Job Profile (To be attached to the relevant Grade Profile document)
Core job informationJob Title / Web Technologies Manager
Dept./School/Inst. / IT Services / Section/Centre/Unit / Infrastructure
Career Family / Professional / Grade / G6
Working hours per week / Normally 35 hours, on average. Extended hours to reflect the introduction of a 24/7 cover / Appointment period / Permanent
Reports to (job title) / Head of Data Centre Services / Current location / Queen Mary Campus with flexibility to work at all QM sites
Job purpose (Why does the job exist? What is it there to achieve or deliver?)
Using significant level of specialist expertise in Web Technology Infrastructure, accountable for managing team/s of specialists to deliver high quality, robust, resilient, responsive and secure University wide IT service. The post holder is expected to provide team management, customer focused support, guidance and technical solutions to ensure delivery of the IT Services and the University’s Strategic goals.
· Manage and continually improve the colleges Web Infrastructure effectiveness, impact and outcomes across a range of services and complex projects.
· Work in partnership with academic, professional and medical senior managers, staff and students, to establish and manage technical and service standards for IT Infrastructure.
· Review performance, in consultation with Line Manager, plan and manage design, implementation/integration, maintenance and upgrade of: policies, processes and operations.
· Manage and develop specialist team/s to deliver a high performance, customer focused, quality driven service.
· Manage allocated resources (people and finance) to deliver to agreed targets and timescales, using industry best practice methodologies to deliver value.
· Management of technical designs.
· Management of added or additional functionality requirements.
· Management of configuration designs.
· Management of monitoring tools.
· Management of third line escalations.
Knowledge, Skills & Experience (work experience, qualifications, specialist training, key skills, disposition)
Requirements / Essential/Desirable
Qualifications / Honours degree or equivalent, part or full professional qualification in an IT related subject plus significant practical experience in a relevant area or substantial relevant experience demonstrating development through involvement in a series of progressively more demanding work roles.
Project management qualification e.g. Prince 2 (D), MSP (D), PMP qualified (D) or demonstrable experience of project delivery.
ITIL foundation qualified or demonstrable management and operational experience using appropriate best practice framework. (D) / All Essential unless indicated by ‘D’ which is Desirable
Experience / Technical IT Manager, with high level of expertise and Delivery, able to influence Senior Managers and recommend a strategic options.
Minimum of 2 year experience within a technical management role.
Substantial relevant expertise in running and designing a Web Infrastructure service, demonstrating development through a series of progressively more demanding work roles.
Demonstrate successful delivery of high quality, customer focused IT services in a complex and diverse environment, optimising use of resources (people and finance), delivering value and conforming to industry best practice and audit requirements.
Management of operational, technological and process improvement, delivering within budget, to quality standards and time.
Leadership/management of team/s, including 3rd party suppliers and projects varying in size and complexity. Developing high performing teams, managing collective and individual continuous improvement, aligned to strategic goals.
Application of effective management information to deliver continuous service and customer satisfaction improvements.
Experience of managing IT in an academic/research environment. (D) / All Essential unless indicated by ‘D’ which is Desirable
Knowledge, skills & abilities / Delivers solution focused, reliable and resilient Web Technologies to support current/future customer and business requirements.
Successful management of customer and quality focused IT services with expertise of industry best practice methodologies in specialist area.
Maintains detailed knowledge of current technology & best practise for supporting research, teaching, learning and business activities. In particular, expert technical knowledge in the following areas (any specific technologies mentioned are subject to change):
· Web related technologies, Apache or similar, PHP driven website construction and management.
· Basic Scripting/programming (PHP or equivalent)
· SQL databases (particularly MySQL or MariaDB)
· Common internet services and protocols, especially: HTTP, TCP/IP and DNS.
· Installation and maintenance of modern Linux server operating systems (particularly CentOS or RHEL).
· Containerisation (Docker) and virtualisation (VMware) experience would be an advantage. (D)
· Experience with common LAMP applications such as WordPress or Drupal.
Well-developed problem solving skills, seeking cost effective solutions managing resources to suit changing priorities.
Strong ability to develop and implement innovative solutions that require analytical and problem solving skills.
Strong planning, negotiation, interpersonal and organisational skills.
Strong speaking and writing skills including the ability to communicate with people who are not IT specialists and those who are.
Proven ability to write clear technical documentation and specifications that are appropriate to other IT specialists.
The ability to coach and support other team members in matters relating to their own specialist areas of expertise.
Possesses a working knowledge of ITIL Framework. (D)
Provide authoritative knowledge and advice, contribute to strategic planning
Must possess a clear, working understanding of IT regulations and national codes of practise. For example, the Data Protection Act or ITIL. (D)
Attitude & disposition / A commitment to continually improve customer experience, delivering service level agreements (SLA’s) and key performance indicators (KPI’s).
A resilient, flexible, people focused, and motivational manager with an innovative, solutions focused approach, able to operate at senior levels.
Confident managing multiple priorities, to achieve successful implementation, contributing to Departmental goals.
Delivers continuous improvement, challenges what and how things are done, learning from success as well as mistakes.
Other circumstances / Ability to work flexibly as necessary, to deliver SLA’s & KPI’s
Main Duties and Responsibilities of the Role
Accountable to the Head of Data Centre Services for all aspects of delivering a customer focused, robust, reliable, responsive and secure, high quality IT service. Specifically, but not exclusively:
· Highly effective operational management delivering to defined Service Level Agreements.
· Ensuring Service Level and Performance objectives are consistently met.
· Managing continuous improvement.
· Manage team/s adopting the Investors in People (IIP) framework. Provide support and guidance to ensure that that staff and 3rd party suppliers are skilled, equipped and motivated to deliver high quality, customer focused services.
· Ownership and resolution of Major Incidents.
· Use technical expertise to create innovative solutions that address complex technical and business challenges.
· Utilise robust methodology to cully cost services for accuracy of charging and delivery of a cost effective, competitive service.
· Manage customer relationships to ensure that the operation requirements of each of the College’s Schools and Departments are delivered.
· Manage projects/work area: plan, prioritise resources, manage risk and deliver business benefits on time and within budget.
· Manage robust financial planning, budgeting and team resources, using industry best practice to deliver value for money.
· Manage relevant documentation, develop a maintenance plan to ensure continuous improvement and planned change control.
· Use industry best practice to set standards and develop policies, processes and procedures.
· Produce regular performance reports to drive informed decision making and continuous improvement.
· Contribute to the strategic development of services.
· Supporting technical due diligence and Technical Design Authority functions.
· Developing and contributing to Service Improvement Plans.
· Developing and managing capacity and availability plans related to area of responsibility.
· Deputise when required for the Head of Data Centre Services.
· Other duties which are commensurate with the grade, as may, from time to time, be required.
Working Environment (knowledge of special working practices, breadth of management skill required, customer impact, responsibility, efficiency)
Leadership and organisational skills with the ability to provide technical leadership mentoring.
Customer focused planning, organisational, communication and influencing skills, working in partnership with colleagues to deliver high quality services now and in the future.
Accountable for the development of service delivery and compliance with the University’s strategic plan, service level agreements, professional standards, industry best practice, regulations and national codes of practice.
Minimise duplication and rework; recycle/dispose of waste; contribute to achievement of carbon emission targets that are specific to IT Services. Manage a working environment that reflects a professional IT Service.
Actions will influence the experience of IT within the University and will contribute towards University wide outcomes.
Freedom to Act & Decision Making (depth of control, supervision received, use of judgement & initiative, analytical ability)
Applies depth of specialist knowledge and expertise to provide University wide advice and guidance. Manages significant technical problems or unresolved customer issues, some of which will be multi-disciplinary, across the University in nature.
Enables appropriate and timely action to be taken, discussing key results, implications and recommendations with Senior Managers.
Reviews performance, recommends changes to manage continuous service and customer satisfaction improvements.
Manages projects/work area: plan, prioritise resources, manage risk and deliver business benefits on time and within budget.
Evaluates existing service provision, keeping abreast of feedback and development in the market place, to ensure appropriate developments and innovative solutions are proposed to enhance and maximise service quality, efficiency and continuity.
Contributes to long term planning and strategic direction within IT Services, and the University as appropriate.
Communication & Networking (liaison with others, type and level of communications)
Provides specialist advice and expertise, influencing Senior Managers and contributing to committees and external networks.
Liaises with key customers, manages agreed service requirements and priorities.
Excellent organisation and communication skills required to deliver services that are multi-site based and delivered locally across partner boundaries.
Responsible for reporting performance metrics, recognising success and implementing corrective action.
Liaises with senior managers to balance needs of individual customer and best interests of whole University community.
Builds and maintains trusted partnerships with University and external stakeholders, demonstrating integrity and commitment to the University’s strategic goals.
Finance/Resource Management (budgeting, forecasting)
Effectively manage substantial budget and procurement of relevant IT hardware, software and services in line with the University policies and procedures, seeking efficiency, opportunities for improvement and value for money.
Contributes to supplier, product and service evaluation and selection, contract negotiation and legal compliance, monitoring and performance.
Planning and managing resources (people and financial), in agreement with line manager seeks efficiency, opportunities for improvement and value for money.
People Management (supervisory responsibility, human relations skills)
Management/leadership of specialist team/s and 3rd party suppliers. Recruit, develop and retain highly skilled, experienced management, technical and administrative staff.
Use Investors in People framework to agree and assign objectives and priorities, provide feedback to encourage staff to reach their true potential. Recognise good performance, tackle poor performance & behaviours.
Mentor and encourage partnership working within IT Services and across the University.
Manage staff to deliver a quality customer experience, providing guidance and application of best practice, establishing clear customer service standards and expectations to continually improve the IT customer experience.
This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.
Organisation Chart
Confirmation Section
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