Job Description. Job Title: Network Services Manager. Department: INFORMATION TECHNOLOGY MAIN PURPOSE OF JOB: MAIN DUTIES AND RESPONSIBILITIES:

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1 Job Description Job Title: Network Services Manager Department: INFORMATION TECHNOLOGY Responsible to: ICT/IS Manager Number of people directly managed: No direct permanent HHL reports: - Supervision of ICT support analyst work on network operations, Management of on-site contractors) MAIN PURPOSE OF JOB: To identify, develop and maintain a portfolio of secure, reliable, flexible, good value network services which meet the current and emerging needs of the business and our customers. MAIN DUTIES AND RESPONSIBILITIES: Network Stakeholder, Supplier and Contract Management Identify and manage the interests of, and relationships with, internal and external Network services stakeholders, to ensure their current and emerging needs feed into network service provision and development. Agree and publish the Network Service development objectives with these stakeholders and report on performance in respect of those objectives Manage all relevant third party network application support and maintenance contracts ensuring that they are up to date, fit for purpose, deliver best value for money and deliver appropriate support for corporate, Business unit and commercial contract service level agreements. Coordinate the activities of third party service providers. Monitor their performance against their SLAs and help resolve underlying problems. Demonstrate Value for money in Network service provision, through the procurement of capital equipment and services and the effective negotiation and/or renegotiation of support & maintenance contracts required to deliver the agreed Network Service levels. Recruit and manage both permanent and contract support as necessary, within agreed budgets, to maintain agreed service levels. Develop, publish and maintain a costed Network service catalogue to provide transparency on service levels, costs and lead times and support commercial bid development and costing. Develop, publish and maintain a network service forward schedule of change and projected service availability information for stakeholders. 1

2 ICT Network infrastructure support and administration Provide and manage agreed second to third line support to the Service Desk operation, for network services and infrastructure, including, but not limited to, LAN, WAN, WLAN, directory services, network services, data centre services, messaging services, print services, voice services, back-up services, storage, virtualisation and disaster recovery services. Provide cover for ICT Service Support Manager as necessary. Ensure up to date documentation is available to the Service Desk for the Network services and infrastructure. Work with the ICT Service Support Manager to maintain and update the Configuration Management database Network governance, risk and compliance Help to identify and monitor risk, governance and compliance requirements related to the Network service environment, specifying and implement appropriate mitigation and/or control measures. Report on network security related initiatives, issues, opportunities and audit to the security review group. Ensure compliance with all relevant legislation and regulation with special emphasis on ISO27001/2, PCI DSS and Data protection legislation. Specify, implement and manage Network service standards and operating procedures. IS strategy and plan Develop and maintain a network service strategy and plan in support of the overall ICT strategy and budgets; identifying and representing the Network service and Infrastructure contribution and requirements in this process. Network management Identify, define, manage, monitor and report on the network infrastructure, services and service levels required to support and deliver the voice and data network environment. Establish and maintain a Network Service Catalogue. Ensure relevant Service Level Agreements (SLAs), Operational level agreements (OLAa) and underpinning contracts (UCs) are in place, managed, monitored and communicated to service users. Provide technical assistance where necessary to the Service desk manager in the identification of work arounds for network service related incidents. Resolve network service problems associated with known errors; where required escalating and co-ordinating resolution with third party suppliers Identify and manage network service improvement opportunities. 2

3 Contribute to the change management process providing oversight from a Network and security perspective ensuring changes affecting the network and associated service are completed and documentation updated as required Prepare, document, update and regularly test Network service continuity plans and ensure coordination with overall ICT DR plan and the provision of network services in commercial contracts. Proactively manage Network services to ensure they continue to meet the evolving needs of the organisation by increasing flexibility, reliability and availability whilst driving costs down. Anticipate, investigate, scope, cost and manage required changes to the network infrastructure, securing budget and procuring hardware, software and third party support (including contractors) as necessary, whilst demonstrating value for money for HHL. Working Environment/Physical Challenges (If appropriate describe to what degree the job holder is required to perform the job taking into account physical demands and/or special skills) The job involves frequent use of a keyboard and regular essential travel between HHL sites, client sites and supplier sites. The job holder is required to work out of the office as required and is expected to travel to supplier and client or potential client sites from time to time and work out of them as required. Financial Responsibility (If appropriate describe to what degree the job holder has financial responsibility in terms of the size of the budget(s) being managed). Responsible for preparation and management of the Network Services component of the overall ICT budget. Circa 200K Revenue Capital variable from 20K base may be significantly higher in years involving the replacement/upgrade of datacentre equipment and software. 3

4 Responsibility for Non-Financial Assets (If appropriate describe to what degree the job holder has responsibility for non-financial assets including the management, improvement and maintenance of properties, tools, equipment, confidential information/records, computer systems) Responsible for the maintenance/ availability of mission critical Network documentation supporting the operation of all of HHL s ICT services. Responsible for network configuration management records created and maintained throughout the life of network services and infrastructure, used to manage systems going forward and to ensure interruptions to ICT service availability are minimized. Responsible for the support & maintenance contract and software licensing documentation associated with the network services. Responsible for ensuring that the location and movement all network equipment is accounted for. Responsible for ensuring that all network services are adequately covered by support & maintenance contracts and disaster recovery arrangements/contracts. Responsible for the physical/cyber security of all network service assets. Standard requirements attached to the job: (a) All individuals are expected to be flexible in undertaking the duties and responsibilities attached to their job and may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility. (b) All individuals are expected to maintain personal and professional development to meet the changing demands of the job and participate in appropriate learning and development activities. (c) To recognise health and safety is a responsibility of every individual, to take reasonable care of self and others and to comply with Herefordshire Housing s Health and Safety policies and any service specific procedures/rules that apply to the job. (d) To promote equality as part of the job and to treat everyone with fairness and dignity. (e) All individuals are expected to carry out their duties and responsibilities having regard to the Company s commitment to providing a customer focused service. 4

5 Please note that where the job holder is disabled every effort will be made to supply necessary aids, adaptations or equipment to allow them to carry out the duties of the job. If, however, a certain task proves to be unachievable, job redesign will be given full consideration. Job Holder s Name: Job Holder s Signature: Date: Manager s Name: Manager s Signature: Date: 5

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