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The Head of Service Assurance is responsible for providing a resilient, reliable and effective information communication and technology service so that all staff are able to rely upon the technology required on a daily basis that helps them to do their work and ultimately supports the strategic aims. They will interface directly with the business for feedback, issues and requests in relation to IT service levels.
Education and Qualifications
•Master Degree in a relevant subject or equivalent (or equivalent experience)
•IT Service Management (ITIL V3) – Manager’s Bridge
•Vendor qualifications at Certified Professional and/or Specialist level (eg Microsoft Certified IT Professional (MCITP))
•Qualification at QCF level 4 in management or equivalent (or equivalent experience)
•5 years of technical management in a senior role
•Experience and management of outsourced services and managed service that require working across boundaries
•Experience in managing strategic change in a dynamic operating environment
•Experience of designing and managing a complex network and desktop infrastructures
•Experience of managing staff in a technical support team providing a customer-focused support environment•Experience of contingency and disaster recovery planning
Skills and knowledge
•In depth knowledge of use of IT and Information in developing organisations
•Working on highly complex IT related projects through complete life cycle
•Technical knowledge of ICT outsourced and managed services
•IT infrastructure and related systems; networks, servers, operating systems, Pcs, core applications and utilities, telephony etc.
•Ability to understand and interpret high complex IM & T functionality issues
•Change management in a complex and demanding environment
•Knowledge of project approaches and techniques
•Specialist technical skills in the configuration and management of network equipment.
•In depth knowledge of desktop operating systems, so that complex user problems can be quickly diagnosed and resolved.
•Strategic and operational understanding of the key issues and how local initiatives could support those issues
•Practical and working knowledge of Microsoft Office Products at an expert level.
•IT security process
•Working knowledge of ICT systems
•Able to communicate complex concepts, statistics or technical information in a way suitable for the intended audience.
•Good written communication skills.
•Extensive ICT knowledge across many areas
•Strong communications skills, verbally and written.
•Strong people management skills
•Initiating, assembling and managing resource budgets of staff, capital and non capital assets from a variety of sources to deliver service and associated projects
Free Job description ICT Head of Service Assurance
Managing Partnership (Supplier) Relationships
•Build and develop effective and collaborative relationships with Third Party Suppliers
•To work in partnership with Third Party Suppliers in order to translate ICT strategy into resilient services that are accessible to all users
•To be a leading authority of all aspects of ICT service Delivery utilising and promoting best practice methodology with internal and external partners
•Work in partnership with the Commercial Specialist Team to Establish Service Level Agreements (SLAs) with external suppliers of ICT services
•Draw up new Service Level Agreements (SLAs) with all suppliers of services (internal and external).
•To set up the monitoring and reporting of Key Performance Indicators (KPI’s) and to carry out performance management of these, regular communications with external stakeholders will relate to performance
•Performance reporting will be established and regularly monitored to ensure service and identify barriers to success
•Manage all SLAs and contracts through monthly, quarterly and annual service reviews with all suppliers. which may include imparting unwelcome news to Senior Managers, Senior Managers and Clients.
•Establish quarterly contract/performance review framework and make recommendations for improvements/changes as appropriate
•Support the Commercial Specialist Team with the update and maintenance of a contracts/SLA database which contains all key information required for full life-cycle management
•Undertakes and supports any audit requirements and initiates any action to improve service delivery
•Cultivate strong working relationships with Directorate and Senior Leadership teams across with a view to achieving continual improvement and value for money in IT services
•Monitor and review that contracts are conducted in accordance with contract law, seek advise and guidance from Commercial Specialist Team where appropriate
•Adhere to Commercial Management standards/principles ensuring that Contracts are carefully managed through their complete life-cycle and in accordance with regulatory and contractual requirements
•Encourage the review contracts by informing and advising the Commercial Specialist Team of business performance
•Provide a healthy challenge to ensure contracts are continually assessed for value for money and that savings are made where possible without compromising service; to the contrary, service improvements should be achieved wherever possible.
•There will be a frequent requirement for prolonged concentration, working with analysis, information and data on a regular basis.
