POSITION INFORMATION DOCUMENT

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1 POSITION INFORMATION DOCUMENT Position Title: ICT Service Desk Manager Classification Code: AS07 Division: ICT Services Directorate: ICT Customer Services Type of Appointment: Branch: ICT Central Ongoing Position Number: o Temporary Term Position Created: o Other As part of the South Australian Government s Health Reform Agenda, the Department of Health is embarking on a significant reorganisation of its ICT services across South Australia. An external feasibility report on the centralisation of ICT services across the public health system was delivered and accepted by the Health Portfolio Executive in December In centralising ICT services the following objectives are being sought: management of all ICT services from a whole of health strategic perspective a uniform and repeatable ICT environment across SA Health to support the effective delivery of health care services to the people of South Australia achievement of operational savings to contribute to the upgrade of public health infrastructure and ICT services establishment of a uniform platform for the introduction of the electronic health record mirror the South Australian Government s practice and commitment to Shared Services. ICT Services has established the ICT Customer Services directorate with a direct responsibility for Customer Account Management, Service Level Management and the provision of ICT Service Desks. The centralisation of ICT services has resulted in the establishment of 6 new directorates: ICT Strategy and Standards ICT Contracts and Performance Management ICT Customer Services ICT Program Services ICT Operations ICT Business Services Sets, defines and aligns ICT strategy and standards to the goals and objectives of SA Health and provides independent governance and risk management to ICT Services. Is the major procurement, contract and performance management arm of sourcing ICT related services, products and systems. Is the major point of coordination and interaction with ICT customers across SA Health. Manages and delivers all ICT projects as approved by the ICT Steering Committee. Manages, supports and maintains the production environment across SA Health. Provides internal corporate support to ICT Services with an emphasis on staff development and training. Page 1 of 10

2 The ICT Service Desk Manager is responsible for managing the ICT Central Service Desk ensuring an effective first level customer support service to 25,000 ICT users across SA Health by meeting agreed service levels. The ICT Central Service Desk is the name used to reference two ICT service desk functions within SA Health. The service desk function will be managed across a single virtual team that operates from two locations within the Adelaide metropolitan region. As a result, two ICT Service Desk Managers will be accountable for managing the two Service Desks and supporting 25,000 ICT users across SA Health. The two ICT Service Desk Managers are accountable for the achievement of ICT Central branch goals and objectives through leading the following functions and initiatives: service desk management including: service request management incident management user administration escalation of service requests and incidents to level 2 operations centre significant improvement in the delivery of service performance against key metrics managing the transfer of multiple services desk tasks into the single virtual and fully integrated service desk offering with consistent process and service standards. This will require the incumbent to understand the variety and complexity of SA Health s information systems and business models across a wide range of departments and divisions including metropolitan and country health units. SA Health information systems include over 460 sites, 20,000 desktops, 500 servers and over 1,000 applications. The customer base is estimated at over 25,000 users. ORGANISATION Supervisor reports to: Supervisor s Position: Subject position: Director, ICT Customer Services Senior Manager, ICT Central ICT Service Desk Manager Staff supervised: Other positions reporting to supervisor: ICT Service Desk Manager Senior Analyst ICT Central Manager User Admin STATISTICS RELEVANT TO THE POSITION Staff supervised: Direct Reports Budget: Salaries and wages: $ 1.75M Goods and services: $ N/A Page 2 of 10

3 JOB AND PERSON SPECIFICATION Position Title: ICT Service Desk Manager Classification Code: AS07 Division: ICT Services Directorate: ICT Customer Services Type of Appointment: Branch: ICT Central Ongoing Position Number: o Temporary Term Position Created: o Other Job & person specification approval CE or delegate / / PREAMBLE: Underpinning the Department of Health Strategic Directions are the agreed values that reflect honesty, respect and integrity for every individual. These values drive how we conduct our business and how we behave. We aim to make the values live. It is important that we incorporate the values into our behaviour systems and processes. The Department has a Commitment to Workplace Values attached to Job and Person Specifications that all staff are required to uphold. (Please refer to the back of this document). Australia has one of the most culturally and ethnically diverse populations in the world. Having a diverse workforce (inclusive of bi-lingual, bi-cultural and disabled employees) can enhance the department s ability to negotiate with, and meet the needs of, the full range of its clients and customers. Such employees also add to the diversity of the workforce, and give added opportunities to fully capitalise on difference as a valuable asset in an increasingly competitive environment. Page 3 of 10

