Manager, Service Delivery and Support Full Time NEW

Job Description
Manage the delivery and support of information system services to a large Ministry/Department and deliver high quality customer service to internal and external stakeholders under the direction of the ICT Director. Duties include operations and maintenance of business and operational information systems; proactive management of systems availability and capacity; service level agreements and targets; service desk management; resolution of ICT security breaches, problems and incidents; and supervision of professional, technical and support employees.
Key and Critical Responsibilities
Manages development of policy, standards and procedures for ICT capacity management and ensures hardware and software capability, functionality and sustainability meet current and forecast business needs.
Leads management and delivery of defined ICT projects such as application software enhancements, including project risk mitigation and quality management.
Manages application software maintenance and support services so support requests are resolved according to established standards and procedures.
Plans and improves availability of IT user services, including development and testing of disaster recovery plans.
Manages ICT storage and backup systems to provide agreed service levels and satisfy data protection and disaster recovery requirements.
Assesses risks to availability, integrity and confidentiality of critical information systems; designs and tests maintenance procedures and contingency plans and ensures agreed continuity levels.
Develops and maintains policies, standards and procedures for IT service desk operations and incident management.
Obtains and acts on information concerning system vulnerabilities, investigates security breaches and implements appropriate control solutions and improvements.
Assesses risks to organisational integrity arising from ICT and manages development of countermeasures and contingency plans.
Provides technical management for IT operations and ensures service levels are met, operational problems resolved and maintenance/support processes followed.
Liaises with business units and implements IT service level agreements, monitors service delivery and proactively seeks service improvements.
Oversees investigation and resolution of ICT systems and service problems and coordinates remedies and preventative measures.
Monitors opportunities from new and emerging technologies and products, including application software products, to address challenges or enable new ways of working.
Maintains in-depth knowledge of technical specialisations including operational and business application software and service quality and provides expert advice.
Keeps abreast of new methods and trends in ICT capabilities and products to advance the organisation.
Performs other related duties as assigned.

Key Competencies
Knowledge, Skills and Abilities

Knowledge

Considerable knowledge of the principles, tools and techniques required for the management and control of ICT within a large organisation.
Considerable knowledge of project management tools and techniques.
Some knowledge of relevant financial and procurement processes, rules and regulations.

Skills and Abilities

Ability to manage multi-disciplinary teams and technical and professional staff.
Ability to think creatively and implement leading-edge technology solutions.
Ability to negotiate and manage complex technical contracts.
Ability to communicate effectively both orally and in writing.
Ability to manage change in the public sector.
Ability to promote teamwork and manage conflict.
Ability to establish and maintain effective working relationships with colleagues.
Ability to interact positively with members of the public and external stakeholders.

Minimum Experience and Training

Minimum of five (5) years experience at a management level in ICT, including at least two (2) years experience in the development, implementation and operation of enterprise-wide ICT systems.
Training as evidenced by a recognised Bachelors Degree in Computer Science, Computer Information Systems, Information Systems Management, Computer Engineering or a related area.
OR

Minimum of seven (7) years experience at a management level in ICT, including at least four (4) years in the development, implementation and operation of enterprise-wide ICT systems.
Training as evidenced by a recognised Bachelors degree and certification in ICT from a recognised institution.
OR

Minimum of ten (10) years experience at a management level in ICT, in addition to at least five (5) years experience in the development, implementation and operation of enterprise-wide ICT systems.
Training as evidenced by a two-year Diploma/Certificate in ICT from a recognised institution.