POSITION DESCRIPTION Position Title Manager, Technical Services Support Position Number Reports to Manager Technology Services Functional Auth HRM Auth Region IT Services Centre Head Office Date Feb 2011 Date Function ITSC Signature Signature Role Purpose To manage the direct service provision to end users of ITSC services, strong client engagement capabilities and the capacity to liaise with Project Management resources in the Business & Governance Services team. The role will work in line with ITIL best practice principles governing modern IT Services Management & Delivery. The role will manage the challenges that arise in the methods used to provide support and coverage to UnitingCare s highly distributed user base Key Challenges Implementing a new ITSC structure to support operational growth, customer focused services, excellence in technology design, delivery and support A decentralised organisational structure and operating systems which hinders consolidation of development Supporting and covering a highly distributed user base across UnitingCare services Delivery of service and support for geographically dispersed and complex services within organisation Complex organisational governance and decision making structures Building capability in innovation development Managing change in a complex operating environment Key Result Areas 1. Technical Services Support Planning 2. Customer Service & Engagement 3. Technical Services Support Excellence 4. People Management 5. Leadership & Culture PD Manager Technical Services Support-V2.0 Page 1 of 8
1. Technical Services Support Planning An agreed plan is developed for End-User Support (Service Delivery) in conjunction with the Manager Technology Services and the Manager Business Applications to achieve ITSC business objectives and to meet the strategic direction and intents of UnitingCare Direction is provided to the Manager Technology Services for optimising investment in and use of current and emerging technology for the achievement of business objectives in the provision of technical IT services and support An Agreed framework and project plans are developed and implemented for Client Engagement and Satisfaction to ensure appropriate Client engagement with ITSC provided technology and application support services and processes Lead the delivery of Technical support and End-User technology support which optimises efficiencies of information and technology to achieve high levels of customer engagement & satisfaction Ensure technical alignment of technologies, methods of operating, and processes with organisational standards to deliver effective Technology Support Services Identify and secure resource requirements to inform well planned and executed Technology and End-User technical support Ensure resource requirements meet planned broader ITSC Project requirements and those specific to the Technical Services & Support team Ensure risk assessment framework is developed for technical service and support and meets organisational requirements 1. Demonstrates an in-depth appreciation of the planning process and the role of technology as a business driver uses this to ensure that ambitious yet achievable goals are set, and plans developed, for the Services Support team as well as for the Technology Services Unit 2. Demonstrates a detailed knowledge of IT Service Management principles and develops plans which apply them to deliver solutions to complex business requirements 3. Understands, articulates and anticipates current, and emerging, opportunities to use technology to both support and drive service delivery 4. Demonstrates an ability coordinate and build technology user support plans in conjunction with key service provider managers in the IT realm 5. Demonstrates ability to define Service Delivery accountabilities, processes & capabilities required to achieve strategic objectives in short and longer term 6. Demonstrates an ability to understand and effectively develop customer engagement strategies and ensure their ongoing success 7. Applies sound understanding of business and technology to identify trends and developments and uses this to generate creative new opportunities to achieve previously unrealised business gain for customer service 8. Articulates service and support technology strategies in a way that is meaningful to key stakeholders and users always ensuring that the business benefits from the technology and service provided 9. Develops and implements comprehensive communication plans to ensure that Service Deliver strategy is both understood and supported 10. Demonstrates an ability to effectively build and mentor technology services support capabilities 11. Demonstrates a strong ability to understand and identify risks at an operational and strategic level 12. Demonstrates an ability to plan resourcing models to suite differing needs in complex organisations 2. Customer Service & Engagement IT support services are delivered in accordance with IT Service Management best practices (ITIL) Solutions for direct End-User support are aligned to UC needs and the 1 Demonstrates strong client engagement capabilities and the capacity to liaise with numerous stakeholders, especially internal teams with whom it is critical to collaborate on pieces of work 2 Develops strong working relationships with stakeholders and staff across the organisation PD Manager Technical Services Support-V2.0 Page 2 of 8
