Job Description ICT Service Delivery Manager. Calrossy Anglican School (CAS) July Job Description. Calrossy Anglican School Revision: v0.

Transcription

1 Calrossy Anglican School (CAS) ICT Service Delivery Manager July J o b D e s c r i p t i o n < I n s e r t N a m e >

2 2 J o b D e s c r i p t i o n < I n s e r t N a m e >

3 Table of Contents Revisions... 4 Calrossy Anglican School ICT Mission... 6 Key Result Areas:... 6 Management of the ICT Service Delivery function within Calrossy Anglican School Demonstrate and foster a customer service focus for the ICT team Provide oversight to technical duties both proactive and reactive for all end-users and ICT Systems at Calrossy Anglican School. Including, operation of 1:1 Helpdesk and ICT systems used by the School... 7 Keep current with Technologies and Service Methodologies employed by Calrossy Anglican School Facilitate communication regarding ICT services with all staff Assist with Direction, Policies and Procedures as guided by ICT Leadership Team,... 8 Assist the Calrossy Anglican School s ICT Leadership Team to proactively plan and deliver service improvement initiatives and projects to meet the school s ICT needs as required Other relevant information... 9 Future Growth Responsibilities J o b D e s c r i p t i o n < I n s e r t N a m e >

4 Revisions Revision Number Description Date Revised 0.2 Draft J o b D e s c r i p t i o n < I n s e r t N a m e >

5 Title: Service Delivery Manager Date reviewed: 27/07/16 Reporting to: Executive Director - ICT Supervised by: Director of ICT Supervises: N/A Liaison with: Internal: Teaching and non-teaching staff, students External: Third Party Providers, professional organisations, other schools Department: ICT Classification: FTE: 1.0 Qualifications/skills Tertiary qualifications in Education and/or Information Technology or equivalent. Service Delivery experience with the ability to deliver a high and consistent standard of outcome. Experience in ICT project planning and management. An ability to translate the complexities of technologies and services into simple and elegant solutions that foster strong user adoption and reduce the cognitive load of teachers. Experience in managing technical (infrastructure) and in working with ICT Integrator resources across K-12. Extensive experience with a variety of ICT systems in an educational environment including LMS, SMS and administration. Leadership and negotiation skills to liaise effectively with a wide range of interested and affected parties. Excellent communication and interpersonal skills. Diplomacy and an ability to maintain high levels of confidentiality. An ability to work well under pressure and a willingness to learn. An ability to think laterally and problem solve. Highly organised with the ability to prioritise workloads. A commitment to completing tasks with a flexible attitude to working hours. 5 J o b D e s c r i p t i o n < I n s e r t N a m e >

6 CAS ICT Mission To assist the school to deliver its Strategic Plan, by supporting staff to undertake their primary roles and create an environment which supports and encourages innovation. Key Result Areas: The role includes, but is not limited to, the functions listed below. It is anticipated that the role will change, evolve and develop over time, and therefore a degree of flexibility and adaptability will be required. Management of the ICT Service Delivery function within Calrossy Anglican School (CAS). Demonstrate and foster a customer service focus within the ICT Support Team. Provide oversight to technical duties both proactive and reactive for all end-users and ICT Systems at CAS. Including, operation of 1:1 Helpdesk and ICT systems used by the School. Keep current with technologies and service methods employed by CAS. Facilitate communication regarding ICT systems and services with all staff. Manage, maintain, troubleshoot and configure server and network hardware at all CAS sites. Assist with Direction, Policies and Procedures as instructed by CAS ICT Leadership Team, Assist the CAS ICT Leadership Team to proactively plan and deliver service initiative and projects to meet the school s ICT needs as required. Any other duties as requested by the CAS ICT Leadership Team Pro actively build towards Future Growth Responsibilities Management of the ICT Service Delivery function within Calrossy Anglican School. Under the guidance of the CAS ICT Leadership Team help facilitate the effective and efficient delivery of services to CAS. Drive achievement of services provided to meet CAS s ability to maintain an emphasis on the priority of outcomes in the classroom. Lead the continuous improvement the of CAS ICT Service Delivery operation under the guidance of CAS ICT Leadership Team. Assist the CAS ICT Support Team to acquire and maintain an appropriate level of relevant knowledge and skills, with regards to Technical Competence and Service Delivery processes Ensure the CAS Service Delivery framework incorporates ITIL (Information Technology Infrastructure Library or Framework for ICT Technical Support) best practice principles and standards. Proactively oversee Service Delivery to ensure the following key service pillars are effectively and efficiently delivered: o Timely triage / prioritization / actioning of end user incident / requests. o Proactive management of ticket queue 6 J o b D e s c r i p t i o n < I n s e r t N a m e >

