oasis ethos.
· Happy to travel.
Education Charter