Name of Directorate: Resources
Job Description
Post title: /

ICT Business Solutions Partner/Account Manager

Post number:
Job purpose: / Towork as part of the ICT Client Management Team, acting as relationship/ account manager, offering expert advice to business areas to enhance business activities, support the achievement of corporate priorities and efficiency targets, working in partnership with our ICT service provider.
Toensure that both the ICT service provider and internal delivery teams handle their day to day work of maintenance, development and support in an efficient and reliable manner.
To manage teams of ICT staff, manage large ICT implementations, projects or programmes, researching and Developing ICT for the Council/ Partnership.
To build relationships with our ICT Service provider, senior customers and suppliers in order to identify and improve business opportunities and partnerships
Reporting to: / A member of ICT Client Management Teamor Projects Manager
Responsible for: / Up to 8 staff of various disciplines including specialist in IT and other areas
Liaising with: / Senior Managers throughout the Council
Heads of Service
The Council’s ICT service provider
Service Delivery Managers and Staff throughout the Council
Members of the Council
Project boards/ teams
Head teachers and Governing Bodies
Officers and other stakeholders as required to achieve project objectives,
External organisations/ suppliers of specialist goods and services
Government agencies
Hours of work: / 37 Hours per week - Some out of hours work may be necessary on occasion
Grade of post:

Current base:

/ Civic Centre, but may be based at other locations for the duration of projects, including across the Partnership.

Car designation:

/ Casual

Disclosure level:

