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1 Job Description Internet Services Manager Organisation: Location: Reports to: Supervises: Working conditions: Last updated: {Add company name} {Add geographical location} {Add/edit as required} Infrastructure Services Manager {Add local information} {Add/edit as required} Normal office hours and conditions with the possibility of working after office hours and on weekends as and when required {Add local information} Job Summary The Internet Service Manager is responsible for managing and maintaining the day to day operation of the internet software, and supporting hardware and network infrastructure. [701] {Add/edit local statement} e.g. The manager will strategically manage the Internet and Groupware Services team, acting as the MITA Internet Service Provider (ISP) to provide (and the suite of applications), secure mail and Internet solutions, services and support. The manager will strategically manage the Internet and Groupware Services team. This is a team of highly technical people that manage and support the Agency s overall objective of delivering highly efficient and effective Groupware services including Internet services. Main Duties Ensures successful planning and implementation of internal website development projects to timescale, cost and quality requirements. [3024 1, ] - Manage project or programme planning and scheduling activities [ ] - Monitor, document and communicate relevant information relating to project or programme planning and scheduling activities [ ] 1 https://www.mita.gov.mt/standardsitalent/html/indexb69e.html?disciplineid=d9f7a666-fb b adc12f3f9 2 https://www.mita.gov.mt/standardsitalent/html/indexb924.html?disciplineid=7f6c00ba-66e4-413f-bfa5-a43578a7b475 Page 1

2 - Identify improvements for project planning and scheduling activities [ ] - Implement strategy and standards and manage the team for project execution and control activities [ ] - Monitor, and communicate relevant information relating to, project or programme execution activities [ ] - Identify and obtain agreement for changes to project or programme baseline plans, as directed [ ] Manages internet services investment, provision and resourcing according to organisational policy and procedures. [3085 3, ] - Implement and manage the deployment, and be accountable for the quality and effectiveness, of project and/or programme resources [ ] - Monitor, document and analyse resource management activities relating to a programme and communicate relevant information [ ] - Design the resource plan for a programme [ ] - Manage programme budget and expenditure and identify / authorise actions relating to project finances [ ] - Review, analyse and communicate relevant information relating to project and programme financial management activities [ ] - Authorise project budgets, and prepare and gain sign off for programme budgets [ ] Ensures consistent delivery and operation of high quality and internet solutions, services and support to internal and external clients. [ ] - Manage and develop the provision of service operations [ ] Monitors and reports on the quality and effectiveness of internet service management and performance to meet business and organisational objectives. [ ] - Monitor and report on the quality, effectiveness and customer satisfaction relating to the provision of service operations [ ] Reviews and helps identify and implement improvements to the provision of internet service operations. [ ] 3 https://www.mita.gov.mt/standardsitalent/html/indexa526.html?disciplineid=b225d671-cbd0-418d-b6df-686abf963c2a 4 https://www.mita.gov.mt/standardsitalent/html/index6800.html?disciplineid=4f7864b5-9d5b-4b8f-bbac-1868fc90b865 5 https://www.mita.gov.mt/standardsitalent/html/index208a.html?disciplineid=12c8bb83-0e c9-1bd6d43c5dd9 6 https://www.mita.gov.mt/standardsitalent/html/index208a.html?disciplineid=12c8bb83-0e c9-1bd6d43c5dd9 7 https://www.mita.gov.mt/standardsitalent/html/index208a.html?disciplineid=12c8bb83-0e c9-1bd6d43c5dd9 Page 2

3 - Review, and help Identify and implement improvements to, the provision of service operations [ ] Identifies, designs, implements and maintains effective policies, procedures, tools, techniques and plans relating to internet service level management activities. [ ] - Design, implement and maintain procedures relating to service catalogue and/or service level management activities [ ] Ensures consistent standards of stakeholder communication and customer service via online channels. [ ] - Ensure the customer/client needs for IT/technology services and products are addressed [ ] {Add/edit local statement(s) as required} e.g. The manager will be responsible for the organise the strategic direction of the Internet and Groupware Service team in order to contribute to the SMD objectives and ensuring proper alignment with Agency strategies and policies; to macro-manage the technical efforts of the IGS workforce whilst maintaining hands-on control of business activities and budgets, ensuring Cost Management policies and procedures are adhered to; to develop the necessary skills and resources that are required to exceed contractual obligations and provide value-added services within time frames and budgetary constraints as agreed with our Clients; to develop professionalism and succession planning within the team to enable sustained delivery of the highest level of professionalism and proactive nature in Internet and Groupware support so as to meet and exceed the Clients business requirements and expectations; ensures the full participation and co-operation of Team Leaders in BC and SPPC implementation activities; to provide the Finance Department with the cost of service information for services rendered. Education, qualifications and experience required Essential A first degree level of education or equivalent specialised training in technical management and certification in Service Management for Managers Four years experience in managing and co-ordinating IT Technical Staff supporting core technologies and services, with proven record of excellence within the job Experience in cost management disciplines 8 https://www.mita.gov.mt/standardsitalent/html/index4ea3.html?disciplineid=564718a2-65b4-43ed-b175-c49cf65d4db6 9 https://www.mita.gov.mt/standardsitalent/html/index6fbd.html?disciplineid=5b488ab0-76fe b5-44c8f03a5791 Page 3

4 Experience in managing contractual agreements Understanding of TCP/IP networking, routing protocols, messaging systems, security technology and Internet core systems Desirable 2 years experience working with: Unix or Linux and NT or W2K servers: configuration, system tuning and troubleshooting Enterprise Systems based on either TeamWare, Exchange or Lotus: Mail box management, mail delivery (Intranet and Internet) and directory services Firewalls and screening routers: configuration and auditing Internet Routing, DNS, Web hosting: configuration and troubleshooting marketing, SEO, PPC and ecommerce; web stats and analytics MS SQL/ MySQL, IIS, WNLB, as well as CSS, HTML, JavaScript and web standards Load balancing technology, high availability systems, intrusion detection systems, VPNs and PKI 4 years TCP/IP based systems & networks configuration and troubleshooting at all layers Skills, Knowledge and Competencies required 10 IT Professional Competencies Level Reference 1 IT Project management Professional Data analysis Associate Professional 4023 IT/technology solution testing Associate Professional 5033 Software process improvement Associate Professional 5063 IT/Technology service operations and event management Senior Professional 7015 Relationship management Professional 7134 Transferable Competencies Level Reference 1 10 Referenced to Malta Standards for ITalent. Page 4

5 Personal competencies: Communications; Team working; Critical analysis and decision making; Creative thinking; Problem solving; Self development and English, Maths and IT user skills Business competencies: Organisational awareness; IT awareness and impact; IT legal matters, ethics and professionalism Leadership competencies: IT strategy and governance; IT Quality management; Customer service management; IT Financial management; IT Human Resource management; IT Risk management and Entrepreneurship Senior Professional 0015 Senior Professional 0025 Professional 0034 Page 5

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