| Employment Type | Permanent |
|---|---|
| Location | Hertfordshire, Stevenage |
| Industry Sector | IT |
| Start Date | |
| Salary/Rate | £excellent package |
| Reference | J4738 |
| Date Advertised | 25-04-2008 - 08:04 |
IT Front Office Technical Interface Manager
Role Purpose:
To use management and leadership ability to ensure that the IT Front Office (FO) maintains service continuity against the agreed Service Levels, provisions hardware and software to agreed standards of performance, and responds effectively to problems requiring technical expertise and support.
IT Front Office Technical Interface Manager
Role Purpose:
To use management and leadership ability to ensure that the IT Front Office (FO) maintains service continuity against the agreed Service Levels, provisions hardware and software to agreed standards of performance, and responds effectively to problems requiring technical expertise and support.
Accountabilities
Provide the credible FO technical interface with IM Back Office/Information Systems/Networks such that the Front Office service continuity is maintained, and an integrated IM organisational approach is supported.
To investigate, resercah and produce recommendations for the selection of hardware (personal computers, laptops, mobiles, videoconference kit etc) which will support Front Office operations against the requirements of the defined IM strategy
To validate for effective user operations, the PC SOE image (as developed by the Back Office) adopted for use on IM supported networks, such that users are effectively supported and the risk of business interruption is avoided.
Recommend changes in process to line management, influence and gain approval from the wider IT Population to ensure that there is an effective Front Office Resolver/Expert Resolver process implemented to respond to incidents arising such that business continuity is maintained and IT SLAs are achieved.
To represent the Front Office in the business transfomation process and interface with key representatives of other IM disciplines both for the introduction of a new Front Office supplier and implementation of IM Toolsets.
To audit the Front Office supplier aganinst the technical ability to deliver SLA equirements such that the company is being effectively supported in day to day operations
To represent Front Office in Reviews with users and Programmes to ensure that there is an understanding of technical FO IT issues (including risk management implications) which may be hindering optimum business performance and recommending solutions to IM.
To assess the marketplace and report to IT management in terms of hardware and software evolutions which could potentially improve performance/add value
Effective relationships and technical analysis with/over Back Office Image delivery such that maximum performance is provisioned for the user
Rigorous analysis of Resolver Group results and performance to ensure the resolution is being achieved within optimum timescales and that the FO supplier is utilising time and resources effectively
Performance Indicators
Continuously managing the deployment of the standard Standard Operating Environment (SOE) image within the Front Office
Achievement of Internal Service Level Agreement targets with IS/Networks and Back Office
IM User Satisfaction Survey results meet predefined standards
Minimum of incidents being referred into the Problem Management process
That the supplier is meeting the technically based SLA needs, and issues arising are being fully investigated
The performance of desktops is meeting user/business requirements
International Applications/services are being effectively supported by FO technically (e.g. videoconferencing) such that international business interruption is avoided, meeting defined SLA availability
Demonstration of analytical processes followed to secure incident resolution at Level 3.
Market analysis of hardware and software developments/evolutions published that can offer improvements to FO performance
Skills and Knowledge
Experienced in interfacing, and managing Front Office Service providers within the technical environment
Extensive knowledge of the ISO 7 layer model and application interfaces
Extensive market/technical knowledge of the personal computing industry to aid effective hardware and software selection recommendations
High level analytical and configuration skills for the implementation of the Expert and Resolver Group services
Understanding IT Infosec requirements
Focused risk Management analysis to assess impact of technical decisions reached
Prior experience of managing small technical teams
Evidence of both good verbal and written communications including Definition Documents, Solution Presentations and Business Case documents
Can explain complex network environments including National and International solutions.
Problem Solving Challenges
The performance management of the new FO supplier both during the transition phase and full contractual operations, to ensure that desktop maintenance and performance is sustained
To use analysis, experience and judgment to continually ensure that the Supplier has the technical skills and resources which is consistent with the service provisioned and required by the user
To be able to critically evaluate the marketplace and determine which evolutions could have a positive impact to IT Front Office performance
Successful candidates will be required to be security cleared prior to appointment.
Given the nature of their work, our Client needs to obtain security clearance for all its employees. Sadly this is extremely hard to secure for non-British applicants. In effect this means that our Client can only consider British passport holders for this position.
Mylen Recruitment Ltd is a recruitment agency specialising in Mechanical, Electronic, Production, IT, Software, Automotive and Aviation Engineering.
By sending us your CV, you are explicitly consenting to our processing of your personal data on a computer database and/or in manual files for the purpose of evaluating your application for employment.
This processing will be carried out in accordance with the UK Data Protection Act 1998.
In compliance with the regulations in place under the Employment Agencies Act, proof of identification will be required.
A current copy of a passport, driving license, ID card or NI card will be required as part of the registration process.
| Recruiter: |
|---|
| Mylen Recruitment Ltd |
| Contact Name: |
| Mr Alf Mills |
| Telephone: |
| 01480 830590 |
