Job title: Head of IT Service Delivery Grade: SPS 6 Role code: EL0895 Status: Police Staff
Main purpose of the role:
Direct, plan and develop IT operations for Kent Police and Essex Police, including teams providing technical services for EUC Field Operations, EUC Support, EUC Development, Service Desk and Service Delivery, deputise for the Head IT Services, co-ordinate the management of operational delivery throughout IT Services, participate fully in the design and delivery of IT business planning, strategic initiatives and policies, ensuring the alignment of work and high quality services that support operational policing and business requirements.
Co-ordinate the management of operational delivery throughout IT Services, including deputising for the Head of IT Services, assisting with the design, shaping and implementation of business planning and contributing to the strategic management, operations and development of the Department, ensuring that all work meets the Kent Police and Essex Police strategic agendas and deliver high quality services that support policing plans and objectives.
Direct, plan and co-ordinate IT Service Delivery for Kent Police and Essex Police, establish standards, control and oversee relevant budgets, external suppliers and contracts, determine priorities, plan appropriate deployment of resources and provide for effective monitoring and evaluation, in order to ensure that the optimum service is provided to IT customers within the aim of constant service improvement.
Provide high level technical advice and influence central planning processes for Kent Police and Essex Police, participating in strategic decision making forums, Project Boards, Working Groups and Committees, delivering briefings and presentations to senior managers and the office of the Police and Crime Commissioner, on existing and emerging IT strategic and policy issues, ensuring that all matters affecting the provision of information technology services are effectively represented.
Establish and manage the policies, practices, processes, service level agreements and quality of service issues relating to frontline IT support services, commission audits and review customer satisfaction, review ways of standardising and enhancing activity, achieving best value, ensuring the strategic management and alignment of work incorporating future developments and change at a national level, so as to achieve the successful realisation of policing and business benefits.
Promote and develop working partnerships with external organisations, agencies other police forces and suppliers, establishing complementary plans and building a framework for collaborative working, identifying common issues and themes, creating a wide range of contacts, so as to influence regional and national developments, share best working practices and maximise the benefits of good working relationships.
Review, evaluate and monitor the performance of IT systems, services and products, in respect of their contribution to business performance, including the management and operation of resources throughout IT Service Delivery, in order to develop and support the provision of properly engineered and effective IT services, systems and products throughout Kent Police and Essex Police.
Establish, assess and manage risks, issues and threats to performance within the range of Service Delivery activities, addressing and advising on tactical vulnerabilities and ensuring appropriate and informed decisions are taken in relation to threats and vulnerabilities on behalf of both forces and that the smooth-running and on-going delivery of the relevant range of technical services is enhanced by robust procedures for business continuity and disaster recovery.
Direct and manage the Service Delivery staff, providing leadership, promoting effective communication, undertaking recruitment, oversee staff appraisals, development processes, health and welfare and training, in order to maximise individual and team performance, ensuring that staff contribute effectively towards the Forces business aims.
Amended June 2017
Management vetting req.
The Head of IT Services will require a high level of intellect and the ability to provide effective strategic direction, leadership and co- ordination for multi faceted, large scale IT services activity. They will need to have an extensive background and experience of managing a range of information systems technology and have demonstrable experience of establishing coherent links between IT strategies and organisational business strategies, plans and priorities.
Possession of a Masters or Post Graduate Diploma (relevant IT degree plus MBA) or equivalent industry experience is required. They will be a Chartered IT Professional (CITP) of the Chartered Institute for IT. Detailed knowledge of ITIL Versions 3 together with ITIL v3 Lifecycle Operations is essential. The post holder must be able to demonstrate a considerable track record of achievement within the IT environment. They will possess an expert knowledge of IT professional standards.
The post holder will have a broad knowledge and understanding of the IT infrastructure (desktop, laptop and mobile device hardware, desktop and server operating systems, Airwave, mobile phone technology, networking and IT infrastructure management products) and the IT applications and service processes used throughout Essex Police and Kent Police and the wider IT industry. A detailed knowledge and understanding of IT service delivery, methods and techniques for risk management, business impact analysis, countermeasures and contingency arrangements relating to the disruption of IT services, is essential.
They will require a strong knowledge of service management and contract management principles and processes in support of delivering high levels of customer service.
An in depth understanding of all aspects of IT and detailed understanding of issues relating to ITIL standards for incident process management is essential. They will have a detailed knowledge of IT policy and procedures across the Forces taking into account best practice, national policies and latest innovations.
The post holder will deliver high level strategic professional representation on behalf of the Forces and will require the confidence and high level of interpersonal, influencing and presentation skills to fulfil this role.
They must be able to absorb and interpret complex technical information and communicate effectively at all levels to both technical and non-technical audiences.
Key skills required for the post include planning, analytical and problem solving, with the ability to evaluate processes, identify problems and solutions. A high level of people management skills are required, as the post holder is responsible for the direction, motivation and development of a large number of managerial and technical staff.
Analyse Critically (Level 3)
I balance risks, costs and benefits associated with decisions, thinking about the wider impact and how actions are seen in that context. I think through 'what if' scenarios. I use discretion wisely in making decisions, knowing when the 'tried and tested' is not always the most appropriate and being willing to challenge the status quo when beneficial. I seek to identify the key reasons or incidents behind issues, even in ambiguous or unclear situations. I use my knowledge of the wider external environment and long-term situations to inform effective decision making. I acknowledge that some decisions may represent a significant change. I think about the best way to introduce such decisions and win support.
