Infrastructure Services Team Manager

Birmingham, West Midlands
Salary: £46,809 to £53,322
29 Apr 2019
27 May 2019
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Grade: Management Band 1

Salary: £46,809 to £53,322

Closing Date: 27th May 2019

About the role:

The IT & Digital department is responsible for the force’s adoption and use of information and digital technology.    The department consists of three core functions as follows: 

  • Architecture Management (responsible for identifying and selecting the right technologies for the force) 
  • Delivery Management (responsible for delivering and implementing the right technologies for the force) 
  • Service Management (responsible for managing and maintaining all live, operational technology for the force) 
  • The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC’s, smartphones, tablets, Airwave terminals).    This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the ‘live’ environment whether it is delivered via internal resources or by external suppliers.    This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.    The Infrastructure Services team within Service Management is responsible for the following key areas:    Ensuring the security, integrity, availability and performance of Force infrastructure in live operational use;   The force Data Centres 
  • Hardware 
  • Server Technology 
  • Storage Technology (e.g. SAN, NAS, DAS) 
  • Backup Media (e.g. Tape and Disk) 
  • Software 
  • Server Operating Systems 
  • Active Directory 
  • Email infrastructure 
  • Collaboration Software (e.g. Lync) 
  • Corporate Backup software 
  • Application Delivery Software 
  • PKI infrastructure 
  • Installing, configuring and maintaining infrastructure within the live environment;  Supporting the transition of new/changed infrastructure from development and test environments into live usage;    Providing expert infrastructure knowledge to force projects and change initiatives as required;    The Infrastructure Services Manager will be responsible for the day to day leadership and management of the Infrastructure Services Team to ensure it is able to carry out its specific responsibilities and deliver on-going demonstrable value to the organisation - engaging and developing staff to realise their full potential, establishing and championing best practice, and continuously improving the performance of people, processes and technology.    The post holder will be responsible for managing any third party contracts and suppliers that fall within their areas, including: 
  • Negotiating contracts. 
  • Monitoring performance against contracts. 
  • Maximising financial and operational performance. 
  • Minimising or mitigating contract risks. 
  • Developing relationships with third parties. 
  • The post holder will be responsible for the maintenance and development of strategy, policy, systems and procedures, performance management, together with the efficient and effective use of resources.    The post holder is responsible to the Senior Manager (Service Management) but will be expected to work without direct supervision and will be required to make decisions using their own initiative and experience.    KEY RESPONSIBILITIES 
  • Effective leadership and management of the Infrastructure Services team; 
  • Manage the security, integrity, availability and performance of the Force’s infrastructure software including, but not limited to, email, directory services, collaboration software and application delivery platforms; 
  • Manage the security, integrity, availability, and performance of the Force’s data centres, data storage services, servers and back-ups; 
  • Manage the security, integrity, availability, and performance of the Force’s directory services technology (Active Directory, IAM, PKI etc.); 
  • Manage the Infrastructure Services budget; 
  • Manage relevant incident, configuration, availability, capacity, continuity and release management activities in line with the ITIL framework; 
  • Promote and champion the Force’s diversity agenda; 
  • Provide an escalation route for issues; 
  • Monitor and manage service levels and performance standards for the team; 
  • To represent the force at local, regional and national conferences as required; 
  • Negotiate with partner agencies, suppliers and contractors in order to achieve desirable outcomes; 
  • Plan and organise individual or team activity with an appreciation of longer term issues; 
  • Provide specialist information and/or advice to assist and influence senior colleagues/customers to make decisions relating to significant business issues; 
  • Revise or develop procedure and policy for approval and contribute to their successful implementation in order to deliver appropriate benefits and ensure external (e.g. legislative) requirements are met; 
  • Monitor and manage the performance of third party suppliers; 
  • Ownership and management of third party contracts, including performance and risk; 
  • Negotiating new and/or improved third party contracts; 
