Region
Dublin
Location(s)
Dublin
Business Unit(s)
Information Communication Technology
Salary Band
See Information Booklet
Job Description
Courts Service is looking for an ICT Service Delivery Manager (HEO) to assist in leading the delivery of complex and highly critical ICT services across the Courts Service. This includes managing customer service relationships with internal and external stakeholders, leading a team of service delivery managers and specialists, the operation of ITIL based service management processes, the embedding of good ICT service management practices, and associated team and budget management.
Key Responsibilities
* This role has national responsibility covering all Courts Service sites nationwide.
* The core purpose of this post is to lead a team of specialists responsible for the day-to-day operation of a full range of ICT services. These services underpin the business and operational requirements of the Courts Service which are provided by specialist ICT functions covering ICT Infrastructure & Networks, Cyber Security, Courtroom Technology, Telecoms and associated digital services.
* Assist in developing and implementing appropriate ICT service management processes, policies and procedures to support existing ICT systems and services in line with recognised good practice (ITIL) and in support of Courts Service strategies and plans.
* Proactively suggesting changes to existing policy and procedure where this will enhance the robustness of systems and practice.
* Ensure that all ICT services are delivered in line with service expectations (SLAs) in terms of availability and performance this will include developing and implementing project plans to ensure changes to services are well planned and managed.
* Lead the delivery of high-quality end user support services through the management of remote service desks and on-site support teams (in house & 3rd Party).
* Participate in the ideation and design of solutions to business requirements and technical standards.
* Assist in driving user awareness and adoption of tools & technologies across a range of ICT functions covering ICT Infrastructure & Networks, Cyber Security, Courtroom Technology, Telecoms and associated digital services.
* Stakeholder Engagement, Procurement, Vendors, Budget, Team.
Further information on the responsibilities of the role can be found in the competition information booklet.
Essential Qualifications and Requirements
Applicants should have at least 3 years’ relevant and recent experience for this role.
Qualifications
* IT degree or related
Skills and Experience Required
* Strong technical skills and experience in an ICT environment.
* Experience of ICT service delivery and a commitment to customer service within an industry standard service delivery framework, e.g., ITIL.
* Experience in leading and participating in technical and multi-functional projects within an ICT environment.
* Experience in managing initiatives with a large number of stakeholders and complex interdependencies.
* Proven track record in managing contracts and relationships with external suppliers.
* Proven track record of initiative, and a proactive approach to the delivery of ICT solutions.
* Ability to take on complex problems or situations and take a solution focused and creative approach to dealing with them.
* Effective leadership and direction, and excellent motivational skills.
* Ability to collaborate with other IT functions groups (Service Delivery, Infrastructure Support, Applications, Cyber Security, etc.) in the plan, design, test activities as needed, for projects and initiatives.
* Awareness of and interest in the latest trends and developments in I.T.
The following skills and experience are desirable
* ITIL Foundation Service Management Certification.
* Knowledge of public service environment, culture and operations.
* Interpersonal, communication and negotiation skills.
* Analytical and Decision-making skills.
* Drive and commitment to obtain key objectives.
* Ability to work on own and be self-driven to learn by observation and self-learning.
Application Process
Application should be made by logging into the advertisement link and uploading your CV and completing a cover letter.
The closing date is 12 noon on 24 January 2025. Applications received after the closing date and time will not be accepted.
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