Wirral Council: Job Role Profile Job Role: Service: Reports to: No of Subordinates: Job Role Ref: Job Family: Proposed Grade: Line of Business Manager ICT Services Chief Information Officer 53 HR USE ONLY CSUP Corporate Support EPO5 JOB ROLE PURPOSE To be responsible for developing and maintaining current business systems specifically line of business, application support and maintenance and service desk provision. KEY TASKS 1. Provide, maintain and grow effective service desk for the resolution of ICT incidents and requests. 2. Provide application support and development for priority line of business applications. 3. Negotiate and agree the level of support to be provided with operational managers to meet operational needs within the resources available. 4. Monitor and improve customer satisfaction levels for all services. 5. Use innovative tools and techniques of analysis to anticipate issues arising and give advance warning of possible problem areas before they can impact on the service levels. 6. Plan for an ongoing programme of business rationalisation. 7. Ensure maximum service availability for all key business applications. 8. Interpret legislative changes to computer applications and implement these changes in a timely manner. 9. Represent the Council away from the workplace in meetings, seminars, user groups etc, taking a lead role in the strategy and development of new service technologies. KEY RESPONSIBILITIES D:\Internet_Draft\Jobs\Documents\IT001151JDM23_15551.doc Page 1 of 5
People Ensure that staff and key stakeholders are briefed appropriately in relation to Council wide communications and matters relevant to the Service area. Responsible for the management and implementation of the Council s policies including Grievance, Disciplinary, Sickness and Capability, Equality and Diversity. Responsible for the supervision, training and development of immediate subordinates. This includes Performance Appraisal and Development, allocating work to and evaluation of activities and working method Ensure the first level of subordinates work with the appropriate sections for the induction, appraisal and management of staff performance to the Council s standards. Organise and manage suitable on the job training for all staff and identify continuing staff development needs and opportunities. Ensure the health, safety and welfare of employees by adhering to the organisation s Health & Safety policies and procedures. Has a staffing budget for 50 staff. Financial Strategic Contribute to the development of the Council s ICT Business Strategy e.g. investment recommendations. Ensure that subordinate staff within Line of Business/Service Desk service assist in the development and implementation of strategy. Research new technologies and interpret their functionality whilst investigating supplier s roadmaps with regard to future products. Significantly contribute to the development of the Council s ICT Strategy 3-5 years in advance. Resources Responsible for the on-going support of the Council s business applications. Lead, motivate and manage the team to ensure high quality, improving services are delivered, monitored and reviewed. Develop Application Services to enable the delivery of additional and enhanced services and functionality within the resources available. Planning and Organising D:\Internet_Draft\Jobs\Documents\IT001151JDM23_15551.doc Page 2 of 5
Short-term day-to-day fixes. Medium-term in terms of application rationalisation. Advise, negotiate, influence and guide 3 rd party application procurement and to also cover integration issues, standards issues, delivery timeframes etc. Forecast, plan, develop and co-ordinate service provision over the term of the Service Level Agreement (SLA) (2 years plus) to ensure SLA targets are met. Work with Heads of Service to ensure the use of ICT resources is properly planned and delivers the highest benefit to the Council in terms of service delivery and cost reduction. Decision Making Raise the overall quality standards in management, improvement and efficiency in infrastructure in line with the ICT Strategy. Responsible for ensuring that work is completed in a timely fashion and that standards and quality are continuously monitored and improved in line with current performance standards and available resources, utilising performance management as a positive and effective tool. Expected to be effective at acquiring an understanding of a problem and to devise new and innovative approaches pertinent to the situation. Significant level of decision making in terms of internal customers. EXPERIENCE, QUALIFICATIONS, KNOWLEDGE AND SKILLS Essential Criteria Qualifications and experience relevant to the realm of technical expertise for the role (minimum Degree or significant managerial experience). Excellent interpersonal, communication and negotiation skills. Proven Experience of: - o The planning, delivery and maintenance of key business applications in a large complex organisation. o Managing and developing individuals/teams/multiple teams to deliver corporate objectives. o Identifying service weaknesses to lead continuous service improvement. o Motivating, training, mentoring individuals/multiple teams. o Conducting staff appraisals and regular performance reviews. D:\Internet_Draft\Jobs\Documents\IT001151JDM23_15551.doc Page 3 of 5
o Applying corporate HR policies, including capability and disciplinary procedures. Strong customer focus with experience of customer relationship management and customer care. Resource allocation and monitoring. Effective time management. Highly motivated and capable of motivating and mentoring others. Negotiation. Strong decision making skills and the ability to lead in a crisis. Be able to explain complex information in simple terms. The ability to manage risk. Desirable Criteria Management qualification. Chartered Engineer status or equivalent awarded by an approved professional association, e.g. BCS, IET, IEEE. Experience of budget forecasting and monitoring. Prince2 qualification, ITIL qualification. Experience of using industry standard application development methodologies and documentation standards in a large, complex organisation, e.g. Rational Unified Process, Agile Unified Process, RAD, SSADM, DSDM. No additional work elements. ADDITIONAL WORK ELEMENTS NOTE: The job role holder may be required to undertake other reasonable duties commensurate with the job role descriptor grade as directed by the Head of Service. This job role profile will be reviewed regularly and may be subject to amendment or modification at any time after consultation with the post holder. It is not a definitive statement of procedures and tasks, but sets out the main expectations of the Service in relation to the post holder s responsibilities and duties. D:\Internet_Draft\Jobs\Documents\IT001151JDM23_15551.doc Page 4 of 5
Elements of this job role profile and changes to it may be amended in light of organisational and service requirements. Signed Head of Service Date ----------------------------------------------------------- --------------------------------- D:\Internet_Draft\Jobs\Documents\IT001151JDM23_15551.doc Page 5 of 5