Job Specification

Purpose of Position :

Working under the general direction of the Manager, Application Technology Services, provides technical team leadership and management support to enable the delivery of information and information technology. Takes an active leadership role in major/critical system operations problems. Supervises staff and manage time and information technology infrastructure resources; ensure resolution of immediate operating incidents and meet demanding targets and service level contracts cost effectively. Manages the development, support, and maintenance of quality IT solutions and infrastructure, within budget and project schedule.

Duties / Responsibilities :

1.Provides complete management for systems operations, from inception to post-implementation and support, in a full range of technical environments, in support of mission critical systems, services and activities. Scope includes implementation planning of all necessary hardware and software, conversion, user training, policy and procedure impact management, communications, and support through the help desk, nightshift maintenance and support, ensuring the stability of these systems. Provides timely first- level diagnoses of critical incidents.

2.Ensures the successful delivery of projects on time and in budget and that business needs are met. Develops project plans and systems methodologies, identifying and acquiring the necessary resource requirements and funding, and managing the plan to ensure targets are achieved as committed. Oversees all areas of project management including: preparation of Requests for Proposals, development of contracts, product fit analysis, product acquisition, systems integration, customization, conversion, user training, process control, planning of resources, negotiating priorities and production schedules; monitoring of project progress and reviewing quality of the work to ensure high standards are me by project team. Develops business cases and RFPs and RFRs, evaluates vendor proposals and negotiates and manages contractual agreements between the ministry and service providers.

3.Manages project teams comprised of inter-disciplinary colleagues across ministries, service providers and external consultants.

4.Manages human resources, including recruitment and selection, orientation, identification and implementation of skills enhancement strategies, provisions of training and staff development, assignment of work. Determines performance standards and conducts performance reviews: handles labour relations matters.

5.Prepares multi-year and annual plans for systems support and development, technical infrastructure support, and establishment of resource allocation needs for these. Develops of service level agreements and contracts with service providers.

6.Participates as a member of various ministry, division committees and task forces, to provide input to IT standards, policies, guidelines and procedures and to provide advice on planning and advancing the goals of the organization. Participates in branch decision-making processes including strategic and business planning, policy and standards development. Contributes to the development of written communications and training to ensure effective delivery of procedures. Acts in the absence of the manager when necessary.

7.Develops and monitors standards, processes, methods, techniques and controls to ensure optimum systems performance and the integrity, security, confidentiality and reliability of data relating to client server systems environments and to provide contingency recovery in the event of major systems problems.

8.Develops, fosters and manages effective relationships and partnerships with vendors, suppliers, staff, project team members and interdisciplinary colleagues to facilitate cooperative approaches and mutual business efforts.

9.Participates in the ongoing evaluation of emerging trends and technologies. Develops and implements innovative and creative approaches, opportunities and initiatives for the delivery of high quality, value added and efficient services and products which effectively address clients' business needs and expectations.

10.Develops and implements performance measures, benchmarking and quality assurance standards based on the establishment of challenging and achievable goals; manages operational performance and the subsequent evaluation of productivity and effectiveness of assigned projects. Ensures that all operational documentation is properly completed. Conducts trend analyses and translation of outcomes, which provides value to the planning and decision making activities of the organization.

11.Creates and promotes a productive teamwork business environment and customer service culture which fosters the long-term learning and development of others through coaching, training or other experiences and where the organization's values in such areas as risk taking, creativity, customer service excellence, and innovation are inculcated.

Knowledge :

Position requires expert working knowledge and understanding of systems analysis and design principles, practices, methods and techniques and understanding of Enterprise Resource Planning systems and its technology environments to provide leadership in the development of systems to meet clients' high demands and program needs. Excellent management skills and a thorough knowledge and understanding of project management techniques and methodology to effectively project lead large and small projects concurrently with day-to-day operations. Strong analytical skills are required in order to determine root causes of a problem and to determine which actions are appropriate to minimize service interruptions. Sound organizational skills are essential to keep track of daily customer requirements for computer processing, and ensuring adequate staffing. Knowledge of budgeting to develop and manage assigned budgets. Excellent technical skills and understanding of the advances in technology to provide senior level technical expertise and team leadership. Ability to plan, organize, and coordinate human, financial and material resources in order to achieve a variety of objectives. Knowledge of Ontario government information technology strategies, plans, standards and directives and the programs, strategic directions and information priorities to ensure projects comply with established standards, directions and plans. Contract management and negotiation skills and knowledge of government tendering policies and processes to acquire and negotiate contract agreements with external vendors. Communication, promotional and mediation skills to make presentations to client management, promote innovative processes and foster cooperation among clients and technical staff. Excellent customer service skills to provide ongoing consultative advice and support to clients.

Judgement :

Work is performed under the general direction of the Manager, Application Technology Services and within the broad
framework of government information technology standards, plans and guidelines. Judgment is exercised in planning,
coordinating and leading a variety of systems development projects through the assessment of existing systems
performance and the analysis of clients' short and long-term business needs. Position exercises judgment in determining systems development and maintenance priorities with diverse clients. Judgment is required in determining optimum systems solutions to meet user needs within time and budgetary constraints. Judgment is used in determining priorities and schedules, assessing resources required, delegating and controlling tasks, monitoring activities and timeframes and expenditures; in recommending information technology quality control standards, in interpreting and implementing policies, and in establishing and applying criteria for requests for proposals; ensure systems meet quality standards for reliability, confidentiality, security and contingency recovery. Judgment is also required in supervising professional, technical staff, and clerical support staff and in making hiring, appraisals, training, and disciplinary decisions; in determining appropriate methods of staffing, e.g. branch personnel, contract or fee for services, in establishing observable performance indicators to aid in the performance evaluation of staff and consultants. Judgment is also required in determining appropriate level and nature of communications to ensure coordination between shifts, particularly when problems have occurred, and to follow-up to ensure continuity, consistency and concerted problem/critical incident management.

Accountability - Programs :

The incumbent is accountable for managing the development, implementation, support, and maintenance of IT solutions and systems to meet the organization's goals. Ensures project planning, quality, and effective utilization of assigned financial, material and human resources within established timeframes and standards.

Accountability – Personnel :

The position has direct accountability for and supervises systems staff, assigned client staff and contract or fee for service personnel. Responsible for goal setting and review of staff, making hiring decisions, and recommending merit increases.

Accountability - Finance and Materials :

Responsible for administration of operations and project budgets; tendering and hiring consultants; accountable for
monitoring contract costs provided by private sector consultants. Accountable for the security of confidential information and the integrity/availability of data during the systems development and maintenance processes.

Accountability - Impact of Errors :

Errors in project planning and management could delay the implementation of critical IT solutions and systems and
significantly disrupt the programs and lead to excessive project and operating costs. Failure of systems could cause undue hardship to the most vulnerable clients Failure to develop effective contingency recovery processes and control the security, confidentiality and integrity of data could lead to serious breaches of privacy resulting in legal action, high costs to correct, and loss of credibility by the public.

Contact - Internal :

Regular contact with all levels of staff, to negotiate detailed terms of reference, review contracts and specifications for
projects undertaken by external consultants, provide advice and assistance in the development and implementation of new technical solutions and to obtain approval at system quality reviews and funding reviews. Contact as required to manage critical incidents and major problem and ensure that their impacts are minimized, and manage related communications, coordination and follow-up, even after a shift. With ministry senior officials, managers, and other technical staff. Occasional contact with senior management to provide briefings/advice on systems projects.

Contact - External :

Regular contact with various systems and other equipment or service vendors to tender and contract for resources and/or equipment and services and to project lead assigned external service providers. Regular contacts with peers and colleagues in the systems community to maintain an awareness of the state-of-the-art technology and its application to user needs. Contact as required to manage crisis incidents and major problems with critical applications, ensure that their impacts are minimized and manage related communications, co-ordination and follow up, including after the shift.