INFORMATION TECHNOLOGY & MEDIA SERVICES

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1 INFORMATION TECHNOLOGY & MEDIA SERVICES Head of IT Operations Permanent, Full-time Grade SENIOR STAFF: Salary to be determined by the Vice Chancellor De Montfort University is home to more than 27,000 students and 2,700 staff and is proud of its success in learning and teaching and in research excellence. The contribution of the Information Technology and Media Services (ITMS) directorate is essential in the delivery of the corporate strategy for the university to maintain the quality of its provision and its distinctiveness. The Head of IT Operations is a senior management role within ITMS, reporting to the Director of ITMS and with responsibility for ensuring the provision of key operational IT services. The post holder will ensure that a customer focused and coordinated approach is taken to customer service, support and infrastructure management, whilst adopting IT Service Management best practices and standards to improve service quality. The successful applicant will need to demonstrate a track record of providing clear leadership and direction to large and diverse multi-skilled teams in dealing with stakeholders with competing demands and priorities. A proven ability to introduce a culture of target based achievement and continuous improvement is also essential along with strong stakeholder management. Please quote reference: 7490 Closing Date: 2 January 2013 Interview Date: 18 January 2013

2 JOB DESCRIPTION Head of IT Operations KEY INFORMATION Faculty/Cost Centre: Information, Technology and Media Services Department/School: ITMS Location: Leicester City Campus Responsible To: Director of ITMS Grade: Senior Staff Responsible for: Team of approx. 95 Role Profile Ref.: MSS2 Contract Type: Permanent, Full Time Date of Issue: December 2012 OVERALL PURPOSE OF THE ROLE To provide excellent customer service leadership, organisation and management for key IT operational teams within ITMS ensuring the delivery of professional, consistent, high quality and customer focussed service to both staff and students. The Head will also proactively initiate and lead a series of integrated service improvement plans across IT Operations delivering on-going, visible, innovative and measurable improvements to the way services are delivered. The core areas of work include the following: 1. Lead the on-going management, development, and integration of a broad range of university teams, systems, processes and software covering but not limited to: a. IT service desks, loan and shop facilities b. On-site support technicians c. Training and service management d. Infrastructure and technology platforms 2. Act as IT Service Continuity/Disaster Recovery Manager. The role holder will also deputise for the Director as required. JOB CONTEXT This is a senior management role within Information Technology and Media Services (ITMS) reporting into the Director of ITMS and positively influencing senior stakeholders across the university. The post holder will contribute to ITMS and university wide IT strategy, policy and decision making with a significant responsibility for delivering excellent, innovative core IT service and infrastructure services in support of all DMU activities. JOB FACTS AND FIGURES Dimensions Budget: Approximately 3.2m Salary, 1.5m non-pay Staff : Up to 95 MAIN DUTIES AND RESPONSIBILITIES

3 Provide clear leadership, direction and coordination of all teams, technologies and processes within the IT Operations function to ensure the smooth delivery of high quality customer focussed services to the university. Oversee the efficient and effective handling of all user support and service management functions ranging from queries, incident resolution and request fulfilment to asset and change management in relation to: a. University central and local IT Service desks and support websites. b. On-Site Core IT, Specialist IT and Media Support and Performance technicians for faculties and professional services c. IT Training for staff and students d. Print, loans and resources e. IT Service Management and Control Ensure that incidents and underlying problems are resolved within defined SLAs together with clear communication and information provision to the university users. Ensure the delivery of consistent management and administration of systems across all IT Operations teams and that systems are adequately maintained through proactive and structured housekeeping including backup management, health checks, software upgrades and clear release cycles for a. Desktop and mobile platforms b. Unified Communication and collaboration c. Multi-media infrastructure d. Converged infrastructure Responsible for managing IT equipment replacement programmes throughout the university from procurement and deployment through to disposal.. Working with the Director of ITMS and in partnership with DMU s Strategic ICT Supplier, contribute to the development and implementation of overall IT and infrastructure strategic planning and policy, leading the transformation of the IT infrastructure, implementing common platforms and software, whilst at the same time recognising and enhancing the specialist needs of a diverse customer base. Contribute significantly to the overall ITMS transformation, initiating and leading a series of clear, customer focused and integrated service improvement plans across IT Operations and delivering on-going, innovative, visible and measurable innovative improvements to the way services are delivered. General Responsibilities Promote and undertake effective communication and collaboration with direct reports and colleagues to ensure that plans, objectives, strategies and accountabilities are clearly understood and delivered. Create a strong and effective team, building synergies and developing the skills and competences of staff directly employed and contracted to support DMU and its customers. Recruitment, monitoring, training and development, and performance management of the team to ensure the delivery of high quality services. Coach and mentor individuals in support of achieving their goals and personal development objectives. Act as service owner for all IT Operations services, advising and influencing customers at senior management level regarding the delivery, costs, availability and functionality of services and systems, whilst at the same time acting as the ambassador and advocate for the ITMS function.. Develop effective partnerships to include vendors and suppliers, representing the department and the university both internally and externally, formally and informally, establishing confidence, trust and credibility. Build and promote a culture of continuous improvement, increasing the quality of services delivered to our

