JOB ROLE PROFILE AND PERSON SPECIFICATION

Post Title and Number:Server and Environments Functional Lead (NA16)

Present Grade: MM1

Department: FRCS

Service/Section/Team: IT

Reports to:ICT OperationsManager

Purpose of the Role:

The Server and Environments Functional Leadis a role within IT, reporting to the ICT Operations Manager, having accountability for managing the areas of infrastructure or application support, and development. They have an overarching responsibility for the day to day operational management of the Council's infrastructure or applications,installing, administering, and optimising mainlyAzure cloud based Microsoft Windows servers and related components to achieve and maintain high performance of business applications.

The post holder works under broad direction (work is often self-initiated), influences organisation, customers, suppliers, partners and peers on the contribution of own specialism, performs an extensive range and variety of complex technical and/or professional work activities, and advises on the available standards, methods, tools and applications.

The demands of this role involve managing a number of competing activities, at times with demanding deadlines, on a regular basis, with a range of complexities, from a complex to tactical, including decisions that could impact the delivery of the service to the whole Council.

In the absence of the ICT Operations Managerthis role will be required to deputise and act as the primary escalation point and communication channel to/from all other IT teams. This service may be provided 24 x 7 x 365. As such, there may be times when the post holder is required to be available out of hours, including weekends.

Additionally, the post holder leads and supervises the their own team, ensuring an appropriate allocation of work. The post holder also initiates and takes full responsibility for actions and decisions made by self and team members. The post holder is responsible for employee development, ensuring the team has an appropriate skills mix to meet and exceed service delivery requirements.

Dimensions including Structure Chart:
  1. Annual budgetary amounts with which the role is either directly or indirectly concerned:Up to £2m.
  1. Structure Chart:

  1. Number of direct reports:Up to 7.
  1. Nature of reporting relationship between post holder and line manager: Free of procedural control on day to day management of the IT operational service. Supports the delivery of the annual Operating Plan, reporting monthly.
  1. Any other relevant statistics. The role:
  • Role contributes to the result of the annual Operating Plan for the area within which they operate.
  • Plans, organises and controls the mid-term (annual) objectives of one or more teams, taking the those of the Head of Service and adapting them to one or more teams.
  • Communicates to Councillors, Directors and Assistant Directors. Communicates to own teams, with customers and suppliers. Influences to Assistant Director Level.
  • Technically proficient. Holds one or more technical qualifications in Service Management (ITIL) and Project Management (PRINCE2 or equivalent).
  • Able to analyse and evaluate situations, with input from senior colleagues, creating what-if scenarios, reasoning based on the information, experience and knowledge to arrive at one or more options, and draw effective conclusions, upon which to provide decisions at an operational day-to-day level.

