Role & Responsibility Statement

Version 1.1 14.01.2009 JE Date: N/A

ROLE & RESPONSIBILITY STATEMENT

JOB TITLE: Technical Services Manager SAFETY Safety Critical Post RESPONSIBILITY: DEPARTMENT: ICT Department LOCATION: Nexus House/ NRHQ RESPONSIBLE TO: Head of ICT PURPOSE: To manage the maintenance and repair of all ICT distributed services. DIMENSIONS: Employees: 12 Budgetary Responsibility: - £200k Financial Responsibility: - 0 REMUNERATION: ICT Level 5 Provide On-Call as part of a roster

ROLE: 1. Work with the HICT to develop and deliver the ICT strategy and ensure continual service improvement.

2. Lead the Technical Services section ensuring all Distributed services are fit for purpose and fit for use.

3. Represent the ICT Department in all areas of the business, deputising for the HICT as appropriate.

4. Ensure all project deliverables are impacted and that the deliverables are maintainable and adhere to operational standards.

5. Review the Distributed services and maintenance regimes to remove business risk and deliver efficiency savings through a continuous service improvement programme.

6. Ensure that maintenance work is carried out to plan and against the specified performance standards.

7. Develop close working relationships with section managers to maximise the utilisation of ICT services.

8. Lead on ensuring the installation, testing, maintenance, implementation or decommissioning of Distributed services is performed to operational standards and best practice.

9. Lead on the maintenance and operations of the Distributed services ensuring that they are fit for purpose and fit for use.

10. Ensure the Distributed services meet the current and future business needs and that all changes implemented into the environment do not have any negative impact to the existing services.

11. Ensure all changes are technically impacted and adhere to ICT Enterprise

of 5 Version 1.1 14.01.2009 JE Date: N/A operational and security standards.

12. Continually develop ITIL processes and Enterprise Governance to ensure ICT provides real business value.

RESPONSIBILITIES: 1. As the custodian of the distributed assets ensure that the assets are appropriately maintained, repaired and adhere to operational standards.

2. Ensure that ICT asset performance is maintained at an optimal level and identify improvements and associated risks.

3. Ensure that ICT Enterprise risks are captured, impacted, communicated and have an appropriate risk response developed to continually reduce the associated service risk.

4. Take ownership of Major Incidents ensuring a fast return to service minimising the impact on business functions and ensuring the correct level of appropriate detail is communicated out as part of the process.

5. Lead on the ensuring the distributed asset configuration records are maintained to operational standards including the management of the CMDB.

6. Monitor equipment reliability, availability and performance identifying trends and implementing improvements.

7. Effectively deliver ICT Projects acting as Project Manager utilising the Prince 2 methodology.

8. Ensure asset configurations, processes, work instructions and safe systems of work are appropriately maintained.

9. Ensure that the required competencies to perform maintenance and repair are maintained.

10. Own and develop the maintenance and repair processes to the ITIL framework ensuring best practice and Continual Service Improvement.

11. Continually monitor, review and update appropriate operational measurements and asset reliability trends to ensure that all ICT distributed assets remain within operational tolerances.

12. Develop and maintain a technical Knowledge Base for all ICT distributed assets.

13. Ensure that all raised issues are effectively resolved and identify Problem trends with the ICT distributed assets.

14. Manage the procurement of all ICT distributed assets ensuring appropriate frameworks are in place to maximise value from suppliers.

15. Ensure all work carried out is in line with Nexus Health and Safety policies and procedures.

of 5 Version 1.1 14.01.2009 JE Date: N/A 16. Train and mentor colleagues and Nexus staff in the development and support of the ICT Policies and security requirements for all ICT services.

17. Any other tasks associated with ICT Services as deemed appropriate by the Head of ICT.

STATUTORY DUTIES: 1. Provide Timesheets for all work done ensuring a robust audit trail is provided for all rechargeable project work.

2. Ensure that all tasks are completed to the appropriate policies, Technical, Data Protection and Information Security standards.

3. Ensure that Standing Orders and all Nexus Policies are understood and adhered to.

4. Ensure that all Project Delivery is compliant with Technical Standards, Data protection and Information Security standards.

5. Provide out of hours support as part of an on-call rota.

6. Responsible for managing those elements of the safety management system allocated to ICT and specifically to the role of Technical Services Manager for the safe operation of Nexus Rail and associated projects.

7. Perform competency assessments and identify training needs.

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PERSON SPECIFICATION: Essential  Proven technical experience and knowledge of ICT asset management.

 Experience of ITIL Service Operations and working within an ITIL framework.

 Excellent client facing and stakeholder management skills.

 Broad technical competence with strong business and commercial awareness.

 Significant experience of creating technical and configuration documentation.

 Proven experience of ICT risk management.

 Experience of ICT Enterprise Governance.

 IT related Degree, similar formal qualification or significant commercial experience.

 Substantial Supplier Management experience.

 Substantial evidence of successful delivery of ICT Enterprise implementations and asset management.  Experience of leading remote teams in the delivery of strategic objectives.

 Asset management lifecycle experience.

 Driving License.

Desirable  CISM (Certified Information Security Manager).

 Prince 2 practitioner.

 ITIL V3 Service Operation Certification.

 Formal Microsoft qualifications e.g. MCSE or MCSA.

 Experience of defining and configuring Maximo.

 Working in a Rail environment.

SPECIFIC SAFETY QUALIFICATIONS: 1. Personal Track Safety.

2. Good working knowledge of Nexus Rail Rules and Regulations, competence to the required level.

3. Competent in Strategic Safety Management.

of 5 Version 1.1 14.01.2009 JE Date: N/A 4. Competent in Dynamic Risk assessment.

5. Nexus Rail Health and Safety Training.

6. Incident officer.

7. Perform competency assessments and identify training needs of all reports.

HOLDER OF THIS POST MUST HAVE ACCESS TO REQUIRED SAFETY PUBLICATIONS AND PERSONAL EQUIPMENT/PPE.

Authorised by: ______Date: ______

Issued/Briefed to: ______Date: ______

Briefed by: ______Date: ______