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ICT Service Delivery Manager
2 months ago
About the Role
The Cardiff County Council is seeking an experienced ICT Project Relationship Officer to join our team. As an ICT Project Relationship Officer, you will be responsible for leading and coordinating the ICT infrastructure design and delivery for new school builds, asset renewal programme, and other school building projects.
Main Duties and Responsibilities
- Lead and coordinate the ICT infrastructure design and delivery for new school builds, asset renewal programme, and other school building projects.
- Manage effective relationships between the Council's Schools Organisational Planning teams and ICT teams to ensure the successful delivery of ICT services to new school buildings and the development, expansion, and improvements to existing schools across Cardiff.
- Work closely with schools, staff, and all stakeholders through consultation and collaborative working both internally and externally to deliver ICT services to school building projects, including the specification and design of the ICT infrastructure and the procurement and commissioning of ICT services.
- Negotiate, procure, and manage, where necessary, external consultants and contractors to assist in the delivery, installation, and commissioning of ICT infrastructure and associated components.
- Provide advice, guidance, and support in the planning phases of projects to ensure that all ICT requirements are considered in the overall specification.
- Monitor, guide, and support teams throughout the project lifecycle to ensure successful delivery of all ICT elements of school building and renewal projects.
- Negotiate and review internal and external agreements and liaise with service providers, stakeholders, and schools to deliver, maintain, and improve levels of service.
- Manage relationships and contracts with suppliers, including third-party support services, cabling contractors, hardware suppliers, AV providers, and Welsh Government frameworks.
- Develop the ICT Service provision to schools by supplying products or services in order to maximise benefits for clients.
- Work with the Technical Infrastructure Manager and the wider Schools ICT Support Service to identify upcoming projects, assist in the management of projects, and coordinate, align, and manage resources to ensure successful project delivery.
- Work with the Council's Education and Lifelong Learning Service at a strategic level to shape, manage, review, and develop the service.
- Develop the School's ICT Service provision by supplying products or services in order to maximise benefits.
- Advise and guide customers throughout the School's ICT Service provision.
- Monitor levels of customer and supplier satisfaction at regular intervals, responding to queries and complaints, and where necessary, ensure corrective action is taken.
- Monitor compliance with corporate policies and statutory requirements.
- Ensure that all ICT procurement is conducted in line with statutory regulations and ensure efficient and effective ordering and delivery.
- Respond to incidents and requests, including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation. Ensure SLAs are met, monitored, and reported on.
- Provide management information, as required, and collaborate with key stakeholders regarding operational performance.
What We Are Looking For From You
- Proven delivery of excellent customer service.
- Practical understanding of user experience and requirement analysis and the ability to identify user objectives for systems, products, or services and define the required solutions and resources to deliver and support the agreed outcome.
- Experience in creation, implementation, and monitoring of service level agreements with suppliers and contractors, including ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery targets.
- Proven track record of project management to ensure the smooth planning and delivery of solutions.
- Experience creating and presenting business proposals, for example, business cases or statements of requirements, both orally and in writing.
- Proven experience managing customer and supplier relationships and the ability to foster positive engagements and where necessary, analysing incidents of dissatisfaction, taking appropriate steps to turn the situation around.
- Knowledge of ICT procurement and financial resource management.