4 JOB SPECIFICATION 1. Summary of the broad purpose of the position in relation to the organisation's goals The ICT Service Desk Manager is responsible for managing the ICT Central Service Desk ensuring an effective first level customer support service to 25,000 ICT users across SA Health by meeting agreed service levels. The ICT Central Service Desk is the name used to reference two ICT service desk functions within SA Health. 2. Reporting/working relationships Reports to the Senior Manager, ICT Central Direct responsibility for ICT Central team of professional customer service and technical staff and contractors Close working relationship with the second position of ICT Service Desk Manager located at another site. Liaises extensively with customers, management and staff within SA Health, in close collaboration with Customer Account Managers and Service Delivery Managers Primary working relationship with ICT Central Service Desk management team and ICT Operations Centre within the ICT Service Performance branch of the ICT Operations directorate Primary working relationship with ICT Service Delivery Managers, ICT Change Manager and ICT Problem Manager within the ICT Operations directorate. 3. Special conditions The incumbent may be required to work out of hours. Should the Service Desk move to 7 days per week the incumbent will be required to work Saturdays and Sundays on a rotational basis. The incumbent will be required to be on-call for incident escalations The incumbent may be required to travel or work across and/or be located at any of the Department of Health units/divisions as required A flexible approach to the taking of leave is required The appointee may be subject to a criminal history check prior to confirmation of appointment The incumbent will uphold the values of the Department of Health as reflected in the SA Health Strategic Plan The incumbent may be assigned elsewhere within the department subject to relevant provisions of the PSM Act The incumbent may be required to enter into an annual performance agreement for the achievement of specific (service or program) outcomes. 4. Statement of key outcomes and activities Page 4 of 10

5 1. Provide effective leadership and management of ICT Central Service Desk, ensuring an effective first level customer support service to SA Health staff by: a) ensuring effective management and coordination of the ICT Service Desk, including effective workforce capacity planning, management and rostering b) ensuring that staffing and skill levels are maintained throughout operational hours by managing staff schedules c) acting as an escalation point where difficult or controversial calls are receivedcontributing to the development of best practice in terms of ICT Service Desk operational capability including Automated Call Distribution (ACD), Integrated Voice Response (IVR), call and client management systems d) ensuring effective and efficient service request management and resolution within agreed service levels e) ensuring effective and efficient incident management services f) producing ICT Service Desk management reports g) arranging staff training and awareness sessions h) representing ICT Service Desk at meetings as required and ensuring effective linkages with other parts of ICT Services i) performing briefings to ICT Service Desk staff on changes or deployments that may affect volumes at the ICT Service Desk j) Contributing to the provision of technical advice and support relating to ICT Service Desk enquiries. 2. Drive service and performance excellence that results in measurable and significant improvements in the ICT Service Desk that exceeds agreed service levels through: a) implementation and analysis of performance measurement metrics that facilitate proactive operational management initiatives to ensure the ICT Service Desk meets SLA delivery targets within associated cost models b) ensuring the disciplined application of service, process and practices are maintained in the management of the ICT Service Desk c) establishing an effective ICT Service Desk knowledge base to ensure a consistent and effective customer experience d) ensuring effective escalation management to ensure timely resolution of customer service desk requests and incidents, including advocacy for incidents and/or problems escalated but outstanding past agreed timeframes e) managing to service standards, and implementing end-to-end service performance monitoring to ensure the consistent and timely resolution of service desk requests and incidents f) ensuring system reporting obligations are met to senior management, customers and relevant external vendors and stakeholders. 3. Development of a culture and ethos that is outcome and performance focused for ICT Central through: a) establishing, leading and developing a highly motivated and engaged service desk workforce, that demonstrate a commitment to deliver high levels of customer satisfaction along with low levels of staff attrition when measured against industry norms b) ensuring the highest standards of staff management practices are implemented including recruitment, performance management and succession planning consistent with public sector standards c) development and implementation of standard induction, staff development and training programs based on standardised service desk skills matrices Page 5 of 10