wider Technology Services strategy Technology and information management needs of ITSC customers are proactively identified and prioritised IT customers are assisted in the identification and definition of technology and information management solutions Internal customer general and help desk inquiries and requests for assistance are promptly and satisfactorily resolved IT support is provided in a timely manner to minimise disruption to work practices and to maximise efficiencies in IT services usage Customer satisfaction metrics are developed, measured, and service targets achieved Patterns and trends in customer inquires or incidents are actively identified and analysed, to deliver systematic improvements in customer service IT Customer Service support is provided in a professional and courteous manner Development of a broad awareness of available IT services through dissemination and ongoing maintenance of a service catalogue End user requests for IT services are captured, tracked and expedited Specialist advice is provided to internal stakeholders about best ways of meeting business requirements using existing IT services and systems Knowledge management to support effective use of supported applications is developed, maintained, and made available to understand and ensure that the technology and support needs are identified and understood 3 Demonstrates an ability to provide specialist advice to key stakeholders about best ways to meet business IT requirements regarding existing systems 1. Demonstrates an ability to identify problems with IT systems and is able to find solutions which are efficient and effective 2. Takes the initiative in identifying new ways to engage with customers and understand their needs, and gauge their satisfaction 3. Fully appreciates and has used the ITIL model for technology services delivery and support 4. Understands and responds to the need to keep customers informed in the prompt resolution of problems 5. Demonstrates the ability to develop models of support for geographically dispersed and complex organisations 6. Demonstrates experience in the assembly, analysis and delivery of complex service metrics for management oversight and reporting 7. Demonstrates the ability to build and manage knowledge repositories of common problems/solutions and team processes and practices to enable speedy problem resolution 8. Demonstrates experience in construction of Service Catalogues of available technology support services 4 Understands and responds to the needs of customers to keep them informed in the prompt resolution of problems 5 Demonstrates the ability to develop models of support for geographically dispersed and complex organisations 6 Demonstrates experience in the assembly, analysis and delivery of complex service metrics for management oversight and reporting 7 Demonstrates the ability to build and manage knowledge repositories of common problems/solutions and team processes and practices to enable speedy problem resolution 3. Technical Services & Support Excellence A framework is developed for the management of Service & Support Delivery with controls in place to assess the quality of service delivery to key stakeholders and customers which is reported up to the UC Executive Technical Service and Support Delivery operating and governance 1. Demonstrates an ability to manage in a systematic way the provision of technology services support including the associated reporting and governance requirements 2. Demonstrates a strong ability to effectively develop Service Level Agreements with 3 rd party providers and ensure their proper management to contract terms in a transparent manner 3. Demonstrates an ability to take the lead and develop technical support arrangements and PD Manager Technical Services Support-V2.0 Page 3 of 8
procedures, controls, policies, standards, reporting frameworks and processes, are developed, agreed, communicated and implemented with key stakeholders Quality of Technical Services deliverables, resource utilisation and performance is monitored and enhanced through system of performance metrics that measure all key processes and outputs Continuous improvement in provision of IT customer service and support is achieved, through continual review of standards, root cause analysis and implementation of effective resolutions and new ways of working Define and implement a formal Review Process for Service & Support delivery to enable accurate reporting of progress, achievements, realised benefits, barriers and mitigation initiatives, to key stakeholders on a regular basis Ensure Performance reporting is appropriate and continually reviewed for optimal understanding and transparency to ITSC governing bodies Technology and information management needs of ITSC customers are proactively identified and prioritised Customer service and support inquiries and requests for assistance are promptly and satisfactorily resolved Service level agreements with IT operational vendors are clearly defined, agreed, documented and evaluated on a regular basis to ensure they deliver value for money for UnitingCare Relationships with relevant third parties and vendors are based on robust and transparent contractual terms software licensing structures that advantage UC 4. Demonstrates solid understanding of and ability to apply service delivery controls (eg. time, cost, risk, dependencies, issues & quality) 5. Develops and manages the implementation of processes for monitoring service and support performance, availability and usage that promptly identify problems and opportunities for enhancement 6. Ensures that metrics, measures and tracking mechanisms are in place to monitor service performance 7. Takes action to change and improve technical services and support in response to actual and anticipated problems 8. Analyses business issues/problems and technology solutions in order to develop sound and business focussed recommendations for change and/or investment 9. Demonstrates ability to review and report on service and support system performance 