/ N/A
Main / Core Duties
Operational / Strategic Planning: / To understand and develop customer requirements into working specifications and work plans
To analyse and document business processes to identify improvements through formal agreed BPR methodologies
To define requirements, specify and design systems and processes
To develop/ assist in the development of and present Business Cases and manage the measurement and publication of benefits identified in a business case
To plan and implement change
To evaluate system usability ensuring the council gets the best value from its investments in ICT
To contribute to the monitoring of the delivery of the ICT managed service contract
To contribute to the provision of ICT services and tolarge projectsacross the Partnership
To provide information to help in developing the Council’s ICT business plan/ strategy and assist in developing ICT procedures
To undertake action using knowledge of working practices in the ICT service and Council(s) without ready access to management, but seeking advice where necessary
To prepare realistic project and quality plans, track activities against the plans, providing regular and accurate reports to stakeholders as appropriate
To us discretion in identifying and resolving complex problems and assignments, using discretion to determine when issues should be escalated to a higher level
To plan own workload to meet given objectives and processes, but at times work to specific instructions and have work reviewed at key milestones
To undertake a broad range of work, sometimes complex and non routine, in a variety of environments.
Service provision: / To adapt, design and procure large information systems required to deliver the objectives of the Council
To define, document and carry out large projects (often in excess of one year’s duration, working within or leading a large team, with a medium budget, interdependency with other projects, and significant strategic impact), actively participating in all phases
To ensure that all projects are managed using an effective agreed project methodology including:
  • Identifying, assessing and managing risks to the success of any allocated project, monitoring costs, timescales and resources used, and taking action where these deviate from agreed tolerances
  • Ensuring that projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded
  • Monitoring and responsibly controlling budgets/ resource allocationassigned to any projects assigned to you to manage
To produce plans, sometimes over the long term, and monitor progress against agreed plans, taking corrective when required
To manage large development or research projects; or wide areas of support and maintenance work
To ensure/monitor that the ICT provision from Resources and external provider/ suppliers delivers the required technical and business outcomes, including contributing to the monitoring of service delivery targets and KPI’s.
To produce written and verbal reports to senior management across the Council making recommendations and to be able to persuade colleagues of the best course of action to take when dealing with choices and contentious issues
To understand, have knowledge of and interpret the procedures, policies and organisation of any part the Council, including financial systems, in which ICT is providing or potentially providing a service
To solve complex and varied ICT technical and/or business problems assessing conflicting sources of information requiring detailed investigation and drawing evidence from several sources, producing solutions which are robust, innovative and efficient
To develop, review and constructively criticise ideas, including leading small research teams, making necessary observations and tests and carrying them through to a full practical demonstration, wherever viable and feasible
To agree research goals to generate original and worthwhile ideas in a specialised ICT field, build on and refine appropriate outline ideas for research, through evaluation, development, demonstration and implementation wherever appropriate
To analyse business processes; identify alternative solutions, assesses feasibility, and recommend new approaches, seeking to exploit technology components, including evaluating the financial, cultural, technological, organisational and environmental factors which must be addressed in the change process
To assist in the identification/ establishment of requirements for implementing significant changes in organisational structure, business functions and process, organisational roles and responsibilities, and scope or nature of service delivery
To understand government legislation and initiatives which will from time to time involve the ICT systems we support
Service development: / To help identify opportunities to develop the use of ICT within Service Business Plans, facilitating user meetings to discuss the ICT service delivery and keeping users informed of current ICT service levels
To work with ICT service provider to research, advise, recommend technologies, policies, procedures, and processes concerning ICT systems that ensure that the Council/ Partnership canmeet future needs, improve outcomes and protect assets
To work with ICT providers to produce detailed roadmaps plans and designs for large ICT solutions to be implemented over the long term (Between 1 and 5 years ahead)
To offer advice and guidance at planning of service delivery, ensuring that users are kept informed of developments in the industry and how the Council plans to deploy them, ensuring that maximum benefits are achieved from developments across the ICT Service, in line with the IT Strategy.
To contact ICT Service Managers/ Providers/ Suppliers on behalf of services/ customers to help resolve issues
To advise and guide colleagues in the specification, development and maintenance of effective and efficient business processes whether using ICT systems or not
To identify and advise on areas where ICT user training may be required
To contribute to office planning and staff moves, co-ordinating the various elements of the ICT Service
To provide well-informed advice, on a number of related topics, taking steps to ensure that it is properly understood and implemented effectively to enhance the effectiveness of activities
To report on work undertaken and occasionally contribute sections of material of publication quality
To maintain an up to date knowledge of the technology market, strategy of the ICT provider and Partnership and understanding of currently emerging technologies
To work with ICT service provider to Identify new and emerging hardware and software technologies and products, assesses their relevance and potential value to the organisation, and contribute to briefings of staff and management
Staffing
Staff development: / To supervisea group of up to 8 people, locatedin multiple locations across the Partnership
To co-ordinate and direct larger ad hoc teams drawn from the Managed/ Internal ICT Service or the Partnership as a whole providing positive and supportive leadership, supervising, directing and co-ordinating the work of the allocated staff
To act as mentor for career grade and otherstaff identified for potential progression within the service.
Recruitment / deployment of staff: / To ensure that appropriate staff resources are recruited anddeployed to meet identified capacity and capability needs
Quality assurance: / To work to the standards laiddown within the policies, processesand procedures of the team, the service, Council (and thePartnership as required.)
To manage workload, despite very high levels of pressure from interruptions, changes to requirements and conflicting demands, toensure work is completed within specified timescales
To work effectively with ICT Managed Service provider/users/Senior Managers/supplier in defining acceptance tests
To quantify and monitor service delivery through Service Level Agreements SLAs / KPI’s and other measures.
To deliver excellent customer care and strive for the highest standards of service quality
Management information and administration: / To lead the preparation and presentation of briefings related to ICT projects and service level agreements
Communications: / To establish, manage and maintain constructive workingrelationships with ICT Managed Service provider, colleagues, users and senior managers, Elected Members, and external agencies/bodies
To handle courteously; face to face telephone and electronically; complaints or contentious requests from IT service customers at all levels including the public and elected members,which will occasionally place emotional demands on you
To take responsibility for the preparation and delivery ofeffective communications to stakeholder groups for allocated areas ofresponsibility, in accordance with the agreed approach, including the delivery of regular highlight updates onprogress of projects against objectives/ deliverables
Marketing and liaison: / Topromote the services of ResourcesDirectorate and the IT Serviceto our users at all levels,explaining the benefits and positive outcomes available from our new model of delivery across the Partnership
To develop and maintain effective working relationships with Senior Management Team, Executive, colleagues across the Partnership, our ICT Managed Service Provider and ElectedMembers
Management of resources:
- other than people / To develop, adapt, design or procure largeinformation systems
To take responsibility for the protection of the Council/ Partnership’s information assets from internal and external threats
To ensure that Value for Money is delivered by the use of ICT systems
Corporate responsibility: / To co-operate with all Council/ Partnership staff in order to develop effective and mutually supportive working relationships
To adhere to the Council’s Equal Opportunities and Customer Care Policies when consulting on methods of identifying and meeting the needs of service users
To promote the interests of the Council/ Partnership in partnership ventures with other statutory and non-statutory agencies
To apply professional standards and demonstrate appropriate Council values in the delivery of your role including, accountability, honesty and openness andintegrity.
To apply and maintain specific security controls as required by organisational/ Partnership policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and to enhance resilience to unauthorised access
To recognise any opportunity for ICT network/system risk/ threat or attack and take immediate action to identify how to prevent/ limit damage
Other Specific Duties
To carry out the duties in the most effective, efficient and economic manner available.
To continue personal development in the relevant area.
To participate in the staff review and development appraisal process.
This job description is current at the date shown, but, in consultation with you, may be changedto reflect or anticipate changes in the job commensurate with the grade and job title.

