Islamic Relief Worldwide ICT Service Delivery Manager

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1 Islamic Relief Worldwide ICT Service Delivery Manager BASE LOCATION: REPORTING TO: LINE MANAGEMENT RESPONSIBILITIES: Birmingham Head of ICT Yes PURPOSE OF DIVISION: The Finance and Services Division provides accurate and punctual financial management reports and forecasts on the organisation s income and expenditure. The division empowers and builds the capacity of the field offices and Partners to manage funds effectively and efficiently, meeting international standards and the standards of the IR donor agencies. This is achieved through both organisational and individual learning, and through an organisation-wide system of development and deployment. In addition, this division maximises economies of scale by developing and maintaining strategic procurement, logistics and asset and facilities management functions. It ensures compliance to any legislative requirements, and it provides strategic and day-to-day legal advice to the organisation The ICT-related services ensure that the development, utilisation and maintenance of information systems help the organisation reach current and future strategic objectives. JOB PURPOSE: Delivery and management of a Global Service Desk Operation operating across multiple time-zones. The role requires you to Manage the creation of a Global ICT Service Strategy. Working closely with suppliers, key business stakeholders and internal teams: you will plan, coordinate, monitor, manage and ensure continuous improvement in delivery of IT services to the end users. Contribute and coordinate in the development of the departmental plans, policies and Global ICT Strategy as well as assisting in the transition of project work into BAU operations. To line manage the ICT Service Delivery Team and manage day-to-day operations of the Service Delivery function including internationally based staff. 1

2 Position of Service Delivery Manager within ICT Head of ICT Manager Business Analyst Business Systems Manager ICT Service Delivery Manager Engineer X 2 Systems Analyst X 2 ICT Support Support X 2 Senior Developer ICT Desktop Support ICT Support Devloper ICT Junior Support X 2 ICT Apprentice X 2 KEY WORKING RELATIONSHIPS Regular contact with other members of ICT management team in order to facilitate resolution to issues and transition new services into BAU operations. Build & maintain strong relationships with internal & external customers, to make sure ICT services are provided to the highest quality and up-sell new ICT services. Point of contact for key customers during escalations of service delivery issues and problem solving 2

3 SCOPE AND LIMITS OF AUTHORITY Scope of the Role: Reports directly to the Head of ICT and is a member of the senior ICT management team. The ICT Service Delivery Manager is responsible for the management of the Global Service Desk Operation including the negotiation, monitoring, reporting and evaluating of Service Level Agreements (SLAs) with key stakeholders and decision makers across the IR Family (IRW, Partners & Field). The role will also contribute to SLA adoption through the creation of SLAs and engagement of IR Family customers. The job holder manages the performance of services to all staff (IRW, Partners & Field) as agreed in SLA contracts to ensure Service Levels are achieved and to monitor and improve the quality of ICT services provided. The Job holder will also be responsible to manage the Service Desk and take lead in the delivery and management of in house ICT training to all staff (partners & field). Responsibility for Resources: Has responsibility for: Information Technology Service Management tools (ITSM) Published Documentation and Customer Knowledge Base ICT Procurement and Asset Management KEY ACCOUNTABILITIES The job holder is accountable for fulfilling his or her roles and responsibilities in line with Islamic values and principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff. 1. Management of ICT Service Desk Responsible and accountable for the dedicated support function within ICT. Ensuring excellent customer service is provided at all times. Aiming towards a high level of First-Contact Resolutions (FCR) Line manages Service Desk Agents. Set clear targets for each team member in accordance with agreed department and organisational strategy. Analyse daily service desk reports in order to plan and monitor the performance of each team member in relation to targets and work plans. Responsible & accountable for ensuring the service desk runs effectively. To act as an escalation point where resolution is not adequate. Track and analyse trends in the Service Desk requests and generate statistical reports with future recommendations to improve performance. Collaborate with other department s requests to identify the needs required from the Service Desk function. Analyse performance of the Service Desk activities and document resolutions. Manage the service desk according to ITIL industry standards and enforce the implementation of the organisation s ICT policy to end users. 3

4 Manage the running, monitoring, evaluation and continual development of the Service Desk system in order to improve service performance delivery. 2. Service Delivery & Quality Control To lead and contribute to the development of an organisation wide ICT Service Delivery Strategy To develop & implement ITIL v3 aligned Service Delivery processes through ITSM Tools and implementation of best-practice to deliver consistent service to all users. To negotiate and manage Service Level Agreements (SLAs) with key stakeholders and decision makers across the IR Family (IRW, Partners & Field). To build & maintain services relationships with all staff (IRW, partners & field) to determine and evaluate their business priorities with the aim of setting priorities for the team. Ensure quality and profitable services are delivered to ICT industry standards. To ensure that systems, processes and procedures/methodologies as specified are followed to ensure effective monitoring, control and support of service delivery. To provide weekly and monthly reports (or on request), including management and account performance reports. Attend service review meetings with key stakeholders / decision makers to review, negotiate and agree the contractual details including services offered and costs. Areas covered will include performance reports, service improvements, quality and processes. To oversee an efficient and effective support service to all customers and stakeholders. Participate in projects within the ICT team to improve the quality of IT services to the end users. Identify, recommend, plan and implement end user training programs in conjunction with IR Academy and Learning and Development Team to increase computer literacy and self-sufficiency. 3. Departmental Planning Contribute and coordinate in the development of the departmental plans, ICT policies, KPI s and Global ICT Strategy. Contribute to the budgeting & planning process for the department. Ensure key departmental deliverables are flagged in the appropriate timeframes. Managing & tracking all ICT assets Manage software licensing 4. Administration Assist in the procurement of ICT products & services, managing & negotiating with key suppliers, and ensuring good value for money. 4

5 Represent ICT in assisting in the tendering process of large projects when selecting appropriate suppliers and contractors, to promote good procurement practice with due regard to sustainability and Total Cost of Ownership. PERSON SPECIFICATION It is essential that the post holder shows a good understanding and sympathy with the Islamic values and principles as well as commitment to Islamic Relief World wide s vision and mission. Essential: Knowledge, Skills and Qualifications ITIL V3 Foundation Certified Excellent Planning & Organisational skills Strong analytical skills and creative approach to problem solving Excellent communication skills with good customer facing skills High degree of current technological trends and up-selling Ability to build relationships, negotiate and influence decision makers High degree of personal organisation Ability to work independently and under pressure with minimal/ no supervision. Good working knowledge of Prince2 Proven ability to manage and negotiate difficult client situations to achieve a mutually beneficial outcome, and communicating good and bad news to the customer in an effective manner. Ability and willingness to travel nationally and internationally. Experience Experience of successfully managing a Service Desk environment Experience of working in an IT Service Delivery capacity with line management responsibility of 1 st and 2 nd Line Service Delivery staff. Experience of leading and motivating a team Proven record of building and maintaining customer relationships Desirable professional or academic qualification in an IT Discipline Professional qualification in Service Desk Management Good levels of literacy in another language other than English Signed by: (Direct Line Manager) Signed by: (Divisional Director 5

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