10. Implements IT service and support policies and procedures focussed on the efficient, timely and successful resolution of user problems 11. Demonstrates a strong commitment to ensuring procurement and financial processes are in line with appropriate guidelines and standards 12. Understands the business implications of technology problems and prioritises action for maximum business benefit 13. Demonstrates a good understanding of ITIL based technology Change Management practices and its implementation in complex organisations 14. Demonstrates ability to show the value add & risk mitigation benefit of applying service delivery disciplines 15. Demonstrates comprehensive understanding of operating financial management processes and analytics and uses this to ensure effective management and reporting of current and projected Service Delivery Unit s financial position All operational IT service-related procurement complies with UC procurement, legal and governance requirements IT assets are managed within relevant policies & guidelines to facilitate effective Service Delivery Audits of technology support services are completed on an annual basis which comply with appropriate or relevant regulatory standards and requirements Development and maintenance of service transition standards 4. People Management PD Manager Technical Services Support-V2.0 Page 4 of 8
An effective, engaged & productive team is built and maintained. Performance of direct reports is optimised through ensuring clear performance expectations, provision of regular informal feedback, and fair and honest formal performance reviews. Direct reports talents, experience and interests are well matched to job requirements through effective recruitment Probation period is effectively managed for all new direct report hires to ensure they demonstrate the capabilities and values required for success in role Direct reports have the materials and equipment they need to do their work properly Direct reports receive recognition for doing good work Direct reports develop capabilities needed for high performance through effective coaching and well defined and implemented development initiatives Direct reports are empowered so as to maximise discretionary effort and enable full individual contribution UnitingCare policies and procedures covering the employment and ongoing management of people are understood, properly observed and applied Organisation and department goals are achieved through effective team work and cross-functional ways of working Direct reports and other staff that are influenced by this role experience safety and wellbeing at work in accordance with the UnitingCare OH&S Management system 1. Takes time to explain the big picture and to craft clear annual plans so that staff feel connected to the team and organisation and see how their effort contributes to its success 2. Demonstrates ability to give fair and accurate informal feedback to direct reports about their strengths, and about how they could improve their performance 3. Demonstrates ability to write well defined Objectives & Targets for self and direct reports, and to make clear how people s performance will be assessed 4. Demonstrates ability to define the work and capability requirements of direct reports, through definition and maintenance of future focused Position Descriptions 5. Demonstrates ability to assess capability of direct reports, to define development initiatives which build capability on the job 6. Demonstrates highly effective coaching so that direct reports build competence, skill & knowledge 7. Demonstrates ability to promptly identify poor or unsatisfactory performance, and to take early, appropriate corrective action 8. Create a sense of cohesiveness, trust, integrity and honesty in the team so that members energies and abilities are willingly focused on team effectiveness and the achievement of required outcomes 9. Demonstrates ability to run efficient and effective recruitment processes, and to build high levels of engagement in new employees through orientation, induction and probation management processes 10. Demonstrates an understanding of the importance of cross functional team work in the ITSC and across UnitingCare services, and demonstrates the ability to build highly effective cross functional work teams so that high quality outputs are generated 11. Demonstrates an understanding of how to apply the organisation s OH&S management systems to meet compliance around health and safety for all staff. 5. Leadership & Culture UnitingCare Vision, Mission and Values, Strategic directions and Inspired Care Principles are actively championed and opportunities to exemplify and reinforce them are identified and built into ways of working Organisational and Service Support goals are achieved through establishment of effective cross functional and organisation wide relationships and ways of working 1. Demonstrates a deep understanding of UC Values and role models them through own actions, and embeds them in systems and processes throughout the organisation 2. Demonstrates understanding of the nature and magnitude of organisational change implied by changes in business priorities or strategy 3. Demonstrates sophisticated understanding of team and organisational culture and its impact on business performance; understands how to assess actual team and organisational culture and evaluate its divergence from desired culture; and can articulate a compelling strategy to drive desired transformation PD Manager Technical Services Support-V2.0 Page 5 of 8
