Job Description

Job Title: HEAD OF ITS OPERATIONS

About SLC
Student Loans Company is a non-profit making Government-owned organisation set up in 1989 to provide loans and grants to students in universities and colleges in the UK. We are responsiblefor student support delivery in the UK.
Company Mission
We enable our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services.
Company Vision
Our vision is to be valued as a digital, customer-focused, centre of excellence.
Job Details
Overview of department:
Information Technology Services (ITS) provide secure, scalable and resilient technology solutions required to support the Company’s operations and objectives.
The ITS Operations function within the IT Services Directoratesupport and manage the hardware and infrastructure across SLC. There are a number of teams in the ITS Operations function which include Service Desk, NOC, Desktop Support, Messaging and Collaboration (Notes), Front Line Support, Server & Storage, Network and Telecoms, Database /Mid Tier, Service Management, Change and Release Management, CMDB and Asset management and Data Centre.
The teams provide a 24hr 365 operation with dedicated personnel ensuring a minimum of 99% availability of our key systems - across all of SLC sites in Scotland, England and Wales. The goal is to ensure that the organisation’s IT systems and services are constructed in a way that adds maximum value to SLC so as to facilitate the success of our business.

Grade:

7

Reporting to:

Chief Information Officer
Budget Responsibility:
Circa £30 million

Line Management Responsibility:

120 Permanent Employees
Job Purpose:
The primary purpose of the role holder is to lead the ITS Operations function within the IT Services Directorate, ensuring SLC has resilient, scalable and performant infrastructure and operational environments that supports Business As Usual (BAU) and policy deployment to both internal users and external customers.
They will do so by:
  • Providing strong leadership and ensuring the provision of resilient, scalable and performant infrastructure and operational environments that supports BAU and policy deployment to internal users and external customers;
  • Ensuring that the delivery of SLCs strategic direction and business priorities are fully supported by the right infrastructure and systems;
  • Ensuring effective day to day management of the operational departments, maintaining systems, infrastructure, systems applications and developments along with the full suite of support services;
  • Delivering technologies and systems that meet the needs of SLC’s IT service users and operational staff;
  • Providing services to reduce operational risk and minimise system failure by ensuring resilience and Disaster Recovery are core to SLC operations;
  • Championing the strategic importance of people, talent management and development issues, building a strong culture of continuous learning and knowledge sharing, between specialists and generalists; and
  • Building a culture of data driven technology within the IT department, leading, engaging and supporting IT staff through the SLC change agenda.
Key responsibilities:
•Ensure that IT services are delivered cost effectively and efficiently, both ethically and in accordance with compliance required and best practice standards, and that a disaster recovery approach is in place
•Promote and protect the reputation of SLC and its stakeholders by ensuring that IT services are provided to a high standard
•Review and evaluate present and future opportunities, threats and risks in the external environment and current and future strengths, weaknesses and risks relating to SLC
•Ensure that support arrangements are in place to protect the delivery of IT services in line with agreed statements on availability and performance of IT services
•Work with the Chief Architect and CIO to develop, and then implement the Company’s IT Strategy
•Set clear delineation and priorities, making sure that there is a strategic coherence between technology and development teamson cross-cutting issues such as user needs and security
•Work with the Cabinet Office, DofE and other departments to exchange best practice
•Deliver projects or programmes with a strong understanding of robust project management methodologies, oversee change and risk management and the interaction between product development, implementation and support service
•Build a culture of data driven delivery within SLC and ensuring the delivery and iteration of technology services is supported by effective analysis of the financial benefits
•Baseline, develop and monitor ITS Operation’s technology-related budgets, costs , forecasts and related performance information
•Actively participating in cross-departmental process improvements, ensuring technology is strategically designed and implemented on a user focused basis
•Develop and maintain a framework for effective supplier-partner management, to ensure target deliverables and cost parameters are met
•Provide advice and guidance to the Chief Information Officer and Executive Team on the delivery of agreed programmes and IT systems and on up to date technologies
•Recruit, develop, motivate and retain a competent and professional team in line with the Company’s HR procedures and commitment to Investors in People
•Delegate authority when appropriate to senior management, monitor and evaluate implementation of policies, strategies and business plans;
•Ensure that communications both to and from the Directorates and external suppliers are effective
•Meet the governance, policy and process requirements of the range of issues / disciplines affecting your area of responsibility e.g. Business and financial planning, procurement, internal audit, people policies etc
Key Outcomes:
•Contribute effectively to the Company’s Executive Board team in respect of all management issues in the running of the business and to accept collective responsibility for such decisions;
•Achievement of agreed corporate (Ministerial) targets;
•Support the development and implementation of an IT Strategy, which supports business needs, for CEO/Board approval;
•Prepare the SLC and the IT organisation for the target operation state delivered by the 2020 Strategy;
•Lead cost-effective and professional IT teams delivering products supported by the Company; embedding a culture of value for money ensuring a maximisation of strategic outcomes within the resources available;
•Ensure that there is an effective organisation structure in place which enables delivery of Directorate objectives and champions the strategic importance of people, talent management and development issues, building a strong culture of continuous learning and knowledge sharing between specialists and generalists;
•Work collaboratively with other Government exemplar organisations to identify shared expertise, that can assist with adoption of new technologies;
•Working closely with DofE, CIO and partner organisations to identify opportunities for sharing investment and expertise;
•Develop and maintain excellent relationships with all partners, contractors, key stakeholders and customers; and
•Ensure that IT strategy is aligned to the Company strategy and the Government IT and digital strategy.
Essential Skills, Knowledge and Experience:
•Proven track record of managing IT services and the delivery of major complex development projects, with high technical specifications, within tight budgetary and timescale constraints;
•Demonstrable and practical experience at a senior level, in public or private sector, of working with senior colleagues to deliver change to business processes and systems, to deliver cost savings and service improvements for customers
•Effective communication skills with an ability to inspire and encourage debate on strategic issues with all stakeholders;
•Ability to demonstrate both a detailed knowledge of new technologies and an ongoing familiarity with the integration and implementation of existing systems with new technologies;
•A working knowledge of industry standard security
•Proven people management skills; the ability to also manage partner/provider relationships;
•Digitally literate and capable of effectively engaging with technical staff, suppliers in order to define the optimum approach to service design;
•Understanding and experience of using a range ofproject management techniques and working practices, open source, cloud platforms and digital services.
•Strong influencing skills with both internal staff and external stakeholders with the ability to provide clear and non-technical advice/interpretation of complex information
Desirable Skills, Knowledge and Experience:
•Graduate in an IT-related discipline with MBA an advantage;
•A seasoned IT professional with a proven track record of continuing professional development with experience of leading a professional team defining and delivering a programme of improvements to internal processes, structures and capability
•Demonstrable experience of working with modern network management solutions (MPLS or similar) utility or commoditised hosting environments
•Awareness and understanding of both Data Protection laws and regulations, plus Business Continuity principles BS25999
•Desirable experience in coding language, including at least one of Ruby, Java, C++ or .net
If you have any queries or require any advice/guidance in completing this template, please contact your local HR Business Partner or Advisor.*

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