Position Description Head of Information and Communications Technology (ICT)

HR – PD – Head of ICT – V2.0 Page 1 of 2 Issue Date: 22 November 2017 Review Date: 22 November 2019

Location/s Support Services (Eight Mile Plains)

Reporting to General Manager – Corporate Services

Direct Reports Service Desk Manager Systems Administrator Web Developer Business Systems Support Officer/s

Level As per the Hay Group Job Evaluation Framework

Date Updated November 2017

About the Role

The Head of Information and Communications Technology (ICT) will ensure the efficient and effective operation of

the ICT department in alignment with the business and strategic objectives of the organisation. They will provide

plans and direction to ensure that technologies meet the current RAQ needs, whilst also staying abreast and

ensuring a level of sophistication in terms of the future use of technology within RAQ. They will coordinate ICT

related activities, as well as provide management direction and support for daily operational of the ICT

department.

This position will assist in advancing the change agenda of the organisation and will also play a key role in

collaborating with all levels of management in implementing, monitoring, and reviewing organisational strategy.

This includes ensuring inter-departmental collaboration beyond individual portfolios, particularly in policy

production, carrying out organisational improvement initiatives and risk management processes.

Key Responsibilities

Leadership

Participate fully and take a lead role in the collective responsibility of delivering on organisational objectives, including through engagement and collaborative effort with employees at all levels in the organisation.

Be a role model for effective and positive leadership which is ethical, results driven and future-oriented.

Identify, analyse, plan and meet workplace needs through the development of appropriate structures, processes and accountabilities.

Strategic Management

Develop a plan for ICT to support and implement requirements that support the objectives to be achieved in the RAQ Strategic Directions 2017 – 2022 and supporting work plans.

With the support of the General Manager – Corporate Services and in consultation with the Executive Team, develop and implement ICT strategies to meet risk, growth and opportunities.

Report to the General Manager – Corporate Services, who in turn reports to the Audit, Finance and Risk Committee any ICT risks and issues.

Contribute to RAQ’s strategic planning cycle and show leadership in assisting in the collaborative achievement of goals.

Provide expert advice on contemporary ICT practices to the General Manager – Corporate Services and the Executive Team.

Develop and implement strategies that enable the identification, readiness and response to areas of risk associated with ICT infrastructure.

Position Description Head of Information and Communications Technology (ICT)

HR – PD – Head of ICT – V2.0 Page 1 of 2 Issue Date: 22 November 2017 Review Date: 22 November 2019

Strategic Management cont’d

Provide support to the General Manager – Corporate Services in the development of strategies and execute the use of corresponding architecture that is consistent with organisational objectives.

Ensure the implementation of identified ICT projects that meet established deadlines.

Ensure the provision of effective ICT performance, client support, application development and processes.

Budget & Asset Responsibilities

Provide guidance to the General Manager – Corporate Services regarding utilisation of the ICT Budget.

Report on areas of organisational efficiencies and savings.

Manage vendor relationships and contracts.

Operational Management

Manage ICT resources to enhance the operational effectiveness of the organisation.

Manage the development, review and update of systems to ensure the usability, reliability, accuracy, continuity and efficiency for the organisation.

Ensure systems and applications are operational within specified parameters as per any service level agreements.

Participate in Workgroups and Committees as directed by the General Manager – Corporate Services.

Provide analysis and reports on ICT matters and trends to the General Manager – Corporate Services.

Pursue opportunities for efficiency and systems improvements relating to ICT.

System Compliance & Documentation

With the support of the ICT Team develop policies, procedures and work instruction to ensure the organisation understand what is expected of them when utilising technology.

Leadership Responsibilities

Participate fully and take a lead role in the provision if ICT advice and the delivery or organisational objectives relating to ICT.

Provide leadership and direction to the ICT team.

Manage the ICT team through regular performance reviews and development activities.

Administer ICT team logistics, leave and inter-team dynamics.

Be a role model for effective and positive leadership which is ethical, results driven and future-oriented.

Compliance and Quality Management

In collaboration with the Manager - Risk and Compliance, facilitate and operationalise the agreed processes and documents required for the maintenance of accreditations (Human Services Quality Framework and ISO 9001), including risk identification and management.

Promote regular and ongoing opportunities for employees to give feedback.

Other Organisational Responsibilities

Adhere to all organisational policies, procedures, standards and practices.

Act only in ways that advances RAQ objectives, values and reputation.

Other duties, consistent with skills and experience, as directed by the reporting manager.

Position Description Head of Information and Communications Technology (ICT)

HR – PD – Head of ICT – V2.0 Page 1 of 2 Issue Date: 22 November 2017 Review Date: 22 November 2019

Core Competencies

Business Acumen Applies knowledge of the business and the industry to advance the organisation's goals.

Inspires Others Creates a climate where people are motivated to do their best to help the organisation achieve its objectives.

Service Excellence Builds strong client relationships and delivers client-centric solutions. Seeks ways to improve outcomes for clients as consistent with RAQ’s Mission, Vision and Values.

Professionalism Gains the confidence and trust of others through honesty, integrity, and authenticity.

Inclusion Interacts with all stakeholders in ways that demonstrate respect of social and cultural differences, and a commitment to challenging attendant social inequities.

About You To be successful in this position you will have:

Required Highly Desired

Qualifications Undergraduate qualifications in IT. Certification in ITIL

Experience Demonstrable industry experience in managing: o Windows Server architecture o VMware or other virtualisation

systems o Network design o Telephony services design o Citrix o SQL, PostgreSQL and other database

technologies o Web Hosting and platforms

Backup & continuity technologies.

Proven experience in ICT infrastructure planning, development and running an ICT department.

Experience in procuring services and managing vendor relationships and contracts.

10+ years proven industry experience.

5+ years team management

Not for profit or Health industry experience.

Knowledge Broad knowledge of IT processing systems, concepts, and methodologies.

An understanding of technological requirements for a medium sized enterprise.

Demonstrated aptitude for learning new technologies.

Call centre technologies

Customer information management

Position Description Head of Information and Communications Technology (ICT)

HR – PD – Head of ICT – V2.0 Page 1 of 2 Issue Date: 22 November 2017 Review Date: 22 November 2019

Skills

Demonstrated business acumen and ability to lead significant change.

Solid leadership and emotional intelligence skills with demonstrated ability to engage others to understand and embrace organisational culture, directions, goals and client service ethos.

Demonstrated ability to develop and maintain effective relationships with key stakeholders, and highly developed negotiation and strategic relationship management skills.

Demonstrated ability to help form agile and high performing teams.

Ability to identify opportunities for change and lead improvement initiatives.

Highly developed communication skills, both written and verbal, including an ability to prepare high level reports to Executives and external parties.

An ability to manage a multitude of complex tasks and projects simultaneously.

It should be noted that Position Descriptions are under constant review and may be changed at any time.