Key Accountabilities
Accountabilities / Percentage of Time (%)
Team management /
  • Manage a team of server and environments staff, ensuring the customer receives a joined-up and reliable service and the service and the support tasks are managed and resolved to Operational Level Agreements OLA and Service Level Agreements SLA outcomes.
  • Sets clear objectives and targets for the team via the performance management framework and reviews progress against these.
  • Ensure skills and expertise in the team are current and reflective of the changes to the technical environment as investment in infrastructure is made.
  • To deputise for the ICT Operations Manager as necessary, on all matters relating to the service quality, procurement, supply and management of IT services
/ 10%
Stakeholder management /
  • Support the relationship between the business and IT in a transparent way
  • Liaise directly and/or with Business Solution Architect, with all business departments and develop relationships, to support delivery council business outcomes are reflected in ICT’s objectives
  • Manage development of service capacity by ICT
  • Work with Service Managers and Functional Leads to ensure delivery of all services
/ 15%
Service Operations Management /
  • Accountable for the operational server and environments service delivery across ICT and the rest of the organisation to ensure Council needs are met.
  • Act as escalation point to / from for the ICT service.
  • Manage the service as per agreed governance and operational activities in conjunction with other ICT functions, including:
  • Event Management (Monitoring)
  • Capacity planning
  • Availability monitoring and reporting
  • Performance monitoring and improvement
  • MS Azure
  • MS Office 365
  • File services
  • SME support
  • Virtual infrastructure management
  • Collaboration software management
  • Storage support
  • Backup management
  • Hardware support
  • Hosting
  • Environments management
  • Email management
  • Disaster recovery
  • Monitoring
  • OS management
  • Active directory services
  • Technical Architecture
  • Knowledge Management
  • Incident Management
  • Problem Management
  • Request fulfilment
  • Support continuous review of operational and performance insight, trend analysis and develop a coherent view of process, supplier and organisational performance across ICT
  • Support the Service Level Management Process, proposing options for change, manage performance and establish a continuous service improvement regime.
/ 40%
Change authority /
  • Change authority for Server and Environments.
/ 10%
Business change /
  • Control the lifecycle of changes relation to function
  • Be the Council’s expert in the business use of Server and Environments relevant systems, taking the initiative to keep skills up to date and to maintain an awareness of developments in the IT industry
  • Lead small business as usual projects such as
  • Maintain the inventory of server location and connections covering all of Enfield council’s operational locations. Own and update server names, locations, capacity, connections and third party support relationships and support activities.
/ 10%
Quality assurance /
  • Liaise between the Department and the Delivery Management and Programme delivery teams, ensuring the business of the Department(s) is supported by the function the post holder is responsible for and address/escalate concerns on non-delivery or poor performance of projects or systems through the relevant team managers within ICT
  • Ensure that the consistent delivery of solutions and services meet the quality requirements of the organisation and satisfy stakeholder’s needs
  • Effectively manage new and existing third party support contracts and suppliers. Assist with contract review meetings and monitor and improve support performance.
  • Approves invoices for support changes and commission quotes and surveys from suppliers.
/ 15%

Any other duties reasonably requested by management as required.

Carry out all accountabilities in compliance with the Council’s Policies and Procedures as required.

Key Relationships (Internal and External):

Internal

  1. Councillors
  2. Directorate Management Teams
  3. Oversight and Scrutiny Committees
  4. Audit and Risk Boards
  5. Heads of Service and Business Owners
  6. Officers and Service Users
  7. Operational and Project Boards
  8. Service Hubs and Other Council Departments
  9. team members

External

  1. Area forums
  2. Community groups and charities
  3. IT partners, third-party providers and external agencies
  4. Media
  5. Councillors of public government/volunteer sector working groups
  6. National and regional collaborative working groups
  7. Partner organisations, such as Public Health, CCG, Police
  8. Peer groups
  9. Residents and users of Enfield council services
  10. Schools
  11. Service user focus groups

Equality and Diversity:

The Council has a strong commitment to achieving equality in its service to the community and the employment of people and expects all employees to understand, comply with and promote its policies in their own work.

Health and Safety:

The post holder shall ensure that the duties of the post are undertaken with due regard to the Council’s Health and Safety Policy and to their personal responsibilities under the provisions of the Health and Safety at work Act 1974 and all other relevant subordinate legislation.

For a more detailed definition of these responsibilities, refer to the current versions of the Corporate Healthand Safety Policy, Group Safety Policy and employee information leaflet entitled "Health and Safety Policy; Guidance on Staff Health and Safety Responsibilities".

Corporate Health and Safety Responsibilities

All employees have personal responsibilities to take reasonable care for the health and safety of themselves and others. This means:

1. Understanding the hazards in the work they undertake;

2.Following safety rules and procedures;

3. Using work equipment, personal protective equipment, substances, and safety devices correctly; and

4. Working in accordance with the training provided and only undertaking tasks where appropriate training has been received.

Employees shall co-operate with the Council by allowing it to comply with its duties towards them. This requires employees to:

  • take part in safety training and risk assessments and suggest ways of reducing risks; and
  • take part in emergency evacuation exercises.

