IT Service Delivery Lead

Role Purpose

The post-holder is responsible for management and delivery of a multi-source (in-house and remote) IT service and support service, with a customer-centric support approach across multiple locations in the Diocese. Maintaining optimum standards of service availability, user satisfaction and network performance and adhering to the following key principles:

• Putting internal client's needs first
• Designing for simplicity and efficiency
• Working in an agile way
• Communicating in a way that is accessible and engaging for non-specialists

Main accountabilities

1. Manage the delivery of IT service, including telephony and digital applications, to a wide range of internal clients, ensuring that they meet the agreed service level agreements and operational expectations.
2. Identify service delivery issues, communicating details of any service disruption and resolving issues promptly to safeguard business continuity.
3. Ensure that the IT Technician is adequately trained and resourced. Ensure that work is allocated appropriately and that service level agreements are consistently met.
4. Manage digital procurement within agreed departmental budget.
5. Manage the relationship with third party remote access IT support service.
6. Prepare regular IT Support Service performance reports to gauge network user satisfaction, support response times and network vulnerability.
7. Provide in-person IT and AV support to parishes and for presentations and meetings.
8. Ensure that all network users adhere to organisational policies and controls for IT Project Management, Change Control , Incident Response, Data Protection, Cyber Security and Disaster Recovery.
9. Optimise usage of the full Microsoft 365 suite of applications by delivering training opportunities for network users.
10. Mitigate the effects of any critical incident and work with senior colleagues in the implementation of a Disaster Recovery Plan.

Person specification to perform role: skills, competencies, expertise, knowledge, experience.

Essential

• Degree in relevant subject (or equivalent)
• First class organisational skills including the ability to prioritise work, balance conflicting priorities, monitor progress and exercise judgement.
• In-depth professional knowledge of digital platforms, emerging technology and AI, risk management, assurance and compliance.
• Ability to make judgements on multi-stranded or complex digital problems and act promptly to resolve them
• Advanced proficiency in use of the Office 365 Admin Centre, Azure, Intune Management, SharePoint Management, Anti-Virus Management, Switch Management, Network Management and Printer Management.
• Knowledge/skills in Microsoft Dynamics CRM or equivalent.
• Advanced Microsoft Office user including Word, Excel, Powerpoint, Access and Teams.
• Demonstrable experience of IT Service Management, Project Management, Financial Management and Line Management.
• Understanding of Data Protection legislation.
• Understanding of Cyber Security threats and impacts with knowledge of preventative measures to mitigate and reduce likelihood of cyber-attack.
• Experience with Windows 10, 11, Server OS, Mac OS, IOS, Android OS.
• High level of experience in IT hardware/software installs, repairs and maintenance.
• Excellent interpersonal skills and the confidence to deal with people at every level.
• Proven track record of supplier management and negotiating skills.
• Able to effectively manage a high volume workload.
• Ability to work effectively as part of a senior leadership team.
• Excellent problem solving skills.
• Able to work on own initiative, organising and prioritising own workload to set deadlines.
• An ability to maintain high degree of confidentiality and trust.
• Excellent time keeping.
• Positive and flexible approach to work.
• Full UK driving licence.

Desirable

• Knowledge of the values and teaching of the Roman Catholic Church.

Want to find out more?

Please refer to the attached Applicant Briefing Pack - IT Service Delivery Lead for more information and contact details for Alasdair Akass, Head of Communications and Fundraising, if you would like to have an informal discussion regarding this role.