Operations Service Manager (Unix Infrastructure) Band 7

The Post holder will take lead responsibility for the day to day operational delivery of services provided by BSO ITS in the relevant infrastructure area Server Support. Post holder will take lead responsibility for small and medium sized projects within this area, will manage staff on loan to other ICT projects, and will also be expected to provide relevant advice and support to projects from time to time as business needs dictates.

Main Roles and Responsibilities

1.To ensure that all operational delivery services and developments provided by ITS are planned and delivered in accordance with agreed support processes, SLA's and ITS quality standards (ITIL, ISO 9001 and ISO 20000 & 27001).

2.To ensure that all operational delivery services provided by suppliers are planned and delivered in accordance with agreed quality processes, SLA's and ITS quality standards as appropriate.

3.Assist the Operations Manager with the planning of delegated budgets, deployment of financial resources and personnel in a timely manner to meet planned milestones and timetables.

4.Assist the Operations Manager with the Development and maintenance of comprehensive and agreed project plans in accordance with ITS standards.

5.To be a Specialist in the technologies and methodologies relevant to your business area, including the provision of expert Technical advice and guidance to other ITS business areas and to the wider HSC.

6.Act as deputy to the Operations Manager in relation to representing ITS on relevant system governance structures e.g. Service Review Meetings, Management Groups, etc.

7.Working with and monitoring suppliers in relation to performance, change, etc.

8.Input to change release and change management activities associated with solution upgrades or change with all stakeholders, including ITS Change Advisory Board (CAB).

9.Contributing to the development and maintenance of Service Transition Assurance Process (STAP) documentation for the services under Post holder control.

10.Assisting the Operations Manager to help ensure an effective Problem Management process is in place.

11.Complying with internal ISO audits to verify the continuing suitability, adequacy and effective of the Quality Management System (QMS), including identifying and coordinating the implementation of improvements to the Quality Management System (QMS).

12.Act as the primary point of contact in the absence of the Operations Manager for services under Post holder control in the event of a Business Continuity/Disaster Recovery event. This includes assisting the Operations Manager with ensuring that all proactive system related disaster recovery processes are documented, tested and kept up to date.

13.Maintaining an awareness of and managing any relevant interdependencies with other services/projects.

14.To assist the Operations Manager in actively managing and controlling operational risk of services under Post holder control.

15.Contributing to the development of business cases and contribute to PPE's for managed change within specialist operation area.

16.Contributing to the provision of technical in-put to the development of ICT business cases by BSO and work collaboratively with HSCB on other HSC ICT business cases.

17.Post holder to ensure that both they and their staff keep up-to date with technical innovations in their specialist area.

18.Provision and support of High Availability ICT Services.

19.Research and development of new and enhanced technologies to facilitate continuous service improvement.

1.Demonstrate relevant specialist knowledge and experience including a minimum of four of the following areas -candidates should clearly provide details of specific technologies (versions used etc.), projects and their role and experience:

a. Provision and support of High Availability Unix and Windows systems

b. Server virtualisation techniques e.g. VMware, IBM pSeries Hyper-V.

c. Managing and supporting Unix systems e.g. AIX, HP-UX, RHEL

d. Managing and supporting Windows systems e.g. Windows 2012/16/19

e. SAN based storage provision and management

f. Database management and support e.g. Oracle, SQL Server, Caché

g. TCP/IP management and problem diagnosis

h. Active directory design and implementation

i. Backup and restoration techniques and tools

2.Demonstrate experience of ITIL Service Management processes for complex ICT technologies and services.

3.A university degree or professional qualification and have worked for at least 3 years in an ICT technical support management role within a major complex organisation*;

OR

Have worked for at least 5 years in an ICT technical support management role within a major complex organisation*.

• A major complex organisation is defined as an organisation with at least 200 staff or an annual budget of £50 Million which involves meeting a wide range of objectives requiring a high degree of co-ordination with a range of stakeholders

*Demonstrate a proven track record in successfully managing and delivering moderately complex ICT projects

*Demonstrate a track record in working with a diverse range of stakeholders and senior management to achieve successful outcomes.

*Have excellent networking skills and proven ability to develop and maintain effective working relationships.

*Have excellent communication skills to meet the needs of the post in full.