Employees shall report all accidents, ‘near miss’ incidents and work related ill health conditions to their manager/supervisor/team leader.

Employees shall read the Corporate Health and Safety – Organisation Part B Policy to ascertain and understand their responsibilities as an employee, line manager, Assistant Director or Director of the Council.

Information Security:

To protect the confidentiality, integrity and availability of Council information, including information provided by customers, partner organisations, and other third parties, where applicable, employees will comply with the Council’s Information Security Policy.

Statement of Commitment to Safeguarding of Children and Vulnerable Adults through safer employment practice:

Enfield Council is committed to safeguarding and promoting the welfare of children and vulnerable adults. Safe recruitment of staff is central to this commitment, and the Council will ensure that its recruitment policies and practices are robust, and that selection procedures prevent unsuitable people from gaining access to children, young people and vulnerable adults. All staff employed to work with or on behalf of children and young people in the Council must be competent.

All staff working with Children and Vulnerable Adults should be aware of, and share the commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults when applying for posts at Enfield Council.

Page 1 of 10

Job Role Profile and Person Specification

Published12/05/2017

Revised 12/05/2017

PERSON SPECIFICATION
KNOWLEDGE, SKILLS and ABILITIES / HOW TESTED
Application – A
Test – T
Interview – I
Job Specifics – Skills, Experience and Qualifications
Essential:
1. Experience (at least 2 years) of delivering service support for one or more specialisations from the section “Essential Knowledge”
2. A least one IT technical qualification, certification, or studying toward, from the section “Essential Qualifications”
3. Demonstrable experience of managing or supervising a team of Server and Environments Engineers
4. Good English literacy (written, and verbal for customer facing roles)and numeracy skills
Desirable:
  1. ITIL foundation, or equivalent training and/or certification
  2. Further IT technical qualifications, certification, or studying toward, from the section “Essential Qualifications”
/ AI
Competencies
(In this section you should choose a maximum of 6 most important competencies for the role from either the Staff Competency Framework (up to SO2) Leadership Competency Framework (PO1 and above) and list here in ranked order. Candidates will be asked to address these when making their application.
  1. Customer focus
  2. Resilience
  3. Giving support
  4. Investigating issues
  5. Deliver Results
/ AI
Essential Knowledge – One or more of the following:
  1. MS Azure
  2. MS Office 365
  3. MS Active Directory and Services
  4. MS SCCM (Asset and configuration management)
  5. MS SCOM (System Center Operations Manager)
  6. MS Windows Server
  7. MCSE: Server Infrastructure, or equivalent experience
  8. MSCE: Cloud Platform and Infrastructure, or equivalent experience
  9. VMware
Desirable Knowledge - One or more of the following:
  1. IT Service Support and Delivery Management
  2. Customer relations
  3. Enfield business knowledge
  4. Stakeholder management
  5. Programme and project management
  6. Quality management and assurance
  7. Good working knowledge of using MS-365 software (Word, Excel, Outlook)
  8. HHASC systems knowledge
  9. Children’s Services Systems knowledge
  10. Finance and Customer Systems knowledge
  11. Regeneration and Environment Systems knowledge
/ A
Essential Qualifications:
  1. Relevant manufacturer qualifications for equipment used e.g. CCNA, CCNE, or equivalent experience, or studying towards
  2. MCSE: Server Infrastructure, or equivalent experience, or studying towards
  3. MSCE: Cloud Platform and Infrastructure, or equivalent experience, or studying towards
Desirable Qualification(s) - One or more of the following:
  1. Higher education / college or equivalent
  2. ITIL ® Foundation Certificate
  3. ITIL ® Practitioner Certificate
  4. PRINCE2 Foundation Certificate or equivalent training
  5. PRINCE2 Practitioner Certificate or equivalent training
/ I

Page 1 of 10

Job Role Profile and Person Specification

Published12/05/2017

Revised 12/05/2017