4 customers and clients. Promote innovation and creativity in the use of services, technology and solutions to meet the changing requirements of the University. Provide input into Enterprise Architecture to ensure that future services meet overall business requirements. Responsible for the identification, development and implementation of short, medium and long term service improvement plans for the IT Operations team and its processes. Responsible for the effective and efficient budgeting, capacity planning, forecasting and management of team resources to ensure the delivery of team objectives and value for money. Ensure that systems and services meet defined SLAs and provide appropriate levels of performance, availability, capacity and resilience based on the current and projected future needs of the University. Act as IT Service Continuity/Disaster Recovery Manager with responsibility for the development, maintenance, testing and coordination of IT Service Continuity and Recovery plans and activities in support of DMU Crisis Management planning. Provide regular KPI and metric reports on services and team performance, efficiency and effectiveness to inform future decision making and planning. Maintain and develop operational relationships with key suppliers for the delivery of externally sourced contracts and services. Ensure that service level agreements, contracts and negotiations with external suppliers are always aimed at meeting the business needs of the University by providing a value for money service in terms of standards, quality, efficiency, safety, performance and cost effectiveness. Ensure that systems are secured and managed within the DMU Information Security guidelines. Identify and manage risks and health and safety in line with ITMS and University policies and procedures. Deputise for the Director of ITMS as requested. KEY CONTACTS Executive Board PVC/Deans, Heads of School /Department Directors and Departmental managers De Montfort Students Union Information and Technology Planning Group, ICT Strategic Supplier East Midlands Universities IT Group and East Midlands Metropolitan Area Network (EMMAN) Other University sector IT Contacts External partners, vendors and suppliers University committees and working groups ADDITIONAL INFORMATION This job description reflects the main duties and responsibilities of the post. However, the post holder may be required to fulfil other ad-hoc duties, commensurate with the level of the post.

5 PERSON SPECIFICATION Head of IT Operations Faculty/Cost Centre: Information Technology and Media Services Department/School: Information Technology and Media Services Grade: Senior staff Role Profile Ref: MSS2 Location: Leicester Responsible To: Director of ITMS Responsible For: All IT operations team staff (approx 95) Contract Type: Permanent Date of Issue: December 2012 REQUIREMENTS ESSENTIAL DESIRABLE 1. Qualifications and Training Degree or equivalent qualification ITIL V2 or V3 Manager Relevant postgraduate and/or professional qualification 1, 4 METHOD OF ASSESSMENT * 2. Previous Work Experience Significant experience of leading large and diverse support and service teams at a senior level, across large scale and complex organisations. PRINCE2 leading cross sector initiatives 1, 2 Significant experience of developing, implementing and managing large scale technology and organisational transformation programmes. Demonstrable track record of proactively leading teams delivering significant change and innovation. leading Green /Sustainable IT initiatives across a significant infrastructure estate A track record of successful project and customer focused service delivery within tight resource constraints and competing priorities. running a print centre. successfully leading cross department and supplier project teams. successfully integrating and leading services delivered remotely, on-site and via 3 rd party support. leading a high quality training function. 3. Specific Knowledge, Skills, Abilities required Significant experience of budget and supplier management.. An in-depth knowledge of the principles, theories, practices and techniques for IT Service Management best practices and standards. Pro-active and 'future thinking' on how infrastructure and technological developments can drive the efficiency and effectiveness of DMU's core business Clear knowledge and application of best practice IT Disaster Recovery and Service Continuity concepts. Understanding of the complexity of the HE sector for systems and Shared Services. Knowledge of BS25999, the business continuity planning standard. 1, 2 *1=Application form; 2=Interview; 3=Test/Presentation; 4=Documentary evidence; 5=Other (Please specify)

