ICT operations manager (service management)

Job purpose

The ICT Operations Manager (Service Management) will act as one of two deputies to the ICT Director, who together will help shape the future ICT strategy for the Development Bank. Responsibilities include management of a number of strategic technological service providers, in what is predominantly an outsourced delivery model, and a small internal team. In co-operation with the ICT Operations Manager (Technology), the role holder will manage the ongoing delivery of ICT Services, liaising with colleagues in the wider business to ensure ICT services support business needs and reporting on the performance of the Development Bank's ICT service portfolio.

Main duties and responsibilities

• Work with the ICT Director and wider ICT team on the specification, design, development and implementation of the ICT strategy
• Develop and maintain effective relationships with ICT service providers to ensure ongoing service delivery, performance and return on investment
• Work closely with colleagues in the wider business to ensure ICT services continue to meet business requirements
• Drive a culture of continuous service improvement, specifically in the areas of process efficiencies, documentation, risk management, adherence to rigorous project management methodologies and ongoing governance and compliance
• Manage, coach and mentor a team of technical ICT specialists
• Own the production of ICT related management information to report on departmental performance against agreed SLAs, KPIs and adherence to budget
• Any other task as may be defined by the ICT Director to meet operational needs

Knowledge, skills, abilities and experience

Essential 

• Proven leader/manager of multi-disciplined ICT teams with experience of both outsourced and internal service delivery
• Excellent interpersonal verbal communication and influencing skills
• Very high standard of written communication skills to cater for a variety of audiences
• Broad understanding of Microsoft Azure cloud services, hybrid cloud environments
• Broad understanding of Business Continuity and Disaster Recovery principles
• Broad understanding of current networking and security considerations and best practices
• Broad understanding of ITIL Service Management and waterfall/agile project management methodologies, with corresponding accredited qualifications
• Proven ability to deliver complex ICT projects to time and cost
• Demonstrable wide ranging technical experience, with corresponding relevant technical accreditations
• Experience of coaching and mentoring team members
• Problem solver with the ability to analyse situations or issues, capture current process states, identify future requirements and deliver practical, high quality solutions
• Ability to prioritise and organise work under pressure and determination to complete tasks to a high standard with measurable success
• A flexible approach to working hours

Desirable 

• Degree level educated
• Understanding of the TOGAF (The Open Group Architecture Framework) and Enterprise Architecture
• Understanding of the key elements of data management best practices and governance
• Experience of Digital Transformation initiatives
• Understanding of business analysis and change management processes
• Experience of Government procurement frameworks and contract/specification design
• Experience within financial or professional services companies

Apply

To apply for this role, please go to https://recruitment.developmentbank.wales/