January 2013 - updated


Name of Department
Person Specification / Selection Criteria
Post title: /

ICT Business Solutions Partner/Account Manager

Post number:

A.Experience

Essential / Desirable / Source
A = Application
I = Interview
R = References
T = Task/Observation
P = Presentation
At least 3 years experience of managing ICT related projects / E / A/I
Experience of supporting the development and management of ICT contracts / D / A/I
Experience of working with clients to develop, design and procure ICT based solutions which meet service needs / E / A/I
Experience of preparing and delivering reports, verbal and written, to stakeholders / E / A/I
Experience of managing staff, organising workload, monitoring and re-scheduling work for staff which may or may not be under your direct control / D / A/I

B.Training and Qualifications

Essential / Desirable / Source
Qualifications
Degree or equivalent experience in an ICT related subject. / E / A
Project Management Qualification eg PRINCE2 or equivalent. / D / A
Formal recognised training in one of the following relevant specialist areas of ICT:
Systems design
Systems Development
Networking Technologies
Communications Technologies
Database Technologies
Process Engineering
Web Technologies
Application Support
PC/Server Support / E / A

C.Knowledge and Understanding

Applicants should be able to demonstrate knowledge and understanding of the following areas relevant to the post.

Essential / Desirable / Source
Advanced theoretical, technical and procedural knowledge across the ICT field. / E / A/I
Advanced Knowledge of at least three of the technologies/Methods listed below:-
Windows Server Systems
Systems analysis and Design
Business Process re-engineering
Windows Client Systems
ITIL
Wide and Local Area Networking
IT Security
Project Management
Office Systems
Web Design
Applications Development eg .NET
Local Government applications such as Swift, APP, ONE, Agresso.
MS SQL
VOIP
ACD Systems
Data Centre facilities / E / A/I
Keen awareness of the role of ICT in the public sector / E / A/I

D.Personal Skills, Abilities and Competencies

Applicants should be able to provide evidence that they have the necessary skills and abilities required.

Essential / Desirable / Source
Ability to work as an effective Team Member. / E / A/I
Ability to lead small teams of staff which may include non ICT personnel / D / A/I
Ability to analyse and understand the drivers, policies and organisational goals of any service provided by the Council / E
Excellent communication skills, both written and verbal,including the ability to communicate potentially contentious technical information to a non-technical audience and visa-versa. / E / A/I
Ability to remain calm when dealing with emotional situations / E
Highly developed negotiation skills including the ability to persuade others to considerdifferent courses of action/ alternative approaches / E / A/I
Ability to prioritise workloads and work within guidelines, using your discretion and initiative over the area of IT work assigned to you. / E / A/I
Ability to work in a high pressure working environment, overcoming very frequent changes in priorities, timescales, requirements, and technology changes. / E / A/I
Flexibility in hours of work, including the ability to attend occasional evening meetings / E / I
Ability to use creativeand development skills to analyse and interpret varied and highly technical information andto produce long term and reliable solutions / E / I
Use of a keyboard with precision and speed, on IT and financial management systems / E / A/I
Demonstrate understanding of this role and the personal skills/ attitude required– energy, enthusiasm, excitement and good understanding of how the role can develop and make a difference to the Council, customers and its partners / E / A/II
Ability to demonstrate/ evidence effective, collaborative working with customers in managing projects in current role / E / A/T/P

E.Physical Requirements

Where the applicant / post holder has a disability every effort will be made to make reasonable adjustments to enable them to carry out the duties of the post.

Essential / Desirable / Source

January 2013 - Updated

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