ICT Project Delivery Officer

Cardiff Council; Cardiff; On-site; GBP 80,000 - GBP 100,000; Full time

Job summary

A local government authority in Cardiff is seeking an experienced ICT project manager to lead the design and delivery of ICT infrastructure for new school projects. You'll coordinate between various stakeholders to ensure excellent service delivery while managing contracts and relationships effectively. Ideal candidates will have robust project management skills and a proven track record in customer service. The position offers opportunities for career development and is a full-time permanent role.

Qualifications

• Proven delivery of excellent customer service.
• Experience in user experience and requirement analysis.
• Ability to create and monitor service level agreements.
• Track record of successful project management.
• Experience presenting business proposals.
• Strong supplier and customer relationship management skills.

Responsibilities

• Lead ICT infrastructure design and delivery for school projects.
• Manage relationships with Schools Organisational Planning teams.
• Work closely with stakeholders to deliver ICT services.
• Negotiate and manage contracts with external consultants.
• Ensure all ICT requirements are met in project phases.
• Monitor service levels and customer satisfaction.

Skills

Customer service

User experience analysis

Project management

Supplier relationship management

ICT procurement knowledge

Job description

ICT is part of the Council’s Customer and Digital Services Directorate. Its primary functions are:

• to provide high quality IT systems, support and maintenance across the organisation
• to provide strategic advice and guidance to the service areas and their directorates
• to contribute to the delivery of the Council’s Digital First approach

The ICT Service consists of several functions including:

• the Service Desk
• Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and 3rd party applications
• ICT Services teams delivering network, server and end user computing services
• Security and Compliance
• Enterprise Architecture

About the job

The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.

You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies.

You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.

Main Duties and Responsibilities

• Lead and coordinate the ICT infrastructure design and delivery for new school builds, asset renewal programme and other school building projects.
• Manage effective relationships between the Council’s Schools Organisational Planning teams and ICT teams to ensure the successful delivery of ICT services to new school buildings and the development, expansion and improvements to existing schools across Cardiff.
• Work closely with schools, staff and all stakeholders through consultation and collaborative working both internally and externally to deliver ICT services to school building projects including the specification and design of the ICT infrastructure and the procurement and commissioning of ICT services.
• Negotiate, procure and manage, where necessary external consultants and contractors to assist in the delivery, installation and commissioning of ICT infrastructure and associated components.
• Provide advice, guidance and support in the planning phases of projects to ensure that all ICT requirements are considered in the overall specification. Monitor, guide and support teams throughout the project lifecycle to ensure successful delivery of all ICT elements of school building and renewal projects.
• Negotiate and review internal and external agreements and liaise with service providers, stakeholders and schools to deliver, maintain and improve levels of service.
• Manage relationships and contracts with suppliers including third party support services, cabling contractors, hardware suppliers, AV providers and Welsh Government frameworks.
• Develop the ICT Service provision to schools by supplying products or services in order to maximise benefits for clients.
• Work with the Technical Infrastructure Manager and the wider Schools ICT Support Service to identify upcoming projects, assist in the management of projects and coordinate, align and manage resources to ensure successful project delivery.
• Work with the Council’s Education and Lifelong Learning Service at a strategic level to shape, manage, review and develop the service.
• Advise and guide customers throughout the School’s ICT Service provision.
• Monitor levels of customer and supplier satisfaction at regular intervals responding to queries and complaints and where necessary ensure corrective action is taken.
• Ensure that all ICT procurement is conducted in line with statutory regulations and ensure efficient and effective ordering and delivery.
• Respond to incidents and requests including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation. Ensure SLAs are met, monitored and reported on.
• Provide management information, as required, and collaborate with key stakeholders regarding operational performance.
• Maintain effective relationships with all technical and support staff to ensure systems and information requirements are specified and delivered.
• Develop, review and maintain service plans, policies, processes and procedures.

What We Are Looking For From You

• Proven delivery of excellent customer service.
• Practical understanding of user experience and requirement analysis and the ability to identify user objectives for systems, products or services and define the required solutions and resources to deliver and support the agreed outcome.
• Experience in creation, implementation and monitoring of service level agreements with suppliers and contractors including ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery targets.
• Proven track record of project management to ensure the smooth planning and delivery of solutions.
• Experience creating and presenting business proposals for example, business cases or statements of requirements both orally and in writing.
• Proven experience managing customer and supplier relationships and the ability to foster positive engagements and where necessary analysing incidents of dissatisfaction, taking appropriate steps to turn the situation around.
• Knowledge of ICT procurement and financial resource management.

Additional information

You should apply for this post using our online application form by clicking the “Apply now” button on this page.

The Supporting Information section of your application is the most important part. Please pay particular attention to it. It is where you tell us what makes you suitable for the job and will be assessed against the essential and desirable competencies in our Recruitment Pack for this vacancy.

You should refer to and address each competency listed in the Recruitment Pack in turn, providing evidence of the skills, experience and knowledge you have in each area by providing practical examples. Failure to complete this section in this way will considerably reduce the likelihood of you being shortlisted.

All the information you need to apply for this post is contained within this Recruitment Pack and the Application Guidance.

This vacancy is suitable for post share.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

If have been shortlisted, you will be invited to undertake an interview for this role which will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Huw David ([e-mail]) for a discussion.

Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website :

Important information you need read in order to complete your application:-

Job Category ICT

Department Resources

Working Pattern/Contract Type Full Time Permanent