Collaborative (Level 3)
I am politically aware and I understand formal and informal politics at the national level and what this means for our partners. This allows me to create long-term links and work effectively within decision-making structures. I remove practical barriers to collaboration to enable others to take practical steps in building relationships outside the organisation and in other sectors (public, not for profit, and private). I take the lead in partnerships when appropriate and set the way in which partner organisations from all sectors interact with the police. This allows the police to play a major role in the delivery of services to communities. I create an environment where partnership working flourishes and creates tangible benefits for all.
Deliver, Support and Inspire (Level 3)
I challenge myself and others to bear in mind the police service's vision to provide the best possible service in every decision made. I communicate how the overall vision links to specific plans and objectives so that people are motivated and clearly understand our goals. I ensure that everyone understands their role in helping the police service to achieve this vision. I anticipate and identify organisational barriers that stop the police service from meeting its goals, by putting in place contingencies or removing these. I monitor changes in the external environment, taking actions to influence where possible to ensure positive outcomes. I demonstrate long-term strategic thinking, going beyond personal goals and considering how the police service operates in the broader societal and economic environment. I ensure that my decisions balance the needs of my own force/unit with those of the wider police service and external partners. I motivate and inspire others to deliver challenging goals.
Emotionally Aware (Level 3)
I seek to understand the longer-term reasons for organisational behaviour. This enables me to adapt and change organisational cultures when appropriate. I actively ensure a supportive organisational culture that recognises and values diversity and well being and challenges intolerance. I understand internal and external politics and I am able to wield influence effectively, tailoring my actions to achieve the impact needed. I am able to see things from a variety of perspectives and I use this knowledge to challenge my own thinking, values and assumptions. I ensure that all perspectives inform decision making and communicate the reasons behind decisions in a way that is clear and compelling.
Innovative and Open-minded (Level 3)
I implement, test and communicate new and far-reaching ways of working that can radically change our organisational cultures, attitudes and performance. I provide space and encouragement to help others stand back from day-to-day activities, in order to review their direction, approach and how they fundamentally see their role in policing. This helps them to adopt fresh perspectives and identify improvements. I work to create an innovative learning culture, recognising and promoting innovative activities. I lead, test and implement new, complex and creative initiatives that involve multiple stakeholders, create significant impact and drive innovation outside of my immediate sphere. I carry accountability for ensuring that the police service remains up to date and at the forefront of global policing.
Take Ownership (Level 3)
I act as a role model, and enable the organisation to use instances when things go wrong as an opportunity to learn rather than blame. I foster a culture of personal responsibility, encouraging and supporting others to make their own decisions and take ownership of their activities. I define and enforce the standards and processes that will help this to happen. I put in place measures that will allow others to take responsibility effectively when I delegate decision making, and at the same time I help them to improve their performance. I create the circumstances (culture and process) that will enable people to undertake development opportunities and improve their performance. I take an organisation-wide view, acknowledging where improvements can be made and taking responsibility for making these happen.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public Service (Accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.
Budget Management (Level 7)
Demonstrates comprehensive knowledge of financial management and related financial management information systems. Able to accurately forecast future expenditure and bid for additional finances on the basis of data trends and business need. Has a detailed appreciation of the possible impact of external factors. Able to link business planning and budget planning to meet objectives.
Business Planning (Level 6)
Demonstrates a consistently high level of business planning expertise. Able to provide direct input to the Force Business Plan and its communication. Maintains and develops information systems to provide timely and accurate business planning data. Provides expert advice and coaching on business planning techniques and methodology to Force employees. Designs templates and other documentation to assist Force employees with business planning.
Customer Services (Level 7)
Defines values and policies to guide the work of the organisation in meeting the expectations of customers ensuring that strategic objectives are realistic, achievable and measurable.
Data and Systems Security (Level 6)
Expert in all aspects of system and data security and is able to prepare the Force response to developments in this area, Nationally and in Europe. Assesses the impact of any legislation or directives and has the credibility to influence the management of the Force in adopting the appropriate principles or approaches.
Health and Safety (Level 5)
Has received training which enables the effective completion of risk assessments and Health and Safety inspections of premises. Identifies defects or hazards and takes action to resolve any apparent health and safety issues within an area or department. Fully accepts responsibility for the safety of members of staff, as well as visitors and contractors. Monitors the application of health and safety related procedures for the area or department. Possession of a certificate level qualification in Health and Safety is desirable.
Internal Consultancy (Level 6)
Combines specialist functional skills with strategic knowledge of Force business plans and policies. Proactively identifies the need for action or investigation concerning matters with Force-wide implications. Demonstrates strong analytical skills. Able to identify critical issues at individual, Area/ Department and Force levels. Gains the commitment of key people and obtains the necessary resources through effective negotiation.
Knowledge of Police Environment and Policy (Level 6)
Possesses a broad and wide ranging knowledge of the police service, legislation and policy which is consistent with the demand for strategic influence in respect of particular areas of activity. Will have formed a reliable network of contacts, nationally and locally, which can be used to support and enhance developmental initiatives.
Management of Police Information (MOPI) (Level 6)
Review, monitors and produces recommendations for revisions to policies and operating procedures for specialist area/ systems. Following agreement implements changes and disseminates changes to all relevant personnel, updating all associated processes and procedures whilst ensuring compliance with force policies, procedures and any relevant legislation. Provides advice and guidance to system users from outside of own section or directorate. Directs quality assurance processes in respect of prioritisation, sanitisation, dissemination, sharing, relevancy, accuracy, adequacy and timeliness.
Risk Management (Level 6)
Able to anticipate, accurately define and establish the relative level of risk arising from events likely to affect the Force and its relationship with local communities. Responsible for addressing or accepting tactical vulnerabilities in the context of achieving local Force objectives; balancing multiple, potentially competing risks; and implement changes to policies, working practices and standard operating procedures as required. Identifies and challenges risks arising from collaborative and partnership arrangements. Has an appreciation that seizing opportunities also generates risks.