A network of vocational training centres is developing a shared ICT services model across five training organisations and 24 campuses. The Senior ICT Manager will assess the operating model, shape IT governance and IT operations, and translate organisational requirements into workable service management structures.
The mission
The organisation is defining a future-proof approach to shared ICT delivery, including service ownership, operating processes, organisational structures and supplier responsibilities. The work covers ITIL-based service management, service catalog design, capacity planning and the operational impact of further centralisation. It will provide a consistent basis for managing ICT services across the participating training centres while preserving clear accountability for day-to-day operations.
You will evaluate the proposed operating model from an operational perspective and advise stakeholders on how ICT services should be organised and governed. Your work will connect strategic design decisions with practical implementation, including team structures, role definitions, competencies, vendor relationships and workforce planning. The programme is expected to run over several years, subject to approval of successive activities.
Your responsibilities
- Assess the feasibility of the proposed shared ICT operating model and identify the organisational conditions required for effective delivery.
- Define recommendations for IT governance, service ownership, accountability and decision-making across the participating organisations.
- Design and structure service catalogs, service management processes and supporting ITIL practices around the services that need to be delivered.
- Develop organisational models, team structures, role profiles and capacity plans that align ICT resources with operational demand.
- Advise on outsourcing models, supplier responsibilities and vendor management arrangements, including their effect on internal teams.
- Establish relevant KPI management approaches to monitor service performance, capacity, quality and operational accountability.
Your profile
Essential skills
- Bring senior-level experience in ICT management, with practical responsibility for organising, directing or optimising IT services.
- Apply IT governance principles to operating model design, service ownership, accountability and decision-making.
- Understand IT operations and the practical requirements of running reliable services across multiple organisations or business units.
- Use ITIL and service management practices to structure processes, responsibilities, service levels and continuous improvement activities.
- Translate business and operational requirements into clear service catalog design, organisational models and delivery responsibilities.
- Assess outsourcing models and manage the implications of external suppliers, internal capabilities and vendor management.
- Develop workforce planning and capacity planning approaches based on service demand, competencies and future operating requirements.
- Define meaningful KPI management frameworks and communicate operational recommendations clearly to senior stakeholders.
- Work independently across strategic and operational topics while coordinating input from multiple stakeholder groups.