Senior Service Delivery Analyst

Job title: Senior Service Delivery Analyst
Grade: SO 1
Role code: EIT0017
Status: Police Staff

Main purpose of the role:

Manage, monitor, collate, analyse, evaluate and report on a specified area of Process Management, incorporating Incident Management, Problem Management, Change Management, Release Management, IT Asset Management, Software Asset Management, IT Asset Management, Software Asset Management, Contracts and Supplier Management, Resource and Demand Management , reviewing activities and functions, co-ordinating interfaces between processes, undertaking quality reviews and audits, reviewing trends, analysing data and producing management reports, in order that services and products are delivered to meet customer requirements and deliver optimum operational and business benefits.

Main responsibilities:

• Manage, develop and enhance Process Management procedures throughout IT Services, monitoring and recording all stages of the process, in order to ensure that transition of services, service levels, suppliers, service performance and configuration management follow set policy and process in order to achieve best value and compliance.
• Co-ordinate and control of Process Management activities and associated documentation, responding to all work requests, applying standard policies and procedures to all activity so as to provide for effective control, compliance, security and mitigation of risk to the continuity and availability of the service and the service performance.
• Maintain Process Managements, gather, analyse, evaluate and report on data, quality assurance processes, needs assessment and the identification of qualitative and quantitative measures and standards, so as to ensure that the production and dissemination of specified IT data satisfies rigorous quality standards and meets business requirements.
• Maintain an efficient information and advisory service on Process Management policy and procedures, IT performance issues and data, producing reports, responding to enquiries and correspondence, disseminating information and attending meetings as required, in order to ensure the provision of a high quality analytical service in respect of all ITIL based management initiatives.
• Evaluate and report on IT Resource and Demand, IT Services service portfolio, catalogue, configuration management database, definitive media and software libraries and equipment stores, identify risks and priorities, escalating as appropriate, consult with key stakeholders, facilitate activities where possible and maintain data, in order to secure the successful realisation of business benefits.
• Promote and develop the Process Management systems within IT Services, evaluate documentation, procedures, policies, communication and tools, identify improvements, produce reports and provide training to staff, in order to deliver high quality practices that support the efficient and effective management of IT Resource and Demand, the IT service catalogue, configuration management database, definitive media and software libraries, equipment stores and contacts database.
• Assist the Service Delivery Manager and other senior management within Kent Police and Essex Police in addressing key stages of IT and/or Force development, participating in project teams, working groups and forums to share and implement best practice, disseminating information and ensure that proposed services, developments and fixes effectively support the forces business and operational requirements.
• Assist with developing business cases and scoping documentation for Process Management based initiatives, identify costs, benefits, advise on best practice, risk management and change management issues, producing reports and proposals for consideration by the Service Delivery Manager in order to facilitate and support the implementation of new Working processes, procedures and systems.

Vetting level:

Management vetting req.

Necessary experience:

The Senior Service Delivery Analyst will require a technical practitioner background with at least 2 years experience within the IT industry. They will possess the ITIL Practitioners Certificate in Change, Release and Configuration Management and/or NVQ level 4 for Information Technology Professionals (or equivalent). SFIA Skills of Release Management (Level 4), Change Management (Level 4) and Configuration Management (Level 3) are required. They will possesses a broad knowledge of the policing and business operating environments.

The post holder will require a broad knowledge of the IT infrastructure and be experienced in the application of quality and performance standards to at least one major field of IT Operations. The Senior Service Delivery Analyst must have the capability to advise on quality assurance processes, software quality evaluation, creation and implementation of quality processes, quality reviews and audits.

The Senior Service Delivery Analyst will be proficient in metrics, including the collection, analysis and application of historical and synthetic measurements in the estimation of IT activities. The post holder will be proficient in configuration management and with database software.

The post holder will be proficient in information capture techniques, including the selection and application of information gathering methods and tools and techniques that are appropriate to the information required and the sources available. They will be required to be methodical and maintain a high standard of work as the products produced will be subject to close scrutiny at management forums. The post holder must be accurate, have attention to detail and be able to deliver against deadlines.

They must possess excellent analytical skills, together with the ability to identify issues and evaluate, interpret and present information and trends effectively. A good standard of communication skills and the ability to deal tactfully and influentially with people, using sound judgement is necessary. A detailed working knowledge of Process Management analysis, administration and procedures is essential.

The post holder will have a detailed knowledge of Kent and Essex IT Services working practices and processes. They will be familiar with the use of complex spread sheets and analysis tools, using tables, charts and graphs to support reporting requirements. The post holder must be proficient in maintaining approved working practices, systems and standards associated with the administration and process of IT related process management data.

Behaviours:

Analyse critically (level 1)

I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.

Collaborative (level 1)

I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.

Deliver, support and inspire (level 1)

I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service. 

Emotionally aware (level 1)

I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly. 

Innovative and open-minded (level 1)

I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.

Take ownership (level 1)

I actively identify and respond to problems. I approach tasks with enthusiasm, focusing on public service excellence. I regularly seek feedback to understand the quality of my work and the impact of my behaviour. I recognise where I can help others and willingly take on additional tasks to support them, where appropriate. I give feedback to others that I make sure is understandable and constructive. I take responsibility for my own actions, I fulfil my promises and do what I say I will. I will admit if I have made a mistake and take action to rectify this. I demonstrate pride in representing the police service. I understand my own strengths and areas for development and take responsibility for my own learning to address gaps.

Values:

Impartiality (accredited)

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.

Integrity (accredited)

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.

Transparency (accredited)

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.

Technical skills:

Business Planning (Level 4)

Gathers relevant information and statistics to support the business planning process at Division / Department level. Identifies key objectives in order to improve local performance and ensures these are aligned with the Force Strategic Aims. Effectively communicates agreed objectives and targets to the local workforce. Plans for and ensures the best use of resources and value for money.

Customer Services (Level 4)

Able to identify and interpret more complex problems affecting customers. Suggests improvements in customer services and generates solutions on behalf of customers, taking the necessary action to deliver these solutions. Regularly provides enhanced and high level customer service. Demonstrates the ability to select information for communication to customers and improve the flow of information between the organisation and customers. Actively seeks opportunities for improving working relationships.

Health and Safety (Level 3)

Has a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures.

ICT - User Support/Help Desk (Level 3)

Possesses a sound knowledge of the ICT infrastructure, and is familiar with one or more of the current applications supported by Kent Police. Capable of providing effective customer support to users through fault diagnosis and resolution and helping with IT related problems. Able to work within agreed diagnostic and fault escalation procedures and can effectively handle requests for support. Able to refer to sources of documentation and/or expertise to resolve a wide range of IT related problems.

Information Gathering and Analysis (Level 4)

Is able to identify reliable and appropriate sources of information and select methods of gathering information which are efficient and effective. Has a working knowledge of legislation and policy relevant to the collection, recording, storage and distribution of information.

Knowledge of Police Environment & Policy (Level 4)

Displays a general appreciation of changes affecting the police service. Understands the inter-relationships between the roles of the various Operational and Support activities, and how organisation structures and police systems work. Possesses a detailed understanding of working procedures, practices and policies relevant to the current role and the roles of subordinates and ensures that these are followed at all times. Is clear about Force goals and effectively contributes to local business plan objectives.

Management of Police Information (MOPI) (Level 4)

Full compliance with Level 3. Has successfully completed all standard relevant Information Management and Security training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.

Risk Management (Level 3)

Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors.