Post No: Grade:
Head of Service Delivery
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
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
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.
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
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
12. Contributes to problem resolution activities under the direction of the
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.
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
requests for incidents and problems with the Council’s server or database
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
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).
27. Benchmarks costs and performance of servers and storage systems with
a view to improving return on investment in consultation with the Technical
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
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
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
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.
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
Additional Duties and Responsibilities
1. Implements the Council’s Core Values and Leadership and Management
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
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
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
LONDON BOROUGH OF TOWER HAMLETS
CHIEF EXECUTIVE’S DIRECTORATE
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
1. To be considered for this role, candidates must:
Have a relevant Microsoft certification; either Microsoft
Certified System Engineer (MCSE) or Microsoft Certified
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+
Be used to meeting performance targets for both
operational service delivery and project delivery
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
3. The successful applicant is likely to be:
A team player
1. KNOWLEDGE Essenti
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.
Knowledge of relevant customer and best practice
processes (e.g. ITIL, ISO20000, IIP, PRINCE2) in
relation to the post.
An up-to-date understanding of the principles and
capabilities of relevant ICT standards, technology and
Knowledge of methods and techniques for risk
management, business impact analysis, countermeasures
and contingency arrangements relating to the serious
disruption of IT services.
Knowledge of large organisations and the likely business
impact of different scales of disruption to ICT application
or infrastructure services.
Knowledge of the ICT infrastructure and critical
application systems used within a complex organisation. E
Knowledge of a variety of operating systems, hardware
platforms and database management systems together
with relevant aspects of interoperability.
Familiar with principles, methods, techniques and tools for
the preparation and monitoring of budgets to minimise
costs and ensure cost-effectiveness.
2. LEADERSHIP AND MANAGEMENT
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.
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
Acts as an advocate and a team player on management
teams promoting collaborative working to achieve the
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.
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
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.
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.
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
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
A proven track record of sustained and successful service
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
Experience of managing multi-disciplinary teams in a
large organisation. E
Experience of planning and managing a mixed and varied
workload of conflicting priorities, redeploying resources as
required, responding effectively to the needs of all
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
Significant experience of methods, techniques and tools
for operations management including planning, E
organising, resourcing, directing, co-ordinating and
monitoring ongoing (non project) activities.
Significant experience of the provision of services for
server administration, server backup, file recovery,
software updates, and directory administration.
Significant experience of “system” software, database
administration, disaster recovery and business continuity
processes as part of the operation of a computer
Experience of access control systems and the
management of secure computer room environments. E
Experience of performance and availability management
tools and techniques. E
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
Experience of operational resolution of incidents and
problems with servers, databases or storage. E
Experience of SAN systems administration and storage
capacity planning. E
Experience of management of contracts with partners and
Experience of contributing to business cases.
Educated to at least A level standard or holds an
equivalent level of vocational or professional qualification. E
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