To have an overview of ICT Administration and Technical support in order to provide a consultancy service to schools.

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1 Job Description Job Title: Service Delivery Manager Team: Grade: PO7 Service: Education ICT Job Number: Date last updated: September 2015 SAFEGUARDING, EQUALITY AND DIVERSITY We are committed to safeguarding and promoting the welfare of children and young people and expect all staff to share this commitment. We are committed to and champion equality and diversity in all aspects of employment with Newham Partnership Working. All employees are expected to understand and promote equality and diversity in the course of their work. Overall Purpose of Job To provide leadership and support for the NPW Education ICT Service. The SDM plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery Job Context To have an overview of ICT Administration and Technical support in order to provide a consultancy service to schools. To have line management responsibilities for up to 40 members of ICT staff. To support the development and implementation of schools software and hardware, providing technical and management information support to schools, ensuring effective implementation and continuing operation of management information systems.

2 To be responsible for managing all service delivery, including recruitment, personnel duties and helpdesk management. To deputise for and support the Head of Education ICT in all matters relating to Education ICT services including strategic planning and service budget. Key Tasks and Accountabilities Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the post holder. This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties for NPW which may be required from time to time. 1. To be responsible for full technical and software support for all service subscribers and NPW ICT support staff through the provision of a telephone helpdesk service, and the management of the helpdesk software. 2. To monitor the progress of user support calls and arrange additional support as required and to provide feedback to schools and academies on services provided and activities undertaken through regular Service Review Meetings. 3. Building a personal relationship with key client staff 4. Successful service delivery - SLA achievement and high level of customer satisfaction 5. Good communication around issues and opportunities. 6. Collaborating with senior management on client account management and growth 7. To act as the contact point with regard to third party maintenance contractors, including monitoring their performance against the contract standards. 8. To represent NPW in BSF issues relating to the sub-contract with RM for Admin Systems support provided to BSF secondary schools, 9. Provide schools with advice on appointing ICT staff, including interviewing when requested. 10. To organise and attend NPW service meetings, contributing significant leadership to the organisation and development of the company as required. 11. Attend appropriate conferences and meetings, including school governing body or finance committee meetings when requested. 12. Review school systems, including the implementation and management of change.

3 13. To manage Education ICT service budgets as required. 14. To manage service personnel matters as required. 15. To lead on the implementation and review the Service Level Agreement for ICT support to schools and to specifically monitor the effectiveness of those agreements. 16. To assist the Head of Education ICT to prepare, review and monitor the Schools ICT Strategic development. 17. To manage NPW SLA subscription process and the structure of SLA charges including liaison with NPW Finance to ensure SLA charges are applied correctly and in a timely way and to confirm the inter-departmental redistribution of SLA income to the appropriate service budgets. 18. To fully deputise for the Head of Education ICT, and to represent NPW, when required. 19. To carry out any other duties that are in line with the purpose and grade of the job.

4 Person Specification Job Title: Service Delivery Manager Service: Education ICT Team: Grade: PO7 Job Number: Date last updated: September 2015 IMPORTANT INFORMATION FOR APPLICANTS The criteria listed in this person specification are all essential to the job. Where the method of assessment is stated to be the application form, your application needs to demonstrate clearly and concisely how you meet each of the criteria, even if other methods of assessment are also shown. If you do not address these criteria fully, or if we do not consider that you meet them, you will not be shortlisted. Please give specific examples wherever possible. CRITERIA METHOD OF ASSESSMENT SAFEGUARDING, EQUALITY AND DIVERSITY We are committed to safeguarding and promoting the welfare of children and young people and expect all staff to share this commitment. We are committed to and champion equality and diversity in all aspects of employment in Newham Partnership Working. All employees are expected to understand and promote equality and diversity in the course of their work. KNOWLEDGE: Knowledge of schools operations and recent developments in Education. Application Form and Knowledge of IT systems and their use, including networking, telecommunications and fault finding. Application Form and

5 High level of numeracy and literacy skills, including the ability to produce and present detailed management and service reports and to read and assimilate a wide range of information. Ability to communicate with a range of professional staff, including NPW SLT and outside agencies, at a senior level. Able to liaise and negotiate effectively. Application Form and Good organisational skills. An ability to manage time effectively and prioritise workloads appropriately, including when working under pressure. An ability to work closely as part of a wider team and communicate effectively with senior professionals. Able to lead and direct the work of other staff by professional example and delegation. Assist with the management of the NPW Education ICT service including financial, personnel and SLA matters. / Test Application Form and Application Form and QUALIFICATIONS: ITIL Foundation required and ITIL Practioner desirable Application Form EXPERIENCE: 5 Years Service Management experience required. Education IT Service delivery highly desirable Application Form SKILLS AND ABILITIES: A commitment to delivering high quality Education ICT and service and the maintenance of high professional standards. Application Form/ Application Form/

6 Excellent documentation skills and attention to detail. Ability to deliver technical presentations competently. Excellent written and verbal communication skills. PERSONAL STYLE AND BEHAVIOUR: Good team player; highly motivated selfstarter; good relationship builder with strong diplomacy skills Application Form/ / Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything they do. Application Form/ Able to understand and deliver services into an Education base Application Form/ Must be able to work proactively and under pressure OTHER SPECIAL REQUIREMENTS: Current Driving Licence DBS check will be required

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