Post number: TBC / Division: ICT Services
Grade:8 / Section/team: ICT Business Systems and Support/ICT Coms & Facilities/ICT Transformation/ICT Business & Governance
Overall purpose of job:
To support the delivery of the ICT Shared Service, by realisation of the Council Plans and service outcomes through the provision of a broad range of detailed expertise and advice in relation to ICT both internally and externally.
Post holders will be expected to be flexible in undertaking the duties and responsibilities attached to their post and may be asked to perform other duties, which reasonably correspond to the general character of the post and are commensurate with its level of responsibility.
Main responsibilities: (Generic/as appropriate to specific team)
- Centrally plan, provide, operate, maintain, support central business applications, end point ICT devices or infrastructure for all council services, and for other organisations as may be agreed.
- Resolution of 2nd and 3rd line incidents escalated from the shared services ICT Service Desk (at peak times may be required to supplement the ICT Service Desk).
- Assist withthe strategic management of a suite of key programmes, service area ICT plans and projects to deliver each Council’s ICT objectives. Ensuring the necessary challenge and project management is applied.
- Work with all service areas through ‘Business Partnering’ on all ICT activities, enabling two-way information flow and delivery of agreed requirements
- Undertake aspects of programme and project management from project initiation to project closure including ensuring proper planning, execution, monitoring and control of the project/programme.
- To work with the allocated Service area(s) to ensure a full understanding of business drivers / plans which will inform ICT requirements and result in the production of service area and directorate IT Plans
- Specify and procure ICT equipment, software and other technical items required to deliver ICT projects, establishing appropriate working relationships with suppliers as required.
- Leads ICT Demand and asset management initiatives.
- For Councils/schools/partners lead on the management and provision of effective, efficient and secure:
- Platform for consolidated and multi-user ICT enabled business solutions.
- Fit for purpose personal productivity tools to deliver ICT enabled business solutions.
- Data and voice communications to enable the council/ schools/partners to interface with all its various stakeholders and customers.
- Database and technical application expertise to underpin ICT enabled business solutions.
- Business systems and information for use across the Councils/ schools/partners.
- Integration of key systems, either internally or with 3rd party solutions.
- Assists in solving ICT problems when wide spread incidents occur.
- Work with the ICT Technical Specialists to investigate / trial new technologies and to assist in production of technical standards.
- May be required to lead on supporting existing technology for the Council/schools/partners; or progressing ICT change / development as demands arise.
- Agree and implement processes and procedures to maintain or recover the delivery of IT systems and services in the event of any physical, technical or environmental disaster in order to provide continuity of service to the Council.
- Ensure value for money and progressively gain efficiencies within the scope of management control.
- Undertake such other duties as may be reasonably expected at this level
Knowledge, skill and experience:
- Experience of strategic or operational ICT in a large organisation, preferably local government.
- Has an in depth knowledge, with an ability to undertake/demonstrate, at a senior level of skill (as appropriate to team):
- IT Innovation/technologies
- ICT Business Partnering / Stakeholder Relationship Management
- ICT Transformation and improvement delivery
- Programme and project management
- ICT/Digital Innovation/technologies
- ICT Research
- Commercial ICT
- Demand and asset management
- Business continuity planning.
- System integration
- Web technologies
- Application software/hardware installation, testing and support
- Hardware and system software for the council’s systems
- IT capacity management
- Voice and Data technologies
- Infrastructure design and development.
- IT Security principles
- Infrastructure hardware/software tools
- Understanding of, and ability to implement, IT service management standards (i.e. ITIL).
- Consultancy skills, including excellent oral and written communication, presentation, research, interviewing and listening skills/techniques.
- Excellent analytical skills and the ability to analyse problems logically and think laterally to develop innovative and flexible solutions.
- Sound awareness of local government issues.
- Supervisory and staff leadership skills
- Maintain a wide-ranging appreciation of current IT issues, legislation, trends and market changes.
- Confidence in dealing with elected members and officers at all levels.
- Evidence of strong organisational and time management skills
Creativity and innovation:
Apply creativity and innovation to develop a range of imaginative and highly complex interventions, solutions and responses to issues in relation to ICT delivery and development including resolution of 2nd and 3rd line incidents, investigate/trial new technologies and produce technical standards, lead on supporting existing technology or progress ICT change/developments.
Amend operational practices in line with organisational needs.
Develop technical elements of ICT within a framework of policies, procedures, and interpretation of regulations and standards.
Guidance and support are given for services to understand and apply the appropriate level of freedom to act within the technical areas of ICT.
Undertaking the role in an agile manner as appropriate and encouraging/enabling colleagues and customers to work flexibly utilising available ICT facilities.
Deals with diverse non-routine, planned and unplanned service issues and,using judgement,responds creatively to customer requirements for which there may be no precedent.
Has the vision and imagination to discern the potential benefits of new ICT products to the councils.
Provides impromptu advice on a range of different ICT subjects to varied audiences without prior notice. Support and champion organisational transformation and change within ICT.
Has the vision and imagination to discern novel ways for the council to achieve the outcomes it seeks. These may involve radical changes to organisation and working practices as well as technology.
Apply creativity and innovation to develop a range of imaginative and highly complex interventions, solutions and responses to issues in relation to ICT delivery and development.
Lead and manage ICT projects and programmes within a framework of policies, procedures, and interpretation of regulations and standards.
A proactive approach and innovative ICT solutions are needed to deal with new challenges such as cost reduction initiatives, modernising customer facilities or improved performance.
Effectively apply innovation, specialist knowledge and experience to develop and implement the ICT Strategy using a range of imaginative interventions, solutions and responses to related and un-related issues across the council.
Proactively manages relationships with all relevant ICT parties. Takes responsibility of the commercial negotiation on a large and complex contract and specification involving internal and external ICT/digital suppliers.
Deals with diverse non-routine service issues and responds creatively to customer requirements
Contacts and relationships:
Establish and maintain critical role specific stakeholder relationships through providing detailed support and advice to a range of complex ICT issues, supporting existing technology for the Councils/schools/partners; and supporting ICT change / development projects.
- Council Management – Infrequent contact. Must gain the trust and confidence of NLC/NELC Directors/Assistant Directors. Deals with them on a range of complex and sometimes contentious ICT matters, requiring tact and persuasion, to ensure successful management of change and introduction of new ICT services.
- Service Area Managers – Frequent contact - Ensures service managers adhere to corporate ICT policies, processes and technical standards, and yet remains a trusted professional advisor.
- Elected Members – Infrequent contact, dealing with issues as required and preparing/delivering briefings.
- ICT shared services Staff – regular contact in respect of the successful completion of support, development and innovative tasks.
- Internal/External Audit and external Inspectors – Frequent contact on specific ICT issues/audits as required.
- Contracted ICT Suppliers –Frequent contact in respect of procurement decisions, monitoring of performance, availability, pricing and contract management.
- NLC/NELC Officers – Frequent contact. Must sensitively consult, discuss, suggest and recommend, persuading colleagues at all levels to accept IT changes that may have a big impact on the workforce.
- Peer Groups/External organisations – Frequently represents the council by attending national and regional groups, forming standards and representing the council’s and local government’s interests in relevant ICT matters. Forms and sustains working partnerships to ensure the best deal and develop joint working where appropriate.
- Other public sector groups – Infrequent contact. Builds and sustains working relationships with a variety of groups, identifying common issues/opportunities and initiating collaboration.
Decision making:
Determine the most efficient and effective way own work will be carried out and outcomes delivered from a wide range of ICT alternatives and assessment and interpretation of general ICT guidance and relevant professional codes of practice.
Provides effective solutions and recommendations on the most appropriate actions in relation to a range of ICT issues, some of which are likely to be complex and contentious.
Discuss more complex matters with senior managers and other stakeholders.
Responsible for decisions which have significant implications for the uninterrupted provision and effective delivery of ICT to the council and its partners.
Prioritise and organise own and subordinate staff workload to achieve documented objectives and key performance indicators.
Evaluates and determines the correct course of action to take in the event of a technical failure, service loss and/or environmental disaster and invoke the correct business continuity service required to minimise the consequences and impact to the services provided by the Council.
Determine the best solutions to immediate technical problems and manage to a conclusion. Any errors of judgement can have immediate and serious effect on the IT systems supporting the Councils’ services.
Contributes to the development of IT policies, processes and operational procedures.
Contributes to the management of risks, formulates and implements council policy on IT disaster recovery.
Forms prompt and effective responses to incidents that may have disrupted many services and users.
Errors of judgement can have immediate and serious effects on all council services.
Guidance and support given to colleagues to understand and apply the appropriate level of discretion and decision making within their roles.
Is directly responsible for the control and operation of capital ICT/project budgets as allocated.
Responsibility for resources:
Financial resources:
None
Physical resources:
Responsible for personal laptop (£450) and mobile/smart phone. – Away from work base approx 50% of the working week.
WORK ENVIRONMENT
Work demands:
Reprioritisation of work due to changes in council service areas’ business needs and policy, often externally driven by government legislation or external funding.
Responds to unforeseen customer problems and where performance does not meet Service Level Agreement targets.
Requests for impromptu advice on specialist systems or hardware capabilities.
Must discern interdependencies between different projects and pieces of work. For example delay on one project might interfere with others.
Prioritises and allocates own time and project resources to get the best fit with changing and conflicting deadlines and demands outside the control of the post-holder.
Physical demands:
Normal physical effort
Working conditions:
Office based.
Agile multi sites Able to travel and work flexible hours in line with business need which may include evening and weekend working on occasions.
Work context:
Minimal risk.
Position in organisation:
Indicate how many staff the post is directly accountable for:
Are posts in more than one location? Yes No
Is this at the same site? Are the posts managed highly mobile? Some
Is the supervision/management shared with another post in the structure? Yes No
Please indicate which post(s) ______
The post is subject to:
Disclosure of convictions under the Rehabilitation of Offenders (Exemption) Act 1974 Yes □ No □
Political restriction Yes □ No□
Employee:
(signed) / (print) / Date:
Manager: (signed) / (print) / Date:
Policy and Resources Cabinet Member – 19th September 2012, Implemented – 8th October 2012 Page 1 of 8