Customer Head of Technology

4 weeks ago

London, United Kingdom Smartdesc Full time

The Customer Head of Technology role is in post at 2-3 Smartdesc customers, acting as Head of IT for these organisations. A mixture of on-site and remote work, you will have set days at each customer and will oversee the matrix IT team at each. Working across 2-3 customers ensures you will always be involved in new initiatives using the latest technologies. Your career will develop at a faster pace than it would as an in-house IT Lead at a single organisation.

Smartdesc partner with customers in a much deeper way than traditional MSPs, placing IT leadership roles, we take responsibility for the overall success of IT at our customers.

The Customer Head of Technology role is an exciting opportunity to take your years of experience and transfer them to the charity sector. Drawing on Smartdesc’s framework for IT department management, you will deliver an excellent service to the customers you are placed at. Smartdesc are well regarded and have long-term partnerships with our customers, so you will be entering a very positive and supportive culture.

**Responsibilities**:
**Staff at Smartdesc are empowered to be responsible for their workload and are supported through a combination of coaching, monitoring and learning.**

**The role is accountable for and also responsible for delivering the following**:

- Strategic Reviews, Reports, and Business Cases
- Ensuring the customer’s infrastructure strategy is aligned to information security best practice and monitoring and testing are in place
- Oversight of customer’s infrastructure health including, monitoring, backups, security, overall health. Setting the standards and co-ordinating in-house and external experts to deliver a robust set of processes
- Acting as "Product Owner" of the customer’s IT Infrastructure and signing-off any changes, being part of the planning phases
- Ensuring end user satisfaction with the IT function across both Service Desk and IT change project functions
- Responsible for the IT budget
- Structuring the customer IT Dept, roles/responsibilities of team members, dept processes, and ITIL alignment
- Management of the customer IT Team, external partners and suppliers
- Leading on communications to end users: ensuring IT has a positive profile
- Representation of the customer’s IT in cross-department projects
- Attendance of customer’s corporate governance meetings, leadership meetings, and cross-department meetings, as appropriate
- Submission of customer’s IT information to other departments as needed, e.g. annual finance audit and annual cyber insurance renewals.
- Advocating and managing change across both customer’s IT systems and business processes as appropriate
- Establishment and tracking of IT SLAs
- Providing regular reporting, including quarterly programme and IT department health reports to Sponsor

**The following general responsibilities are also expected**:

- Representing Smartdesc’s high standards across the customer base
- Working independently: after the initial training period, the postholder will be responsible for delivery of their tasks. This will be measured through KPIs (key performance indicators).
- Delivering a high quality of work: all work will need to be accurate and delivered to a high standard.
- Delivery of a professional and consistent service, internally and to Customers.
- Adherence to Smartdesc Policies and Procedures.
- Adherence to Smartdesc values

**Requirements**:

- The role is appropriate for an individual who has experience of IT Leadership
- Experience in producing good quality written reports and presentations
- The ability to work with independence within the agreed desired outcomes
- The ability to influence within a matrix structure
- Experience in excellent customer service and customer rapport building, including the identification of key stakeholders
- A desire to work within the not-for-profit sector, working closely with charities delivering much needed services to beneficiaries
- Experience in working with technical and non-technical business personnel at various levels, articulating technical and service delivery principles
- Strong attention to detail
- Well organised, proactive and has excellent troubleshooting skills
- Able to demonstrate tangible improvement progress, through documented reports and stakeholder management
- Project/programme management experience is advantageous

**Benefits**
- A focus on employee wellbeing
- An outcomes focused organisation making a big difference in the charity sector
- Good salaries and annual Christmas gift
- Career development - annual personal development plan (PDP), training, and mentoring.
- Develop responsibilities quickly, allowing faster career progression.
- Develop a proactive and measured approach to work, rather than reactive.

Supportive working environment with a focus on work/life balance.

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