  • Assist the Senior Manager in formulating strategic direction for the team and unit; 
  • Ensure infrastructure meets agreed Service Level Agreements; 
  • Provide reports and comprehensive working papers including making recommendations for improvements or amendments to systems within the team; 
  • Ensure the team continually promote the department through engaging with operational managers wherever possible; 
  • Manage incidents and service requests to meet the needs of the force and make best used of the resources available; 
  • Promote the proper use of the team and department as a whole; 
  • Maintain a satisfactory working environment for all team members; 
  • Monitoring Health and Safety issues and raise issues where appropriate; 
  • Ensure adequate checks and controls are in place to maintain and protect live operational environments; 
  • Liaise with the Transition and Compliance Manager to review service performance patterns and trends in order to maintain a complete and accurate view of service weaknesses and areas for improvement; 
  • Staff management responsibilities: 
  • Directly responsible for the line management and performance management activities of ~12 members of staff in the Infrastructure Services team; 
  • Responsible for the day to day management and leadership of all Infrastructure Services staff; 
  • Manage professional development of team members through regular performance reviews; 
  • Manage inadequate performance or misconduct of members of the team through the correct procedures; 
  • Identify the training required for members of the team; 
  • Ensure appropriate training is available subject to financial and operational considerations; 
  • Continuously monitor the work of the team to ensure they provide an efficient, value for money service. 
  • Budgetary responsibilities:
  • Day to day responsibility for the infrastructure services budget; 
  • Raise issues with the relevant budget to the appropriate level. 
  • Experience:
  • Must demonstrate proven experience and ability to: 
  • Lead and manage a technical support team; 
  • Delegate work to others; 
  • Develop the knowledge and skills of both team members and individuals; 
  • Respond to complaints; 
  • Demonstrable experience in infrastructure software technology - how it is managed and how it integrates into the wider police infrastructure; 
  • Demonstrate experience in, data storage, servers, back-ups and the management of data centres; 
  • Direct line management experience across a range of disciplines and levels – including recruitment, development, appraisals, and objectives; 
  • Demonstrable experience of directly communicating with senior managers from a customer service perspective using written and oral methods; 
  • Experience of dealing with grievances; 
  • Participate in, and chair, meetings; 
  • Promote equality, diversity and Human Rights in working practices; 
  • Maintain standards for security of information. 
  • Knowledge:
  • An extensive knowledge of infrastructure technology - how it is managed and how it integrates into the wider police infrastructure; 
  • Understanding of ITIL and change management processes; 
  • Knowledge of Health and Safety issues relevant to the post; 
  • Knowledge of internal financial processes; 
  • An extensive knowledge of leadership and management methods and techniques; 
  • Knowledge of disciplinary processes and procedures. 
  • Skills:
  • Demonstrable leadership ability in a complex and constantly evolving IT & Digital environment; 
  • Excellent interpersonal skills with the ability to confidently interact and empathise with all levels of staff; 
  • Excellent presentation skills; 
  • Flexibility to use a variety of supporting technologies and to be innovative; 
  • The ability to work under pressure and be capable of balancing competing demands and priorities; 
  • Proven track record in understanding the need of customers/users; 
  • Good communication skills in order to work effectively throughout the organisation and with external contractors and suppliers; 
  • An understanding of the ITIL processes as they apply to the team and to the department as a whole; 
  • Excellent organisational skills. 
  • Attitude:
  • Positive and optimistic outlook; 
  • Open and honest; 
  • Problem solver; 
  • Able to delegate where appropriate and target that delegation to develop other team members; 
  • Willing to lead by example; 
  • A strong team player with a ‘can do’ attitude; 
  • Self-motivated with the ability to multi task and work well under pressure. 
  • Training & Education: 
  • An IT and/or management related qualification with a minimum requirement that it be Degree level, or demonstrable specialist skills in management; 
  • ITIL Foundation certificate or demonstrable skills that the ITIL principles are understood in the context of the role. 

West Midlands Police are currently undertaking a long term review of staff pay and conditions.  The grade, pay and other terms of employment are therefore subject to review and may change in the future.