6 Proven ability to introduce a culture of target based achievement and continuous improvement. Excellent project management skills. Demonstrable knowledge and skills for handling a complex range of external stakeholders with a diverse array of competing demands and priorities. Understanding of ISO Knowledge of technologies and practices supporting media and digital content production. Well-developed negotiation and influencing skills; comfortable operating in a consultative capacity. 4. Personal Attributes Able to act as a role model providing clear leadership, direction and inspiring confidence across DMU. 1,2 Highly driven and enthusiastic with strong persuasion and influencing skills. Ability to communicate with staff at all levels of the organisation, including the Chief Executive and Executive Board. Robust and able to challenge other members of the senior management team and existing processes in a constructive way. Pragmatic and good at quickly turning ideas into action. Have a clear understanding of financial and resourcing imperatives and achieving targets. Bring a team-focused approach with a helpful, friendly and informal style. 5. Competencies Leadership and Developing Others Is visible and publicly champions initiatives to provide direction. Plans and supports the development of individuals skills and abilities so that they can fulfil current or future role responsibilities more effectively. Motivates and focuses a group of people to achieve agreed corporate goals at local level. Customer focus Gives a high priority to customer needs, providing a quality service that is regularly reviewed. Anticipates customer needs and actively seeks feedback on services from customers and makes appropriate changes to service and to underpinning plans Decision Making Makes timely decisions managing trade-offs between short-term and long-term goals fully understanding the impact of decisions on a wide range of stakeholders. Obtains information and identifies key issues and relationships relevant to achieving a long-term goal or vision; committing to a course of action to accomplish a long-term goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and departmental/university values. Uses a wide range of complex data to take controlled risks to achieve greater gain. Uses trends and data to establish controls and performance indicators. Communication Communicates effectively with a wide range of diverse internal and external stakeholders, influencing and negotiating change. Clearly conveys information and ideas through a variety of methods to individuals or groups. Presents arguments and ideas persuasively. Gains support and influences situations across a range of diverse stakeholders. Networks internally to keep ahead of University developments. *1=Application form; 2=Interview; 3=Test/Presentation; 4=Documentary evidence; 5=Other (Please specify)

7 Managing Change Leads, manages and embraces change successfully and leads by example. Continuous Improvement Planning and Organising Building Positive Working Relationships and trust Professional Excellence Organisational Awareness and Representation Challenges the status quo, seeks opportunities for change, supporting colleagues in implementing new ways of working, effectively and supportively communicating the rationale for change. Originates action to improve existing conditions and processes; using appropriate methods to identify opportunities, implement solutions, and measure impact. Identifies fresh approaches, considers problems in new ways and comes up with imaginative ideas and innovative solutions. Establishes courses of action for self and others to ensure that work is completed efficiently. Allocates decision-making authority and/or task responsibility to appropriate others to maximise the department s and individuals effectiveness. Uses appropriate methods and a flexible interpersonal style to help build an effective, cohesive team; facilitating the completion of team goals. Recognises and develops opportunities for team working at cross-university level Interacting with others in a way that gives them confidence in one s intentions and those of the university as a whole. Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one s own behaviour to accommodate tasks, situations, and individuals involved. Achieves and maintains a high level of technical and professional skill or knowledge in area; keeping up with current developments and trends in areas of expertise. Sets high standards for self and others, determined to deliver improving results and to make things happen. Using appropriate interpersonal styles and communication methods to endorse De Montfort University; keeping abreast of developments, changes and trends both within and outside the university. *1=Application form; 2=Interview; 3=Test/Presentation; 4=Documentary evidence; 5=Other (Please specify)

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