6 d) sound performance management of external service providers, consultants, contractors, vendors and partners e) development and implementation of appropriate business plans and processes for the branch including service planning, design and resourcing f) financial planning, controlling, reporting and resource management. 4. Initiate and lead a significant service transformation program, followed by continuous service improvement initiatives within ICT Central aligned to SA Health s business and ICT Services strategic objectives through: a) implementing a model for consolidation of ICT central service desks and associated best practice tools, processes, standards and methodologies b) transitioning services from current ICT service arrangements to a defined single ICT service performance model. c) Contribute to a continuous improvement program and practices. 5. Contribute to the wellbeing of people in South Australia through participation in counter disaster activities including attendance, as required, at training programs and exercises to develop the necessary skills required to participate in responses in the event of a disaster and/or major incident. 6. Contribute to the promotion and implementation of the general public sector management aims, personnel management standards and employee conduct standards and in particular, equal opportunity and occupational health, safety and welfare by adhering to the provisions of relevant legislative requirements. Approved by line manager: / / Acknowledged by occupant: / / Page 6 of 10

7 PERSON SPECIFICATION To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in the person specification are representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. ESSENTIAL MINIMAL REQUIREMENTS Educational/vocational qualifications None Knowledge Demonstrated detailed knowledge of contemporary ICT service desk best practice service delivery at an enterprise level Demonstrated applied knowledge of service request, incident, change and problem management practices and processes in a large, complex organisation Demonstrated applied knowledge of the principles and practice of IT Service Management (ITIL). Experience Proven extensive experience in leading and managing operational staff Proven experience leading and delivering significant and ongoing change and service improvement initiatives Proven extensive experience in providing customer services within a large, complex organisation, and meeting and exceeding agreed service levels Proven experience in ICT service performance analysis and associated reporting activities. Professional & Technical Skills: Professional skill Skill definition Skill Requirement Service desk and incident management Service level management The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress. The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk. Schedules the work of service desk staff to meet agreed service levels. Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports Page 7 of 10

8 Methods & tools service, seeking continually and proactively to improve service delivery. Ensuring that appropriate methods and tools for the planning, development, testing, operation, management and maintenance of systems are adopted and used effectively throughout the organisation. these actions. Leads in the introduction and use of techniques, methodologies and tools, to match overall business requirements (both current and future), ensuring consistency. Business Skills: The ICT Service Desk Manager will have the following personal and professional competencies. Autonomy Influence Complexity Business skills Works under broad direction. Is fully accountable for own technical work and/or project/supervisory responsibilities. Receives assignments in the form of objectives. Establishes own milestones and team objectives, and delegates responsibilities. Work is often self-initiated. Influences organisation, customers, suppliers and peers within industry on the contribution of own specialism. Has significant responsibility for the work of others and for the allocation of resources. Makes decisions which impact on the success of assigned projects i.e. results, deadlines and budget. Develops business relationships with customers. Performs a challenging range and variety of complex technical or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make correct choices from alternatives. Analyses, diagnoses, designs, plans, executes and evaluates work to time, cost and quality targets. Communicates effectively, formally and informally, with colleagues, subordinates and customers. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors more junior colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer. Page 8 of 10

9 Desirable Qualifications Relevant Postgraduate Degree ITIL Foundation Certificate, or ITIL Managers Certificate (preferred). Desirable Industry Certifications Nil Page 9 of 10

10 COMMITMENT TO WORKPLACE VALUES The Department of Health values have an influence on the people we employ Every organisation has values that govern the way people are treated and the way decisions are made. The Department s Strategic Plan identifies the values that guide our behaviours. These behaviours apply to all employees and govern the way people in the organisation are treated, the way decisions are made and how we provide our services. These values are used in day to day communication and interaction between all employees and are linked to the whole of government Code of Conduct, Performance Development, Job and Person Specifications and Department of Health Employment Conditions. Department of Health Organisational Values are: Honesty We show honesty by speaking truthfully, within the boundaries of confidentiality. This is shown in our dealings within the Department and with our consumers and partners by: saying what we mean and meaning what we say, keeping our promises, telling the truth tactfully, providing honest feedback and answers and admitting to mistakes. Respect We show respect by speaking and acting with courtesy. We treat others with dignity and use culturally appropriate ways of communicating. This is shown in our dealings within the Department and with our consumers and partners by: treating everyone fairly, communicating so people can understand, listening to others, and seeking and providing feedback. Integrity We show integrity by honouring our values and the rules of our department, government and nation. This is shown in our dealings within the department and with our consumers and partners by: doing the right thing, abiding by the values, standing up for what we believe in, and taking responsibility for our mistakes. ***************** I have the ability and commitment to behave consistently with the stated values of the Department of Health. / / Signature Please complete and return attached to your application to the nominated person The right people with the right skills in the right place at the right time Page 10 of 10