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Regional IT Service Manager (PTA) – Foreign & Commonwealth Office

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Job Description (Roles and Responsibilities)
Main purpose of job:

To lead on the delivery of ICT Support for South Africa, Namibia Botswana, managing the IT Support Officers (ITSO’s) in post and taking ownership of managing ICT systems, hardware and software in posts.

To review systems, processes and governance, and to engage senior stakeholders to deliver an improved IT service in the network’s posts. To also provide strategic IT support to other posts in the region.

Roles and responsibilities / what will the jobholder be expected to achieve:

  • Manage all ICT-related matters in South African posts. Accountable for overall IT Service Delivery in posts, leading a team of IT Support Officers (ITSO’s) delivering local support for several independent ICT systems across 4 posts and 3 business continuity fallback points in South Africa.
  • Proactive engagement with senior managers in the FCO, PAGs and External Stakeholders on ICT Matters in posts. This includes leading a team of “Tech Overhaul” Representatives who will engage management, lead on communications and participate in the project to migrate to the next generation of the FCO’s IT systems.
  • Create and constantly review good governance for IT support in posts through improved processes. Accountable for planning and task-management to consistently meet KPIs and ensure team ownership of ongoing tasks
  • Conceive and deliver a change programme incorporating numerous improvement projects in posts, adapting the PRINCE2 methodology to fit the scale of each project. This includes, but is not limited to:
    • ICT Infrastructure
    • Staffing

  • Accept strategic oversight of ICT in South Africa through chairing the post IT Committee and engage customers for feedback on planned and ongoing projects. Maintain flexibility to adapt processes to a variety of changing business objectives.
  • Responsible for ITSO staffing resources in South Africa to provide effective coverage across the network and to offer remote support to small posts when necessary.
  • Manage the travel and subsistence, equipment and maintenance budgets, offering value for money to the tax payer whilst meeting the business needs of users in post:
  • Lead on IT Learning Development in the mission. Examples of which may be desk side assistance, develop and maintain a library of IT self help guides and communicating effectively to staff any advice on IT matters.
  • Provide a corporate contribution to the wider mission by participating in an Operations Sub Group Committee and administering and promoting the FCO Intranet’s South Africa Community.
  • 10% of this role is to act as an Official-Sensitive IT Support Officer for South African Posts. This includes hardware and software rebuilds, raising and resolving IT support calls and assisting users with IT faults.
  • Accountable for IT Service Delivery to small posts in Botswana and Namibia. This encompasses regular site visits and provision of ad-hoc remote support to review current operations and implement improvements and processes to empower the part-time ITSO’s in post to best manage ICT systems.
  • Form a support network for the wider region, providing ad hoc assistance to the IT teams in smaller southern-African posts during surge periods. This will extend to taking responsibility for strategic oversight for ITSO’s in the region: communicating key messages on Tech Overhaul and Network Improvements as well as offering mentoring training to new staff in the region, or to existing staff that require it.
  • Essential qualifications and experience
    Previous experience of managing an IT service across a geographically diverse area

    Previous experience of leading a team in a fast-paced and challenging environment

    Previous experience of project management

    Desirable qualifications and experience
    PRINCE2 Practitioner, or similar project management certification

    IT Service Management or Network Management related qualification(s) and/or Certification(s)

    Academic IT qualification(s)

    Required competencies
    Leading and Communicating, Building Capability for All, Managing a Quality Service, Demonstrating Resilience

    Application deadline
    Application deadline – day
    Application deadline – month
    Application deadline – year
    20 September 2016

    Grade
    C4 (L)

    Type of Position
    Fixed Term

    Duration of Post
    24 months

    Region
    Africa

    Country/Territory
    South Africa

    Location (City)
    Pretoria

    Type of Post
    British High Commission

    Number of vacancies
    1

    Starting monthly salary (ZAR)
    R37,356.66

    Start Date
    Start Date – day
    Start Date – month
    Start Date – year
    1 October 2016

    Additional information
    This position requires Official-Sensitive security clearance .

    The successful applicant must be willing to travel regularly to Johannesburg, Cape Town, Windhoek Gaborone. Some travel to other African posts is likely to be necessary on an ad hoc basis.

    NOTE:

    • Employees recruited locally by the British High Commission in Pretoria are subject to the Terms and Conditions of Service according to local employment law in South Africa.
    • All applicants must be legally able to work in the country of application with the correct visa/status or work permit.
    • Employees who are not eligible to pay local income tax: e.g. certain third-country nationals and spouses/partners of UK diplomats will have their salaries abated by an equivalent amount.
    • References and security clearances checks will be conducted.
    • Any questions you may have about this position will be answered during the interview, should you be invited.
    • Information about the Foreign and Commonwealth Office Competency Framework can be found on this link: https://www.gov.uk/government/publications/civil-service-competency-framework
    • Successful candidates not resident in South Africa will be personally liable for costs and arrangements to relocate, including accommodation and work permits.
    • Complete the application form in full as the information provided will be used for screening purposes.
    • Check your application and attachments before you submit your application, as you will not be able to make any changes once submitted.
    • The British High Commission will never ask you to pay a fee or money to apply for a position.


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