ICT PROJECT RELATIONSHIP OFFICER

About The Service ICT is part of the Council’s Customer and Digital Services Directorate. Its primary functions are: • to provide high quality IT systems, support and maintenance across the organisation • to provide strategic advice and guidance to the service areas and their directorates • to contribute to the delivery of the Council’s Digital First approach The ICT Service consists of several functions including: • the Service Desk • Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and rd party applications • ICT Services teams delivering network, server and end user computing services • Security and Compliance • Enterprise Architecture About the job The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings. You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies. You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews. 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.