JOB DESCRIPTION

Title:ICT Operations Manager

Department: ICT

Reports to:Group Head of ICT

Main function:Reporting to the Head of ICT, the ICT Operations Manager will have operational responsibility for the integrity andavailability of ICT systems. The post holder will be required to lead and manage all aspects of ICT operations, manage ICT security, contribute to projects and deliver a professional and high quality ICT support service for the Group.

This is a dynamic managerial and participative role were the post holderwill be actively involved in resolving ICT challenges presentedacrossthe entire ICT estate, including: Cloud services, IP networks, Microsoft servers, desktops, printing, mobile devices and core functional applications such as email, intranet, anti-virus and monitoring, security and disaster recovery.

Main duties and responsibilities are:

A. ICT Operations & Project Management

  1. Lead and manage all aspects of ICT Operations, ensuring consistent service delivery, availability of infrastructure and applications, information security and have adequate capacity to support business requirements.
  2. Lead and manage all aspects of ICT Security, ensuring network defence and pro-actively make recommendations to further secure environment.
  3. A participative solutions focused manager involved in problem solving and working closely with in-house staff and ICT partners and software suppliers to prioritise and resolve ICT challenges.
  4. Ensure suitable technologies, processes and procedures are in place to manage business continuity risks.
  5. Manage ICT partners and suppliers delivering a managed set of services.
  6. Operations management and maintenance of local and wide area networks for the communication and convergence of data, voice, text and/or other in the future.
  7. Complete operational planning, implementation, monitoring and regular reporting of support service delivery and KPI’s across the ICT estate.
  8. Investigate ICT incidents as to ensure that appropriate corrective actions and recommendations are implemented in a timely manner to prevent reoccurrence.
  9. Facilitate team briefings and attend supplier meetings addressing any concerns raised in an appropriate and timely manner
  10. Support the HoICTin.preparation of procurement and tenders for contracts and other aspects of systems support and income generation activities as required.
  11. Support the HoICT in projects planning and delivery into operational use to meet business requirements.
  12. Ensure the effective maintenance of all ICT systems information and documentation.
  13. Advise on new and existing technologies and potential value to the Group.

B. Business Improvement & Quality management

  1. Manage and adhere to quality and policy standards within EFQM and ISO9001 frameworks.
  2. Provide practical advice and guidance on ICT business improvement matters to the Inspire Group as necessary.
  3. To promote and contribute to the development of new ICT systems and support delivery methodologies to improve business processes and efficiency.
  4. Working with HoICT to develop team, individual objectives and KPI’s in line with annual corporate strategy.
  5. Assist HoICT to establish a framework to track performance and set priorities for ICT business improvement activities throughout the organisation.
  6. Act as a champion for ICT continuous business improvement.
  7. Continually seek opportunities to increase ICT user satisfaction and build relationships with the wider Inspire Group staff and management.

C. People Management

  1. Support the HoICT to ensure that ICT has the right distribution of people and contracts with the right knowledge and skills, in the right places and at the right levels for the ICT department.
  2. Assist in the recruitment process of staff, contractors and the management of supervision, CPD and PMS arrangements relevant ICT staff.
  3. Provide supervision, specialist training on bespoke systems and support to usersto ensure training needs are met.
  4. Complete performance management reviews and the monitoring of probationary periods for relevantICT staff.
  5. Ensure direct reporting staff are kept up to date with company strategy, vision and communication updates.
  6. To lead, support, and work with other members of the team on day-to-day business issues to ensure efficient delivery of ICT support services.
  1. General
  1. Members of staff are expected to treat those with whom they come into contact in a courteous and respectful manner in accordance with the Dignity at Work Procedure.
  2. Staff are expected to demonstrate their commitment to Inspire by their regular attendance and the efficient completion of all tasks allocated to them.
  3. All staff must comply with the Smoke Free Policy and associated procedures.
  4. All Staff must take care of their own health and safety and that of people who may be affected by what they do (or do not do).
  5. All staff must co-operate with others on health and safety, and not interfere with, or misuse, anything provided for their health, safety or welfare.
  6. All staff must follow the training they have received when using any work items their employer has given them.
  7. Inspire iscommitted to equality of opportunity and to selection based on merit. The ICT Operations Manager is required to adhere to Inspire’s Equal Opportunities Policy and associated procedures throughout the course of his/her employment.
  8. The ICT Operations Manager will endeavour to ensure the on-going confidence of the public.
  9. The ICT Operations Manager will maintain high standards of personal accountability.

This job description is neither exhaustive nor exclusive and may be reviewed and amended in the future to include any other reasonable duties, projects or tasks as may be requested from time to time and to reflect changing organisational requirements, changing staffing levels, etc.

Reviewed January 2018