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:

• Manage relationships and contracts with suppliers including third party support services, cabling contractors, hardware suppliers, AV providers and Welsh Government frameworks.
• Work with the Technical Infrastructure Manager and the wider Schools ICT Support Service to identify upcoming projects, assist in the management of the project 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.
• Develop the School’s ICT Service provision by supplying products or services in order to maximise benefits.
• 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.
• Monitor compliance with corporate policies and statutory requirements.
• Provide advice, guidance and support in the planning phases of projects to ensure that all requirements are considered in the overall specification.
• Negotiate and review internal and external agreements and liaise with service providers, stakeholders and schools to maintain or improve levels of service.
• Assist with the development, integration and operation of ICT services to schools to drive forward customer care.
• 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.
• Support and contribute to service improvement activities and initiatives.
• Contribute to the Service’s performance, objectives, targets and achievement of quality standards.
• 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, polices, processes and procedures.
• Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.

• 
  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.

You should apply for this post using our online application form by clicking the “Apply now” button on this page. If it is not possible for you to apply on-line, you may request an application pack by telephoning (029) 20872222 and quoting the job reference.

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

These vacancies are suitable for post share.

If you 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 (h.david@cardiff.gov.uk) 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: