JOB DESCRIPTION

TITLE: ICT Quality Manager

REPORTS TO: ICT Service Delivery Manager

LOCATION: Any IOPC Office

GRADE: 12

SALARY: £37,120 (plus London Weighting Allowance of £4,351, if based in Canary Wharf or Croydon)

CONTRACT: Permanent

PURPOSE

This post has been created to help the IOPC to continue to drive towards a high-quality, mature

ICT service. The post holder will report to the ICT Service Delivery Manager for service integration

and will be the IOPC lead on the maintenance of a quality ICT service. Responsibilities include the

ongoing management and verification of the implementation of ICT policies and procedures,

ensuring that processes are developed and delivered accurately and are informed by Continual

Service Improvement.

The role holder will own the Problem Management, Change Enablement and Release

Management processes, line-managing a Quality Officer responsible for delivering the day-to-day

documentation and process management.

The ICT Quality Manager will be capable or reviewing task implementation against compliance,

offering constructive feedback to resolvers about the accuracy of their work and aid the

development of enhanced working practice. The role holder will be capable of providing robust

review of existing ICT process, as well as participate in the preparation of the onboarding of new

ICT services by informing Acceptance in to Service best practice.

They will dip-sample the management of access controls to ensure that data is appropriately

protected, highlight process and access control gaps and work as part of the solution to manage

data risk.

They will be able to present their findings verbally, graphically and in narrative form, providing

upward assurance that all ICT processes are being maintained to the highest quality.

The post holder will be security cleared to a minimum of SC level.

ORGANISATIONAL CONTEXT

We work in the context of our agreed values which inform the way we do things at the IOPC. The

ICT Quality Manager will need to be commited to managing in the context of these values.

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MAIN DUTIES AND RESPONSIBILITIES

Duties will include:

1. Owning the touchstone processes of ICT Change Enablement, Release Management and Problem Management, chairing the Change Advisory Board and ensuring the maintenance of standards across these processes.

2. Collaborative working with internal stakeholders to review and manage ICT practices and procedures in the context of wider IOPC processes, including but not limited to Cyber Security, Data Protection, Procurement and project delivery.

3. The ongoing review of access management controls, ensuring that data held by the IOPC is managed well and protected proportionally; this will include the regular review of data which is most at risk, to maintain robust controls which give assurance to the Senior Information Risk Owner (SIRO).

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4. The ongoing monitoring of the timeliness, accuracy and customer satisfaction of incident response and service request fulfilment. The role holder will be able to report findings, recommend improvements and challenge poor practice.

5. Provide management reporting in a range of forums on compliance with ICT targets. 6. Support the development of processes for new services, to ensure they are efficient,

repeatable and deliver quality. 7. Work with ICT Service Delivery Managers to provide feedback to third parties on the

quality of the service provided to the IOPC. 8. Be a critical friend to the ICT department, making recommendations on best practice

in the context of the evolving ICT industry. 9. Networking with quality management teams across the IOPC, to integrate processes

across the organisation and ensure consistency of approach. 10. Shape and drive Continual Service Improvement initiatives.

KEY RELATIONSHIPS:

The post holder will work closely with the all members of the ICT team, particularly those

who lead on service delivery and the contracting of new services. However, the role holder

will also be expected to maintain relationships across the business, being the lead on

initiatives and best practice focused on the quality of ICT services.

Head of ICT Service Delivery Managers x 3 ICT Security and Information Assurance Manager Deputy Director General (Corporate Services) – SIRO IOPC Data Protection Team IOPC Procurement Team Other Quality Management teams across the IOPC

The post holder will be Chair of the Change Advisory Board (CAB) a member of the following

IOPC Governance Boards:

Digital Programme Board

Information Assurance Board

PERSON SPECIFICATION

Significant experience of ICT delivery and proficient in all ITIL processes.

Experience of the analysis of incident management and service request fulfilment

Experience of reviewing and reforming ICT processes based on best practice and robust ICT principles,.

Careful attention to detail.

Tenacious approach to the improvement of ICT processes and the uncompromising maintenance of the highest standards of ICT delivery.

Confident communications with both internal and external stakeholders.

**Any move to the IOPC from another employer will mean you can no longer access

childcare vouchers. This includes moves between government departments. You may

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however be eligible for other government schemes, including Tax-Free Childcare. Determine

your eligibility at https://www.childcarechoices.gov.uk/.**

Selection process

We'll assess you against these behaviours during the selection process:

Managing a Quality Service Changing and Improving Seeing the Big Picture Communicating and Influencing Working Together Making Effective Decisions

This vacancy is using Success Profiles, to find out more, please click here. Throughout the

recruitment process we will assess your Behaviours, Experience, Strengths, Technical and

Values.

As part of the application process you will be asked to provide the following and upload to

the relevant section of the application form:

1. CV

2. Statement of suitability

What is Success Profiles?

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Success Profiles moves us to a tailored way of assessing, dependent on the requirements of

the job. For each role we advertise, we consider what you will need to demonstrate in order

to be successful. This gives us the best possible chance of finding the right person for the

job, drives up performance and improves diversity and inclusivity so that we can truly reflect

the communities that we serve.

Not all of the elements are relevant to every role, and will vary depending on the level and

type of role. You should ensure you read the job description carefully to see what elements

are required for the specific job you are applying for. There are separate guides to each of

the elements, which will give you more information about what and how you can

demonstrate specific requirements.

How the elements are assessed

You could be assessed in a number of different ways, depending on the type of role and

level you are applying for. Using a range of assessment methods helps us to more

accurately match people to the essential requirements of the job. For example, you may be

asked to complete an application form; provide a CV and supporting statement; attend an

assessment centre; or complete an online test.. Often a combination of these approaches

will be used and more than one element may be tested within the same assessment method.

Details of which elements will be assessed and how we will assess you against these, are

included in the job description.

Reasonable adjustments

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The IOPC is a diverse and inclusive workplace and we want to help you demonstrate your

full potential whatever type of assessment is used. If you require any reasonable

adjustments to our recruitment process please contact

humanresources@policeconduct.gov.uk.

Preparation checklist

Review the full job description ☐

Review the behaviours and the descriptors for each behaviour☐

Review the Strengths dictionary ☐

Review the IOPC values ☐

Consider your Strengths ☐

Consider drafting example answers that cover the specific elements ☐

Prepare some questions to ask the interviewers ☐