Succession planning and talent management ensures identification and development of talent for current and future critical positions A culture of openness, feedback and empowerment is developed and sustained through the ITSC Communication between the ITSC and broader organisation builds understanding, alignment and engagement Effective influence is exercised within the ITSC Team and broader UnitingCare services leadership teams to ensure appropriate organisation alignment in support of ITSC strategy and business priorities ITSC is recognised by the broader organisation for its highly responsive customer service culture Effective contribution is made as a member of the ITSC Leadership Team (including the development & consistent implementation of Strategy) 4. Develops an environment which demands accountability and ownership of results throughout the region and in relation to specific technical service and support projects 5. Demonstrates understanding of the nature and magnitude of organisational change implied by changes in business priorities or strategy 6. Demonstrates sophisticated understanding of how to manage and sustain complex change, which results in shifts in mindsets, behaviours, or capabilities 7. Demonstrates ability to build coalition of support, especially with community opinion leaders, other external stakeholders and senior managers, for capability building and change management initiatives 8. Demonstrates sophisticated understanding of organisational culture and its impact on business performance; understands how to assess actual organisational culture and evaluate its divergence from desired culture; and can articulate a compelling strategy to drive desired transformation 9. Demonstrates an understanding of and the ability to use effective communications to support business initiatives/practices 10. Demonstrates an ability to instil and drive a culture of safety and wellbeing Professional Experience Education/ Academic Person Specification Demonstrated experience in a Service Management position Proven ability to lead a team - capable of leading by example and being a role model to all staff in living the Values of UnitingCare Experience in managing systems and services delivery specialists Experience in customer engagement practices Experience in managing vendors, contractors, consultants and staff Experience in implementing process change and IT support services across a broad geographical area. Leadership role in organisational change programs with proven ability to manage change successfully Ability to plan & deliver oral and written communications Experience in achieving process improvement in conjunction with services implementation Possess a suitable / relevant tertiary qualification or demonstrable Desirable Good knowledge of IT services support and ITIL practices Experience in complex service delivery program rollout Experience in service metric measurement and reporting Desirable Additional technology or services delivery specific education PD Manager Technical Services Support-V2.0 Page 6 of 8
Qualifications Key Working Relationships Direct Reports: equivalent industry experience The Manager will form key relationships with people in the following roles: Manager Technology Services, ITSC Key Managers, ITSC Regional Managers, UnitingCare Ageing Service Manager, UnitingCare Ageing Manager, UCCS Service Manager, UCCS Managers, UnitingCare Managers, PSC Service group clients across any management layer Technical Field Support Staff Team Lead Service Desk Technical Services Support Officer ITIL education External Vendor consultants providing specialist infrastructure expertise Vendors or contractors providing specialist deployment services Occupational Health, Safety and Welfare Requirements UnitingCare Expectations All staff are required to assist in creating and maintaining a safe and healthy work environment by working in a safe and healthy manner, adhering to instructions and using the equipment provided in accordance with safe operating procedures. Where appropriate, staff will initiate and participate in worksite inspections, accident reporting and investigations, develop safe work procedures and provide appropriate information, instruction, training and supervision. All staff are expected to: At all times to abide by the terms and conditions contained in the policies and procedures of the employer and the Uniting Church in Australia Synod of NSW and the ACT Employment Policy and Procedures Manual Align their work with the Vision, Mission, Values & Strategic Directions of the UnitingCare Organisation; Contribute to the efficient and effective functioning of their team or work unit in order to meet organisational objectives. This includes demonstrating appropriate and professional workplace behaviours in accordance with the Code of Ethical Conduct, providing assistance to team members if required and undertaking other key responsibilities or activities as directed by one s manager; Participate in the Performance Development Review Process which includes a regular review of their performance against the responsibilities and performance objectives associated with the role and demonstration of appropriate behaviours which reflect a commitment to Uniting Care NSW ACT s Vision, Mission, Values and Strategic Directions. Perform their responsibilities in a manner which reflects and responds to a focus on continuous improvement OTHER RELEVANT INFORMATION This position description is indicative of the range of job requirements. The job comprises other accountabilities as required. It is the responsibility of all employees to ensure they behave in a way that is consistent with the company s Code of Ethical Conduct, Values, and its policies and procedures. PD Manager Technical Services Support-V2.0 Page 7 of 8
Incumbent s Name: Manager s Name: Signature: Signature: Date: Date: PD Manager Technical Services Support-V2.0 Page 8 of 8