Client Service Results - Résultats axés sur le service à la clientèle

Transcription

1 WORK DESCRIPTION - DESCRIPTION DE TRAVAIL FUNCTIONAL GENERIC WORK DESCRIPTIONS Job/Generic Number - Numéro d'emploi/de générique GNCS Job/Generic Title - Titre d'emploi/de générique Job/Generic Classification - Classification d'emploi/de générique CS 04 National Occupation Code - Code national des professions Computer and Information Systems Managers Supervisor Position Number(s) - Numéro du poste du surveillant Supervisor Position Title(s) - Titre du poste du surveillant Director, Client Portfolio GNEX Client Service Results - Résultats axés sur le service à la clientèle Expert technical advice, recommendations and management to ensure the alignment of departmental IT resources with client business plans for an assigned portfolio of a Department, Agency and external partner organizations. Key Activities - Activités principales Acts as a senior IT Departmental authority to promote IT practices for achieving client operational and strategic objectives. Manages a unit and multi-disciplinary project teams to assess the effectiveness of the delivery of existing IT systems and services; to assess the potential contribution of IT products and services to change management initiatives, and to investigate system-based opportunities for collaboration and working partnerships with other departmental organizations, other federal departments and levels of government to foster innovative service delivery. Provides and manages the provision of expert technical advice and guidance on improving the effectiveness of IT systems and services in supporting the achievement of the strategic, operational, financial program objectives and the change management initiatives of a client organization within the context of IT capabilities and plans. Represents the IT Organization in consultation and negotiation with senior managers within the Department, senior IT officials in other federal departments and external organizations to Page 1 of 6

2 identify current and future needs and to develop business plans and strategies for their implementation. Manages the employees of a unit comprised of subordinate project leaders; establishes and manages departmental and interdepartmental project teams and committees. Manages related budgets, contracts and agreements. Chairs or facilitates project-related meetings with project sponsors, other stakeholders and vendor representatives. Chairs or participates in departmental and inter-departmental meetings and committees as required. Maintains knowledge of trends and developments in service management and computer systems analysis techniques and practices. Employee's Statement - Déclaration de l'employé I have been given the opportunity to read and comment on the content of this work description. J'ai eu l'occasion de lire et commenter le contenu de cette description de travail. Name of Employee - Nom de l'employé Signature Date Supervisor's Statement - Déclaration du surveillant This work description accurately describes the work assigned to this position. Cette description de travail décrit adéquatement le travail assigné à ce poste. Name of Supervisor - Nom du surveillant Signature of Supervisor - Signature du surveillant Date Authorization - Authorisation Name of Manager - Nom du gestionnaire Manager's Signature - Signature du gestionnaire Date Page 2 of 6

3 Skill - Habiletés The work requires the knowledge of: Theories, principles, practices and methods of computer science including IT enterprise and business systems architecture, application and infrastructure development, implementation and management, Systems Development Life Cycle (SDLC), and service management to serve as a senior advisor on IT approaches, processes, programs and services to clients; to provide and/or manage the delivery of expert technical advisory services; to identify current and future IT needs and develop business plans and strategies for implementation; and to represent the IT Organization in consultation and negotiation. Theories, principles and practices of project management (including SDLC project management) and change management to define IT application and infrastructure changes to improve client programs; to manage the development and implementation of service delivery proposals and strategies. Policy and program objectives of the Department and departmental client organizations to identify and assess potential IT proposals and provide expert advice to clients. Principles and practices of client relationship management (CRM) to facilitate change, to establish effective client relationship processes and tools, and to develop and maintain appropriate working relationships within the client organization at all levels. Theories and principles of strategic and business analysis and planning and administrative management in order to analyze IT needs. Theories, principles and practices of financial management to budget and manage financial resources of the unit, for the negotiation and management of service level agreements (SLA) with client organizations, the management of the IT assets of the Department, and for the negotiation and management of contracts with suppliers and service providers. Leadership, negotiation and management theory, principles and practices to lead committees and teams, manage a unit, provide leadership to employees, lead consultations and develop service level agreements to permit the achievement of operational/project objectives. Departmental, federal, Canadian and international standards, trends and developments in IT architecture and infrastructure design and management, business applications, management processes and requirements to assess current and future applicability of products and services, Canadian and foreign vendor and consultant proposals and to provide technical advice to clients. Legislation, regulations and Government policies relevant to the position. Trends and developments in all aspects of computer systems analysis techniques and practices for the delivery of IT services to support the objectives of the client organization; trends and developments in the interrelationships between corporate and program management evolution Page 3 of 6

4 and IT evolution and their implications for the longer term IT requirements. The work also requires: Negotiation skills when representing the IT Organization in leading consultation and negotiation with senior managers within the Department, senior IT officials in other federal departments and other external organizations. Analytical skills, judgment and innovative thinking to develop IT strategies, plans and systems for clients while meeting the overall departmental technology goals and objectives. Verbal skills to communicate technical information, negotiate and resolve project issues and make presentations to clients, colleagues and senior management. Writing skills to develop or manage the development of requirements documents, plans, contract documents and SLAs related to client portfolio management. Listening skills to understand complex queries, comments, suggestions, and concerns or issues expressed by management, clients, team members and others during meetings, consultations and negotiations, technical committees and working groups. Persuasiveness and tact when presenting new ideas or concepts to clients. Coaching and mentoring skills to coach teams and/or individuals in technical skills and abilities. Effort - Efforts Intellectual: Intellectual effort is required to: Provide technical leadership in support of business plans of assigned client portfolios of the Department; make decisions when representing the IT Organization in consultation and negotiation with senior managers within the Department, senior officials in other federal departments and external organizations with authority to seek common ground to move initiatives forward. Develop management and service delivery frameworks, strategies, plans and procedures; writing reports; advising clients and senior management; negotiating services from suppliers, and developing and evaluating recommendations. Identify and resolve issues related to the effectiveness of IT systems and services as they effect the achievement of the clients strategic, operational and financial program objectives and change management initiatives. Judgment and innovative thinking are required to develop strategies, plans and systems for Page 4 of 6

5 clients meeting the overall Department technology goals and objectives. Activities, recommendations and decisions have an impact on the Department and affect: the successful planning, development and delivery of the IT services to the client portfolio; the management of funds related to budgets, contracts and capital expenditures; the effective utilization of human resources; the development of IT frameworks, strategies and policies; and the attainment of corporate objectives and the alignment of expected results with planned goals. Physical: The work requires sitting for prolonged periods of time writing reports, business plans, presentations and memos and participating in lengthy meetings and conference calls. May be required to stand to make presentations. Responsibility - Responsabilités The position is responsible for contacts with senior managers, program specialists and with senior technical staff to obtain agreement on requirements for services and/or on the resolution of technical issues. Manages the work performed by a unit comprised of subordinate project leaders. Assigns specialists to work groups and projects, and directs and schedules their work by setting target dates and milestones. Provides technical guidance and direction to the work unit and projects. Evaluates the performance of staff and recommends training, provides counselling on career paths and assists career advancement. Analyzes human resource requirements to perform the tasks and recommends human resource staffing levels through input into business plans. Chairs or facilitates project related meetings with project sponsors, other stakeholders and vendor representatives. Chairs or participates in departmental and inter-departmental meetings and committees as required. Plans, monitors, manages and adjusts budgets, identifies need for expenditures for supplies, equipment and contract services to support project requirements within approved budgets. Initiates, negotiates and manages service level agreements. Commits expenditures within established guidelines and procedures. Initiates contract process for services and approves payments on the fulfillment of contract technical specifications. Responsible for a desktop and/or laptop computer, hardware and software, and for maintaining data integrity, and confidentiality and security in own work. Working Conditions - Conditions de travail Physical: Page 5 of 6

6 The work requires sitting for prolonged periods of time reviewing data, writing reports, business plans, and presentations and participating in lengthy meetings and conference calls. Psychological: The work presents exposure to stress to respond to departmental deadlines, unpredictable operational emergencies, ongoing time pressures, conflicting demands, and changing priorities. Page 6 of 6