•Contribute to effective communications with Business Engagement, both within and between its various service delivery partners, so that all service changes and implementations are provided as seamlessly and effectively as possible
•To ensure that adequate documentation, information repositories, staff training and other items essential for knowledge gathering, transfer and retention are in place throughout the full lifecycle for all supported systems and services
•To follow any budget monitoring processes required, in order to effectively track and manage value for money on Third Party contracts
Service Delivery (Business As Usual throughout transition to external supplier)
•To lead the ICT service function and services team in delivering a World Class ICT service
•To manage the delivery of high quality service levels to all ICT users in the organisation
•To manage the ICT Service Department, planning the workload and optimising the balance between best use of resources, meeting user demands and maintaining consistent service levels across
•To ensure that the members of the team are appropriately skilled and that they adhere to ICT standards
•To provide technical leadership, advice and guidance to staff within the ICT
•To liaise between system suppliers, users, managers, ICT and other stakeholders in defining and delivering their ICT infrastructure
•To work collaboratively with Senior Managers (Business Engagement) to establish and manage effective communication on all aspects of ICT support with the wider organisation
•To ensure all work is in accordance with the organisation's policies, current legislation and best practice
•To ensure that systems are kept up to date to support the provision of performance statistics, and to monitor overall performance, using statistical information
•To produce operational reports, summaries and analysis of activity as required by the organisation
•To provide progress reports to ICT Directorate and management as appropriate, and ensure they are informed of any potential problem areas
•To assess the risks posed to the organisation through virus attacks, spy ware, etc. and to propose, deploy and manage specialist security products to protect against such attacks
•To formulate and manage sound resilience strategies to ensure adequate fall-back in the event of a disaster
•Work in partnership with Senior Management (Project/Programmes and Business Engagement) to consider the impact of changes to the ICT infrastructure on service delivery and patient care and agree the most appropriate time for infrastructure to be installed, or decommissioned for repair or replacement.
•To oversee the administration and maintenance of the network infrastructure
•To perform testing and appropriate repairs on a range of network equipment, including, switches, routers, firewalls and wireless LAN equipment
•To oversee network design plans, working with Senior Managers across ICT to ensure compliance with the ICT strategy
•To contribute to the production of investment cases (with Business Engagement) for the continued support and enhancement of the infrastructure to ensure new business requirements can be met
•To evaluate new hardware and software products and services, and to identify opportunities for improving value for money through the deployment of these new technologies
•Apply managerial leaderships skills to create opportunities for the development of projects which will impact positively and improve the user experience across
•Identify and interpret local and national policy changes and directives, and assess the impact on ICT operations and surrounding processes.
•Responsible for prioritising and planning own and the team’s work, and providing input to the prioritisation of projects and programmes proposed and/or underway
•Acts as a recognised point of contact for advising on queries covering their area of responsibility from internal and external sources. Establishing the ICT Service Team the “go to” team for advice on such matters
•Provides and receives highly complex, high sensitive or highly contentious information where barriers to acceptance need to be overcome using high levels of interpersonal and communications skills.
•Produce and deliver in depth reports and/or presentations to and across including Directors, leadership teams and external parties on any aspect of the work undertaken as described herein when necessary
•To work in partnership with others and as part of cross directorate teams (Project/Programmes) to deliver successful outcomes
•Provides effective direction, leadership and management to staff which promotes high performance standards both individually and as a team, in the achievement of ’s objectives and priorities
•Playing an active role to make sure the existing areas of good employment practice are universally embedded across the organisation
•To work and act autonomously guided by organisation and department policy in the creation of artefacts to support the customer requirements or the delivery of improvements
•Establish the most effective delivery approach and methodology that will be used to support the delivery of all key initiatives
•Balance workload and is able to provide a value judgment of priorities based upon information from various stakeholders
•Exercise significant levels of autonomy and initiative, making decisions and judgments related to each project
•Demonstrate capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales
•Understand the Organisations key priorities and how these translate into own service
•Ensure clarity and effectiveness in developing and designing solutions/interventions
•Promote an effective team ethos and ensure adequate resource for team to function effectively
•Responsible for the Implementation of an ethos of continual Improvement within own team and contribute to overall organisation targets and work to ensure retention of the team so as to retain specialist skills.
•Encourages innovative and creative thinking for team and individuals to improve upon their service delivery and quality
•Is aware of their own development requirements and actively seeks development opportunities for themselves and their team.
•To actively manage and support the development of individuals and the team through appraisal, personal development planning, coaching and mentoring
•Ensures team receives regular appraisals and agree on the most appropriate development opportunities considering individuals continual professional development (CPD) as well as maintaining service needs
•Ensure staff have access to appropriate training and development which help to develop both self and the organisation
•Communicate regularly through meetings with teams and individuals
•Provide opportunity for two-way feedback
•Ensure management of staff is consistent with the organisations HR Policies to the achievement of equality, equity and optimum performance
•Provide continual development support within the team by providing support and on the job training
•Participates in the recruitment, interviewing and selection of staff as and when necessary
They will work in partnership with Third Party suppliers to ensure has the most effective systems, information and technology services in place.
The Head of Service Assurance is responsible for:
•Working with the senior management team, managing, directing, developing and implementing the ICT technical strategy, in partnership with our suppliers, so that it evolves in line with national, regional and local requirements and the organisation’s corporate strategies and objectives
•Working closely with all IT users across the organisation to ensure service satisfaction and appropriate levels of robustness for all IT applications
•Performance managing third party IT supplier contracts and interaction with all departments to ensure delivery against pre-defined criteria
•Building and sustaining relationships with IT users
•Managing software licences (those that are retained by and monitoring compliance by our suppliers in relation to licenses managed by them)
•Line management of systems support team and service assurance managers