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Head of Service Delivery


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  • 1. JOB DESCRIPTION Post Title: Operations Manager Post No: Grade: P06 Directorate: Resources Service: ICT Section: Service Delivery Responsible to: Head of Service Delivery Responsible for: Operations Specialists Purpose of the job: 1. Takes responsibility for the specification and design of the operations environment within the organisation working with the Technical Architect and outside the organisation with the community to exploit the infrastructure for the good of the Council and its partners. 2. Supports the Head of Service Delivery in achieving the exploitation of operations technologies that will facilitate meeting strategic business needs. 3. Takes overall responsibility for the management of ICT Operations function covering the packaging, installation, upgrading, operations management and maintenance of servers, storage and database management systems and managing relationship with 3rd party suppliers (infrastructure and database suppliers). 4. Provides expert advice and ensures that appropriate standards are adhered to. Ensures that adequate technical resource is available to undertake technical project work. Develops a centre of excellence in operations management, providing professional direction and motivation to a team of operations staff. 5. Plans the infrastructure necessary to meet service level agreements and participates in their negotiation. Undertakes the regular review of the effectiveness of the operations services ensuring high availability, capacity and continuous service improvement and value for money. 6. Ensures that all requests for operations support are dealt with according to set standards and procedures. Complies with ITIL processes in carrying out role. Contributes to problem resolution working with the Problem Manager and collaborating with appropriate colleagues. Main duties and responsibilities 1. Within a budgetary framework and with full accountability, takes management responsibility for the ICT Operations function covering the installation, consolidation, migration, upgrading, operations management and maintenance of servers, storage and database management systems within the framework of the work-commissioning programme. head-of-service-delivery4074.doc 1
  • 2. 2. Takes responsibility for the packaging, deployment, installation, upgrading, operation, control, maintenance and effective use of ICT components in the context of server and storage management. Monitors their performance and maintains relevant CMDB items. 3. Liaises with the Desktop Manager to plan the deployment of packaged software to the desktop. 4. Works with the Technical Architect to evaluate, select, procure and install appropriate tools to maintain awareness and control of hardware and software. 5. Develops, negotiates and agrees schedules and priorities for applications, with respective users, contributing to Operational Level Agreements, in line with Service Level Agreements. 6. Manages a staff rota to ensure service cover and availability as required by service level agreements. 7. Reports accurately and effectively on work performed. 8. Ensures that levels of service quality and availability meet or exceed any Service Level Agreement requirement or organisational target, minimising any response time and problem resolution time. 9. Ensures that procedures and working practices for the efficient and effective running of all tasks associated with operating and controlling the installed hardware and software are developed, maintained and adhered to. 10. Working with the Technical Architect, proposes design enhancements, capacity changes, contingency and recovery arrangements as required, to ensure that service targets are met within the organisation’s planned budget. 11. Ensures the investigation and diagnosis of operational incidents. Resolves such incidents, including any capacity and availability management issues (in conjunction with the Technical Architect) to maintain overall performance. 12. Contributes to problem resolution activities under the direction of the Problem Manager. 13. Takes responsibility for the management of database administration including the configuration, installation, database tuning and sizing, upgrading software and patch fixes, and the maintenance of relevant documentation and procedures (including routine housekeeping). Ensures third party suppliers comply with required changes. 14. Manages the provision of services and upgrades relating to outsourced areas of server management. 15. Manages bulk-printing requirements. head-of-service-delivery4074.doc 2
  • 3. 16. Ensures the monitoring of database and infrastructure usage, the optimisation of performance and the efficient allocation of system storage; and plans for forecast resource needs. 17. Ensures server uptime, stability and security. Works with the Technical Architecture to provide ICT security technical assurance, implementing security requirements into operational services. 18. Responds within Operational Level Agreements to 2nd and 3rd line support requests for incidents and problems with the Council’s server or database infrastructure. 19. Ensures regular backup and recovery of database information, the regular testing of recovery plans and their implementation when necessary. Ensures backup of application servers as required. 20. Acts as the lead technical adviser on all matters relating to server, storage and database management. Provides advice and guidance on the design and development of new and changed systems to optimise operational efficiency. 21. Ensures that appropriate software and specialist monitoring tools are used to maintain awareness and control of hardware and software. Monitors exceptional incidents and working with the Problem Manager conducts or initiates investigations on system performance. Proposes and implements consequent improvements working towards industry top benchmark targets. 22. In consultation with others, including user representatives, facilities managers and contractors, plans, schedules and oversees all maintenance and installation work, including major configuration changes and upgrades. Ensures that all such tasks and procedures are carried out effectively and efficiently to agreed levels of service. 23. Contributes to maintaining a risk management programme. In the event of a crisis, minimises its effect and manages resolution so as to bring the situation to a satisfactory conclusion. 24. Works with Technical Architect to ensure ICT Service Continuity and Disaster Recovery of the server, storage and database components of the ICT infrastructure. Ensures that changes to the ICT infrastructure are consistent with the technology architecture and provides technical assurance to the Change and Configuration Manager. 25. Works with the Release Manager to ensure successful scheduling, packaging, testing, configuring and deployment of changes to the infrastructure, developing and running back out plans if required. 26. Takes overall responsibility for safety, operational security, environmental control equipment and computer rooms (in conjunction with the facilities management function) and the negotiation and monitoring of service supplier contracts (in conjunction with the Performance Manager). head-of-service-delivery4074.doc 3
  • 4. 27. Benchmarks costs and performance of servers and storage systems with a view to improving return on investment in consultation with the Technical Architect. 28. Develops own continuous service improvement plan and contributes to overall ICT service improvement planning. 29. Works with the Technical Architect to implement infrastructure management tools and techniques and improve service delivery. 30. Oversees the user administration service for the servers and databases. 31. Maintains hardware store, standard builds and definitive software library with respect to servers and storage components. 32. Establishes and maintains effective corporate processes, procedures and a knowledge repository for the management of the Council’s servers, databases and storage solutions. 33. Directs the Desktop Manager in the management of distributed servers, local file and print servers, etc as required. 34. Establishes and operates systems to monitor progress, take corrective action and produce reports as required by senior management. 35. Contributes to Service Delivery management working as a team with peers. 36. Delivers the priorities set out in the ICT Strategic Plan and overall targets and aspirations of the Council by implementing designated objectives within the annual ICT team plan. 37. Plays an active part in relevant policy making and overall management of ICT within the organisation. 38. Manages allocated teams, setting standards of performance and objectives (both collective and individual) in line with service objectives and ensures that these are achieved through the application of performance management. 39. Reviews performance indicator data; ensuring systems are in place; that the required data is collected and submitted in timely fashion; and ensures that a mechanism is in place for regular review of key customer service requirements. 40. Manages resources, including planning and estimating of resource requirements and their effective deployment. 41. Takes responsibility for communication and ensures high standards of communication through effective use of ICT and team meetings as defined in the Communications and Performance frameworks. head-of-service-delivery4074.doc 4