7 o Timely escalation and subsequent resolution of end user incident / requests. o Timely planning and execution of scheduled maintenance. Assist the CAS ICT Leadership Team, through efficient use of quantitative and qualitative measures, for assessing service delivery in conjunction with staff liaisons, integrators and ICT support staff, including: o Assist with the configuration of Helpdesk reporting in conjunction with stakeholders. o Development of helpdesk reports with counsel from the CAS ICT Leadership Team. o Periodically review the status of Helpdesk tickets, providing comments, and changes in a process agreed with the CAS ICT Leadership Team. Demonstrate and foster a customer service focus for the ICT team. Help support and guide an effective, efficient, friendly and service-orientated helpdesk. Ensure internal clients needs and requirements are dealt with in a timely and efficient manner through effective use of service delivery. Support the CAS ICT Leadership Team, by liaising with internal clients, to define and analyse their requirements and provide efficient solutions in consultation with all parties. Provide guidance and support to ensure that agreed service standards are understood and met by ICT Team Service Delivery team Ensure agreed service standards are understood and met by all support team members. Support the mechanism to conduct client satisfaction surveys on a schedule agreed with guidance from CAS ICT Leadership Team. Provide oversight to technical duties both proactive and reactive for all end-users and ICT Systems at Calrossy Anglican School. Including, operation of 1:1 Helpdesk and ICT systems used by the School Technical oversight and administration of ICT System, including but not limited to, user management, group policy administration, security management, printer management, e- mail administration, backup, change management, antivirus management, Windows patch management and firewall management Manage, maintain, troubleshoot and configure key systems and third-party software as directed by the CAS ICT Leadership Team, including but not limited to Windows Server, Exchange Server, SQL Server, Firewall, Content Filtering, VoIP and Virtualisation. Work towards implementing administration using the principle of least permissions. Assist in configuration, deployment and maintenance of a Standard Operating Environment (SOE). Pickup and action job tickets from helpdesk system and be available to respond to jobs escalated by onsite ICT Staff. Ensure all jobs are prioritised and actioned in a timely manner consistent with all school s Policies including Helpdesk Standards and Performance Expectations. 7 J o b D e s c r i p t i o n < I n s e r t N a m e >

8 Keep current with Technologies and Service Methodologies employed by Calrossy Anglican School. Provide support to the CAS ICT Leadership Team by researching and evaluating new technologies and service methodologies as appropriate that may benefit CAS. Meet training objectives as agreed with CAS ICT Leadership Team. Undertake formal and informal training to improve skill set in both ICT Systems and Service Management as used by the school. Provide leadership of tools, systems and processes used by the school Assist and Support other ICT team members by developing specialist skills in an area. Facilitate communication regarding ICT services with all staff. Help support the CAS ICT Leadership Team through regular, detailed and comprehensive feedback to designated staff regarding status of projects and services. Help support the CAS ICT Leadership Team to maintain a communication channel between CAS and the ICT Support Team. Communicate verbally with all staff members in formal and informal contexts as required. Prepare formal and informal written communication as required. Providing training to groups and individuals as required. Proactively communicate service disruptions to necessary staff. Assist with Direction, Policies and Procedures as guided by ICT Leadership Team, Develop and design procedures that will enable CAS staff to operate efficiently and effectively and provide guidance and direction for CAS ICT systems, ICT Support Team and Integrators Maintain comprehensive ICT documentation. By preparing, maintaining and updating systems documentation, project documentation, client information and operation policies and procedures related to CAS ICT Infrastructure. Ensure that a comprehensive asset register of both software and hardware for key network infrastructure including switches, routers, wireless, servers, network appliances and server applications is maintained. Ensure that agreed change management processes are followed by CAS ICT Support Staff. Maintain comprehensive ICT documentation. Create formal and informal documentation as required. Maintain accuracy of documentation to reflect system, process and policy changes. Ensure compliance with licensing and software / copyright regulations. Create effective written documentation for both end users and team members. 8 J o b D e s c r i p t i o n < I n s e r t N a m e >

9 Assist the CAS ICT Leadership Team to proactively plan and deliver service improvement initiatives and projects to meet the school s ICT needs as required. Work with CAS ICT Leadership Team and ICT support staff to schedule and plan implementation of agreed projects. Work with CAS ICT Leadership Team and ICT support staff on technical implementation of projects as required. Document and communicate the status of scheduled and active projects to all stakeholders. Oversee the effective and timely deployment of projects. Provide proposals for projects to develop and advance ICT systems. Produce and present proposals for all key parties. Other relevant information This role involves occasional after hours and evening duties (both remotely and onsite) for events such as meetings, systems upgrades, unresolved critical issues, and system failures. Future Growth Responsibilities Initiation of new responsibilities and help to plan for the future of the site/network. Provides technical lead and/or supervises other ICT Support Team members. Identify processes suitable for automation and develop strategies to automate these. Establishment/recommendation of policies regarding system use and service. 9 J o b D e s c r i p t i o n < I n s e r t N a m e >