Role Purpose:
To develop, manage and co-ordinate the critical activities of assigned applications lifecycle management and service delivery, providing day to day support for the applications and related software, implementing and transitioning to new technical solutions, adopting best practice application operation and exploiting new technologies including 3rd Party Supplier Management. To maintain a Centre of Excellence and Best Practice in Applications Service Delivery by improving the technical performance of current applications and associated integrated technologies. -Resolution of incidents and service requests as timely as possible and within agreed SLAs and KPIs - Escalation of problems and/or capacity issues to the MySurrey Customer Engagement Team Leader - Flexing to support the MySurrey MI, Security & Problem Management team as directed by the MySurrey Customer Engagement Team Leader The Customer Value of this role is to resolve tickets. The focus is Service Requests & Incidents.
Work Context:
The Orbis partnership comprises of Surrey County Council, East Sussex County Council and Brighton & Hove City Council working in partnership with the core functions of Internal Audit, IT & Digital and Procurement. The approach for the partnership has a greater focus on being "service-led" rather than "partnership-led". This means that the partnership activity will focus on those activities which support what it means to be part of an integrated service rather than what it means to be part of the partnership overall. This role is part of the Enterprise Applications and Portfolio Group which sits in the Enterprise Technology, Systems and Projects team within the Orbis IT & Digital Service. This Service provides mission critical operational support, innovative project delivery and dynamic strategic leadership that underpins delivery of the business priorities and service outcomes for the Orbis partner authorities and customers. This role may require travel across the Orbis geography as it will support a wide range of customers and teams across all three partners.
Line management responsibility:
May matrix manage a small team (up to 6 employees) across Orbis.
Budget responsibility:
Staffing budget of £100k Will have a direct influence on how the budget (£4.5m) will be spend in relation to tools and services in the area of responsibility.
Representative Accountabilities:
Planning & Organising
- Implement countywide strategies and support the development of long term planning.
- Lead projects and reviews within a technical area of work to support and enhance service delivery.
Policy & Compliance
- Provide technical advice and recommendations within defined policy and procedures to ensure compliance with relevant legislation, policies and industry standards.
- Maintain, develop and review systems, processes, procedures and working methods to maximise service delivery, quality, efficiency and compliance. People and partnerships
- May manage a team operating in a specialist area or oversee the delivery of a range of support services to a service or function.
Resources
- Assist with budget/resource/ funding management in accordance with the organisation's policies and procedures.
- May have delegated responsibility for a budget(s).
Analysis, Reporting & Documentation
- Assess or conduct analysis, presenting results and putting forward recommendations on managing more complex situations to support decision making.
- Analyse and make recommendations for improvement or development of existing systems, processes or policy.
Duties for all Values: To uphold the values and behaviours of the organisation.
Equality & Diversity: To work inclusively, with a diverse range of stakeholders and promote equality of opportunity.
Health, Safety & Welfare:
Responsible for ensuring health and safety policies, procedures and legislation are implemented, communicated and managed including making sure that health and safety responsibilities are fully understood and carried out by employees within their service area. . To have regard to and comply with safeguarding policy and procedure as appropriate.
Personal Characteristics:
- Significant practical or professional experience and understanding of a specialist area or supporting service teams and/or providing support to the public.
- Comprehensive understanding of subject matter, legislation, principles and practices relevant to the technical area.
- May require previous management experience including staff supervision, development and organisational skills.
- Proven ability to apply project management principles and techniques to manage a range of projects through to completion.
- Proven ability to establish and maintain highly effective working relationships with a range of stakeholders.
- Comprehensive knowledge of computerised business systems.
- Proven written and oral communication with the ability to influence and work in collaboration with others.
- Proven problem-solving skills, and the ability to exercise high levels of initiative to devise and implement workable solutions.
Details of the specific qualifications:
Experience of the below ITIL4 processes is required for this role:
- Service Desk
- Service Request Management
- Incident Management
- Problem Management.
Demonstrable experience of the below technologies is required for this role:
- Unit4 ERP: Financial Planning & Analysis, HR, Payroll and Proactis
- Cherwell
Connect2Surreyis a trading style of Surrey & Kent Commercial Services LLP - A joint venture between Surrey County Council & Commercial Services Kent Ltd. Connect2Surrey is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.