POST TITLE: Service Owner, Management Information
DEPARTMENT: IT Services and Warwick Print
SUB-DEPARTMENT: Services Support and Cloud Solutions
POST RESPONSIBLE TO: Head of Professional Services Support and Cloud Solutions
POST RESPONSIBLE FOR: Senior Analyst / Developer x2, and Master Data Administrator x1
SALARY IN THE RANGE: £50,132-£58,089 p.a.
JOB PURPOSE:
To manage the delivery and ongoing development of the Management Information Service including: service strategy, service performance management, service team management, customer liaison and cross-ITS working to ensure overall service performance.
To contribute to the technical strategy for IT Services and to be responsible for defining the standard services delivered by the team.
DUTIES AND RESPONSIBILITIES:
Operational Management
- Assume responsibility for the delivery of the Management Information Service.
- Manage the specification, installation, maintenance and administration of relevant technical solutions to agreed service levels, and negotiate and manage maintenance contracts with external suppliers. The post-holder will liaise with software suppliers and external organisations, such as IBM, Microsoft and Simpson Associates.
- Manage the Management Information Team and resources dedicated to the Service, ensuring that resources are deployed efficiently in order to provide a professional service that complies with current recommended best practice, including ITIL, and that access to data is secured in accordance with the University’s legal obligations. Act as the technical lead for all aspects of the Management Information Service – reviewing the technical quality of the work delivered and providing critical feedback to team members.
- Develop, publish and implement agreed service level agreements, performance metrics and service monitoring resources. Demonstrate performance of the service against such metrics. The post-holder will present the performance metrics to the Service Review Board in order to demonstrate that the services are being delivered to an acceptable standard.
- Maintain technical knowledge associated with the service to a degree appropriate for the management of a team of technical experts (i.e. Grade 7 specialist IT professionals), assessment of technical proposals and monitoring of project performance. The post-holder will provide support and trouble-shoot technical problems at organisational, departmental and user levels in respect of management information issues.
- Maintain strong working relationships with key customer groups in order to assess service suitability and performance – use this knowledge to inform service development strategies. As the services provided are used by all groups within the University, the key customer groups are likely to include the: Strategic Planning & Analytics Office; Research Support Services; Finance Office; Human Resources.
- Design, manage, document and implement all IT systems and processes necessary for the delivery of the service. Plan systems and service upgrades and developments. The post-holder will chiefly be managing the performance of these tasks by the Senior Analyst Developers but will personally undertake them on occasion.
- Set functional and timescale objectives within the team, and manage and communicate progress amongst team members and the Department. Take remedial action to address underperformance or slippage against timescales, including the determination of the action required to recover performance to an acceptable standard when necessary – referring matters to the Head of Professional Services Support and Cloud Solutions when appropriate.
- Be responsible, in conjunction with the Head of Professional Services Support and Cloud Solutions, for developing and implementing a strategy for Professional Development of IT staff within the team, covering technical skills, a methodical engineering approach to work, time management, team working, supervision, documentation and communication skills and ITIL Service management framework.
- Participate, as appropriate, in cross-functional incident and/or problem management initiatives to ensure continuity of service provision, and represent the Service at the meetings of the Change Review Board.
Strategic Management
- Contribute to the development of service strategy and policy – using their technical expertise and knowledge of developments within the sector to make recommendations for inclusion within the 5 Year Plan for IT Services.
- Using service metrics develop a service development roadmap indicating short, medium and long-term service developments and the associated benefits. This will be used as part of the post-holder’s objective to secure the continual improvement of the service.
- Maintain an awareness of external trends in appropriate technologies and vendors and build this knowledge in to the service strategy.
- Prepare capacity and availability plans and contribute to the development of financial plans and forecasts. An example would be the preparation of a business case and budget to replace the core software used to deliver the Service.
- Represent the University at regional and national events in respect of the strategy for the continuing development of management information services.
- Work as directed by the Head of Professional Services Support and Cloud Solutions and undertake other duties commensurate with the level and scope of the role.
PERSON SPECIFICATION
POST TITLE: Service Owner, Learning Support Systems
DEPARTMENT: IT Services
The Person Specification focuses on the knowledge, skills, experience and qualifications required to undertake the role effectively.
REQUIREMENTS The post holder must be able to demonstrate: | ESSENTIAL (E) or DESIRABLE (D) REQUIREMENTS | MEASURED BY: a) Application Form b) Test/Exercise c) Interview d) Presentation |
A good honours degree or equivalent professional experience in a relevant discipline | E | A |
ITIL Foundation level qualified or above | D | A |
Substantial experience of the provision of management information services within a large and complex service organisation – likely to have been gained over a substantial career in a series of professional IT roles. | E | a, c |
Experience of using either the Cognos Business Intelligence suite or Microsoft’s Power BI suite. | E | a, c |
Experience of providing technical leadership and direction to other in the delivery of a Management Information Service | E | a, c |
Expertise in the development, deployment and testing of MI solutions based on relational database solutions, including the design and development of ETL routines and Kimball style Data Warehouse models using data modelling tools such as IBM framework manager or Microsoft Tabular | E | a, c |
Experience of providing technical leadership on major IT projects | E | a, c |
Experience of managing competing work priorities and working with the customer to mediate completing priorities | E | a, c |
Team and/or service management experience and excellent leadership, team working and mentoring skills | E | a, c |
Excellent and persuasive written and verbal communications skills | E | a, c |
The ability to advocate customer service and the ability to empathise strongly with University members | E | a, c |
The ability to influence stakeholders to enable the effective identification and implementation of improvements | E | a, c |
A calm, logical and analytical approach to problem-solving and the tenacity / tact to drive through improvements | E | a, c |
Experience in the Higher Education sector. | D | a |
Experience in working with unstructured data such as data lakes and the development of analytics based on a blend of structured and unstructured data. | D | a |
Six / Lean Sigma or other similar process design / control qualification | D | a |
Budget management experience | D | a, c |
The University of Warwick has engaged the services of Search Higher to manage this recruitment. If you wish to apply for this role, please submit a CV and covering letter directly by email to Kaye Powell, Search Higher Recruitment Executive (k.matthews.1@warwick.ac.uk) as soon as possible.
FURTHER PARTICULARS
For further information about the University of Warwick, please read our University Further Particulars.
For further information about the department, please visit the departmental website.