  • 5. 42. Manages any delegated budget in accordance with the Council’s standing orders and financial regulations, obtaining value for money and the optimisation of income where applicable. 43. Manages ICT risks and mitigation related to the purpose of the job. 44. Takes accountability for the delivery of projects, ensuring time, cost and quality standards are met. 45. Adopts industry best practice for ICT service management (ITIL) and promotes and delivers continuous service improvement. 46. Ensures that the services provided are flexible to meet the changing needs of the Council, its users and its multi cultural community, whilst fulfilling statutory responsibilities. 47. Encourages collaborative and consistent working practices across ICT teams by aiding the development of a ‘one ICT service’ culture across the Council. Additional Duties and Responsibilities 1. Implements the Council’s Core Values and Leadership and Management Framework. 2. Motivates, trains and empowers staff to optimise their skills and output and to promote effective employee relations and alignment with the corporate Learning and Development Strategy; provides leadership, direction and support to all team members ensuring that the highest professional standards are observed. 3. Supports organisational change ensuring appropriate systems of performance and development, communication, quality measures, monitoring and review are in place as defined in the Council’s organisational change guidelines. 4. Ensures that all duties and responsibilities are discharged in accordance with the Council’s Health and Safety at work policy. 5. Complies fully with the Council’s Equal Opportunities Policy and assists with its development and promotion within the service. 6. Complies with responsibilities under the Data Protection Act and Freedom of Information Act as supported by the Council. 7. Complies with responsibilities under the Information Security standard and any others such standard that the Council adopts. 8. As directed, undertakes such additional duties and responsibilities that may arise from time to time and are commensurate with the grade of the post. head-of-service-delivery4074.doc 5
  • 6. 9. Deputises for line manager as directed. This job description sets out the overall scope of the role. Detailed specific activities may be discussed and agreed as part of the PDR process. head-of-service-delivery4074.doc 6
  • 7. LONDON BOROUGH OF TOWER HAMLETS CHIEF EXECUTIVE’S DIRECTORATE PERSON SPECIFICATION JOB TITLE: Operations Manager POST NO.: DEPARTMENT: ICT GRADE: PO6 The Person Specification is a picture of skills, knowledge and experience needed to carry out the job and will be used in the interview process. You should demonstrate on your application form how you meet the highlighted criteria. All highlighted criteria are ‘essential’. 1. To be considered for this role, candidates must: Have a relevant Microsoft certification; either Microsoft Certified System Engineer (MCSE) or Microsoft Certified Professional (MCP) Substantial experience of successfully managing a technical operations team Substantial experience of successfully managing a high availability data centre serving 2,000+ users and 100+ server-based applications Be used to meeting performance targets for both operational service delivery and project delivery head-of-service-delivery4074.doc 7
  • 8. Have managed a multi-site environment with servers located at the remote locations Be able to demonstrate that they have developed a cohesive and effective technical team that is fully able to meet the challenges of a high availability environment Be able to demonstrate that this experience is recent Hold or be prepared to be submitted for CRB clearance 2. Beneficial additional skills and experience include: Experience of managing a multi-platform environment such as Microsoft, Unix and Linux. Holding a recognised ITIL qualification or having experience of working in an ITIL environment. 3. The successful applicant is likely to be: Customer focused Self starting A team player 1. KNOWLEDGE Essenti al 1.1 An understanding of the organisational and political environment, demonstrating knowledge of the relevant statutory and financial framework within which local authority ICT services operate and of emerging national agendas, best practice and policies. E 1.2 Knowledge of relevant customer and best practice processes (e.g. ITIL, ISO20000, IIP, PRINCE2) in relation to the post. E 1.3 An up-to-date understanding of the principles and capabilities of relevant ICT standards, technology and systems applications. E 1.4 Knowledge of methods and techniques for risk management, business impact analysis, countermeasures and contingency arrangements relating to the serious disruption of IT services. E head-of-service-delivery4074.doc 8
  • 9. 1.5 Knowledge of large organisations and the likely business impact of different scales of disruption to ICT application or infrastructure services. E 1.6 Knowledge of the ICT infrastructure and critical application systems used within a complex organisation. E 1.7 Knowledge of a variety of operating systems, hardware platforms and database management systems together with relevant aspects of interoperability. E 1.8 Familiar with principles, methods, techniques and tools for the preparation and monitoring of budgets to minimise costs and ensure cost-effectiveness. E 2. LEADERSHIP AND MANAGEMENT FRAMEWORK 2.1 Upholds the Council’s core values and abides by the expected standards defined in the Core Values and Leadership and Management Framework with particular regard for the behaviours set out below. E 2.2 2.3 2.4 2.5 Engaging With Others Delegates tasks and responsibilities effectively giving clear direction to others who are required to undertake tasks, demonstrating leadership and motivational skills. Takes responsibility for effective performance management of direct reports Maintains customer focus on all decisions and actions, engaging appropriately with internal customers for the good of citizens and businesses. Has personal credibility and the ability to challenge effectively and influence and persuade to take a specific course of action when there is no direct line of command or control. Acts as an advocate and a team player on management teams promoting collaborative working to achieve the council’s objectives. Works effectively on an inter-service and inter-agency basis maintaining high standards of personal integrity and good relations with Government departments, other local authorities, partnerships, inspectors, auditors, financial and professional bodies. E E E E head-of-service-delivery4074.doc 9
  • 10. 2.6 2.7 E E 2.8 2.9 2.10 2.11 Achieving Results Maintains a strategic perspective, keeping overall objectives and strategies in mind, and not being deflected by matters of detail. Maintains a positive and flexible approach, which takes account of new information or changed circumstances and modifies understanding of a problem or situation accordingly. Leads or contributes to change activities including those designed to develop the organisation or ICT service. Checks progress against targets, reporting as necessary; takes timely decisions and actions to resolve exceptions, demonstrating tenacity and drive to deliver outcomes. E E E E 2.12 Valuing Diversity Demonstrates the ability to reflect equality and inclusion issues in all aspects of work. Fully committed to the principles and practice of Equal Opportunities and to tackling inequalities. E head-of-service-delivery4074.doc 10
  • 11. 2.13 E 2.14 2.15 2.16 Learning Effectively Takes the initiative to keep both own and subordinates’ skills up to date and to maintain awareness of developments in ICT and takes responsibility for professional development. Able to advise and develop others by helping them to understand their values, needs, goals and limitations as well as advising them how they can develop their effectiveness to the limits of their ability. Shares and exchanges information and knowledge readily. E E E 3. EXPERIENCE 3.1 A proven track record of sustained and successful service improvement. E 3.2 A proven track record in managing high value, high impact projects on time and on budget; or high value, critical services with demonstrable service development and improvement. E 3.3 Experience of managing multi-disciplinary teams in a large organisation. E 3.4 Experience of planning and managing a mixed and varied workload of conflicting priorities, redeploying resources as required, responding effectively to the needs of all customers. E 3.5 Experience of persuasive report writing and communications for a variety of audiences, demonstrating high levels of numeracy and literacy, and the ability to apply expert knowledge to generate arguments, options and recommendations in a clear, concise and coherent manner. E 3.6 Significant experience of methods, techniques and tools for operations management including planning, E head-of-service-delivery4074.doc 11
  • 12. organising, resourcing, directing, co-ordinating and monitoring ongoing (non project) activities. 3.7 Significant experience of the provision of services for server administration, server backup, file recovery, software updates, and directory administration. E 3.8 Significant experience of “system” software, database administration, disaster recovery and business continuity processes as part of the operation of a computer configuration. E 3.9 Experience of access control systems and the management of secure computer room environments. E 3.10 Experience of performance and availability management tools and techniques. E 3.11 Experience of the control and management of IT assets (or configuration items) including hardware, software, documentation, services, suppliers and network facilities by the use and application of strict change management and recording. E 3.12 Experience of operational resolution of incidents and problems with servers, databases or storage. E 3.13 Experience of SAN systems administration and storage capacity planning. E 3.14 Experience of management of contracts with partners and suppliers E 3.15 Experience of contributing to business cases. E 4. GENERAL EDUCATION 4.1 Educated to at least A level standard or holds an equivalent level of vocational or professional qualification. E 5. CIRCUMSTANCES 5.1 5.2 Prepared to work outside normal working hours to achieve deadlines and to support specific implementations. Manage a team working to agreed rotas and where flexible working may be increasingly required. A satisfactory attendance record (normally less than 5 days absence in a year) but taking into account individual circumstances E E head-of-service-delivery4074.doc 12