Job title: Team Leader IT Supplier and Service Manager Grade: PO 1 Role code: EL1003 Status: Police Staff Home Office code: Organisational Support
Main purpose of the role:
Supervise and oversee the provision of a high quality Supplier and Service Management service specifically in respect of IT suppliers and take lead responsibility for the Supplier Management Process. This will include 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 within Kent Police, Essex Police and any other organisation for which a contracted service is provided.
Manage a technical support team responsible for providing skilled and effective Supplier and Service Management Processes throughout IT Services, monitoring and recording all stages of the process, in order to ensure that transition of services, service levels, suppliers and service performance follow set policy and process in order to achieve best value and compliance.
Maintain, monitor and review the Supplier Management Process and associated documentation, ensuring a response to all work requests, applying standard policies and procedures to all activity to provide for effective control, compliance, security and mitigation of risk to the continuity and availability of the service and the service performance.
Plan and co-ordinate team activity in relation to all Supplier and Service Management related processes, contributing to the design, development, configuration and implementation of services in response to business requirements and ensuring the efficient management of IT suppliers throughout the Force.
Provide a high quality customer service and technical consultancy service to all customers and an efficient information and advisory service on Supplier and Service 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 Supplier and Service Management service portfolio, service catalogue, supplier management database, Service Levels, Service Management IT Tender, identifying risks and priorities, escalating as appropriate, consulting with key stakeholders, facilitating activities where possible and maintaining data, in order to secure the successful realisation of business benefits.
Assist the Service Delivery Manager and other senior management within IT Service Delivery in addressing strategic and planning issues, participating in regional and county working groups and forums to share and implement best practice, disseminating information to ensure that current and proposed services and developments effectively support the Forces business and operational requirements.
Act as the point of escalation to manage resolution for unforeseen or exceptional events where service level targets are missed or may be missed, coordinating resources, providing guidance and advice as appropriate and supporting specialist teams where the incident is of a major or critical nature, in order to help ensure the effective return to service for users.
Manage and motivate staff, providing direction and leadership, undertaking staff appraisals, addressing welfare issues, advising on personal development, training and coaching, in order to maximise performance from individuals and satisfy personal aspirations, in order to ensure that staff fulfil their potential and contribute effectively to Force business.
Promote and develop the Process Management systems within IT Services, evaluating documentation, procedures, policies, communication and tools, identifying improvements, producing reports and provide training to staff, in order to deliver high quality practices that support the efficient and effective management of the IT service catalogue, supplier management database, Service Management IT Tender and Service Level Management.
The Team Leader, Supplier and Service Management will require a technical practitioner background with at least 5 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 Team Leader, Supplier and Service Management will require experience in line managing staff, prioritising and escalating workloads and 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 supplier management and with database software.
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 Supplier and Service Management Team Leader must have the capability to give advice on quality assurance processes, software quality evaluation, creation and implementation of quality processes, quality reviews and audits.
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.
This post is deemed to be a designated post. Vetting clearance is a pre- requisite of employment in designated posts and the post holder will be subject to a management vetting assessment every 12 months. National
Security vetting clearances are reviewed every 5 years.
Analyse Critically (Level 2)
I ensure that the best available evidence from a wide range of sources is taken into account when making decisions. I think about different perspectives and motivations when reviewing information and how this may influence key points. I ask incisive questions to test out facts and assumptions, questioning and challenging the information provided when necessary. I understand when to balance decisive action with due consideration. I recognise patterns, themes and connections between several and diverse sources of information and the best available evidence. I identify when I need to take action on the basis of limited information and think about how to mitigate the risks in doing so. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics.
Collaborative (Level 2)
I manage relationships and partnerships for the long term, sharing information and building trust to find the best solutions. I help create joined-up solutions across organisational and geographical boundaries, partner organisations and those the police serve. I understand the local partnership context, helping me to use a range of tailored steps to build support. I work with our partners to decide who is best placed to take the lead on initiatives. I try to anticipate our partners' needs and take action to address these. I do not make assumptions. I check that our partners are getting what they need from the police service. I build commitment from others (including the public) to work together to deliver agreed outcomes.
Deliver, Support and Inspire (Level 2)
I give clear direction and expectations, helping others to understand how their work operates in the wider context. I identify barriers that inhibit performance in my teams and take steps to resolve these, enabling others to perform. I lead the public and / or colleagues, where appropriate, during incidents or through the provision of advice and support. I ensure the efficient use of resources to create the most value and the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long term potential implications for the Police Service. I motivate and inspire others to achieve their best.
Emotionally Aware (Level 2)
I consider the perspectives of people from a wide range of backgrounds before taking action. I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome. I promote a culture that values diversity and encourages challenge. I encourage reflective practice among others and take the time to support others to understand reactions and behaviours. I take responsibility for helping to ensuring the emotional well being of those in my teams. I take the responsibility to deal with any inappropriate behaviours.
Innovative and Open-minded (Level 2)
I explore a number of different sources of information and use a variety of tools when faced with a problem and look for good practice that is not always from policing. I am able to spot opportunities or threats which may influence how I go about my job in the future by using knowledge of trends, new thinking about policing and changing demographics in the population. I am flexible in my approach, changing my plans to make sure that I have the best impact. I encourage others to be creative and take appropriate risks. I share my explorations and understanding of the wider internal and external environment.
Take Ownership (Level 2)
I proactively create a culture of ownership within my areas of work and support others to display personal responsibility. I take responsibility for making improvements to policies, processes and procedures, actively encouraging others to contribute their ideas. I am accountable for the decisions my team make and the activities within our teams. I take personal responsibility for seeing events through to a satisfactory conclusion and for correcting any problems both promptly and openly. I actively encourage and support learning within my teams and colleagues.
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.
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 4)
Has a detailed knowledge of one or more appropriate applications and/ or hardware platforms, and is experienced in using diagnostic processes to resolve the majority of faults calls. Able to apply reconfiguration techniques or work arounds to ensure continuity of operation in many situations. Likely to be accredited in a specialist area of systems support, such as Microsoft Certified Systems Engineer status or equivalent.
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 and 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.