Sector / Infocomm Technology
Support
Network and Communications Manager
Track
Occupation
Job Role / Head Of IT Operations And Support
Job Role Description / The Head of IT Operations and Support drives the vision and strategy for the IT Operations and Support function. He/She sets the direction for systems and database administration, day-to-day IT Support and operations, data centre operations and system and quality assurance through the delivery of services as per business requirements; controls costs and manages vendors. He ensures compliance with organisation's quality standards, international standards and government regulations. He is a leader with the energy and commitment to drive large teams toward achieving service level excellence.
He is effective in setting direction aligned to the strategic positioning of the business and the IT function overall. He is able to impress upon the team the need to continuously improve service levels and increase efficiencies.
Critical Work Functions / Key Tasks / Performance Expectations
(For legislated / regulated occupations)
Critical Work
Functions and
Key Tasks /
Performance Expectations / Set strategy and service standards / Establish the vision required to provide IT service delivery
Develop an IT service delivery roadmap including in-house or outsourcing delivery model, aligned with the overall IT strategy
Define Service Level Agreements (SLAs) based on business requirements
Garner senior leaders’ buy-in for SLAs defined for IT Operations and Support
Serve as an internal change agent to drive IT Operations and Support process enhancements and innovation
Optimise IT operations and support performance / Set direction for continuous improvement of operational procedures and customer experience
Define the performance metrics
Monitor the performance of the IT Operations and Support function
Set direction for implementing corrective actions to optimise performance against the SLAs
Solve unique and complex problems that have a broad impact on the business
Set standards and governance / Set policies, procedures and technical standards for IT Operations and Support
Define processes and systems for IT Audits
Enforce processes and systems to meet regulatory compliance requirements specific to the industry
Manage third parties / Lead the efforts to identify the outsourcing partners that meet organisation's requirements
Oversee negotiation and administration of vendor contracts and service agreements
Build relationships with third-party infrastructure and tool providers
Manage outsourcing partners by defining Service Level Agreements, monitoring performance and taking corrective actions
Manage department / Oversee department management including budgets, forecasting, work allocations and staffing
Develop staff through ongoing coaching, mentoring and career discussions
Define common goals, direction and accountability among staff
Drive effective performance management practices within the department in accordance with organisation policies and procedures
Technical Skills & Competencies / Generic Skills & Competencies (Top 5)
Business Continuity / Level 5 / Leadership / Advanced
Business Needs Analysis / Level 5 / Communication / Advanced
Change Management / Level 5 / Decision Making / Advanced
Contract Management / Level 5 / Problem Solving / Advanced
Data Centre Facilities Management / Level 5 / Developing People / Advanced
Database Administration / Level 5
Skills &
Competencies / Disaster Recovery Management / Level 5
Infrastructure Strategy / Level 5
Infrastructure Support / Level 4
IT Asset Management / Level 4
IT Governance / Level 5
IT Standards / Level 6
IT Strategy / Level 5
Partnership Management / Level 5
Performance Management / Level 6
Procurement / Level 5
Programme Management / Level 5
Quality Standards / Level 5
Stakeholder Management / Level 5
Sustainability Management / Level 5
System Integration / Level 5
Programme
Listing / For a list of Training Programmes available for the Infocomm Technology sector, please visit:
The information contained in this document serves as a guide.
©SkillsFuture Singapore and Infocomm Media Development Authority
Effective date: November 2017, Version 1.1Page 1 of 1