Professional Specialist Manager



Last updated:<date>JOB DESCRIPTIONPost title:Business Relationship ManagerAcademic Unit/Service:iSolutionsFaculty:Professional ServicesCareer Pathway:Management, Specialist and Administrative (MSA)Level:5*ERE category:n/aPosts responsible to:Business Relationship Manager Team LeadPosts responsible for:n/aPost base:Office-based/Non Office-based (see job hazard analysis)Job purposeThe Business Relationship Managers function is to build and manage strategic relationships with Faculties and Professional Services at the University of Southampton in order to stimulate, surface and shape strategic ICT demand and ensure that the solutions and services centrally provided, offer maximum value to the University and all of its supporting activities.The BRM mission statement is to be “trusted advisors, building and managing our relationships to develop, align and support iSolutions and University strategy”Key accountabilities/primary responsibilities% TimeStrategic Engagement40 %Contribute to the strategic planning cycle of iSolutions, Faculties and Professional Services’ to fully leverage iSolutions support and services, and deliver value to the University.Appreciate iSolutions and University priorities, and to apply these in managing work outcomes.To act as ambassadors for iSolutions, providing an effective interface for communication, escalation and opportunity between iSolutions and the University CommunityEnsure oversight of our business partner’s portfolio and work in a collaborative manner with iSolutions staff, and the Faculties/Professional Services, to assess and determine how to gain maximum benefit from it.Effective management of our stakeholders through stakeholder mapping and profiling techniques, aligning with the portfolio of personas of our business partners and ensuring our engagement is tailored, personalised and appropriate.Support in the development and delivery of iSolutions Customer Experience Strategy, and champion the embedding of this culture to nurture a collegiate and supportive environment.Utilise change management approaches to transition business partners’ ICT resources, processes, or any other modes of operation that significantly reshape the University.Generate original ideas and innovate solutions, where precedents may not exist, through the provision of appropriate in-depth specialist, or broad management, knowledge and adviceContinuously improve the effectiveness and quality of BRM support and service provided to business partners through stakeholder/customer engagement, understanding of business drivers and customer requirements and engaging with continuous improvement activityMaintain specialist awareness of the HE sector and other sector activities and initiatives within the relevant specialist (Faculty) area, and take part in such activities should they be relevant to and of benefit to the work being undertaken at the University.Maintain external links with professional and/or specialist bodies or groups and identify best practise against industry standards and trends.Tactical Engagement60%Work with the Programme Management Office to facilitate the delivery of new/upgraded IT services, which provide maximum benefit whilst reducing the business impact of change.?Apply specialist/professional expertise and/or broad management experience, and use independent judgement, to manage unforeseen situations and/or medium term developments, and to deliver effective and efficient services throughout to meet customer requirements.Identify interdependencies between projects/programmes, working with PMO and stakeholders to exploit opportunities and risks as appropriateUtilise Matrix management to manage and negotiate cross-functional iSolutions teams to support initiation, management and delivery of tactical solutions/service requests.Escalate key risks and issues affecting iSolutions programme and service delivery to SMT and Team Leaders. Support partners in understanding ICT requirements/policies/responsibilitiesTo have regular engagement with business partners via appropriate committees, groups and meetings at Faculty and Professional Service level to learn and share pertinent information.Analyse and utilise management information and voice of customer to identify issues and opportunities within iSolutions services, and working with relevant teams to determine and implement sustainable solutions.To coordinate with iSolutions colleagues to develop appropriate, timely and quality communications strategies.To undertake the duties as part of an integrated team and be expected to adopt priorities and engage in activities that promote the effective working of the whole team.To support Service Management to facilitate the development of appropriate IT support services and agree service level targets.To support Service Management in the development of reporting processes and appropriate key performance indicators to inform Faculties/Professional Services of iSolutions performance against the Service Catalogue.To own, promote and support the development of the Service Catalogue, to be used as an effective information and marketing tool.Represent and/or promote the service area and the University at both internal and external meetings/events to ensure that unit/ discipline/ departmental issues are appropriately represented and acted upon, in line with the University’s operational plans and values.To take pro-active measures to ensure health and safety rules/guidelines are adhered to.Any other duties as allocated by the line manager following consultation with the post holder.Internal and external relationshipsDepartmental and University senior managementOther members of the department/University staffExternal customersRelevant suppliers and external contactsSpecial RequirementsThere may be a requirement to work varying core hours, and on occasion to work outside normal hours, to ensure that service commitments are met.Work across multiple University campus sitesPERSON SPECIFICATIONCriteriaEssentialDesirableHow to be assessedQualifications, knowledge and experienceSkill level equivalent or achievement of a professional qualification or postgraduate degree in business or IT related subjects.Experience within IT environment.Proven experience of managing outcomes in a complex, cross-functional environment.Exceptional stakeholder management and communication skills at all organisational levels.Able to apply sound judgement and reasoning when dealing with stakeholders and their business issues/opportunities.Able to appreciate University priorities and to apply these in managing work outcomesMembership of BRMI.PRINCE2 or similar project management qualification.Experience in higher EducationITILCV/InterviewPlanning and organisingAble to plan and manage major new projects or significant new activities, ensuring plans complement broader organisational strategy.Able to manage and co-ordinate multiple activities in an effective and efficient manner.Able to manage conflicting priorities in a sensitive and collaborative manner.Project management experienceCV/InterviewProblem solving and initiativeAble to identify broad trends to assess deep-rooted and complex issues.Able to apply originality in modifying existing approaches to solve problems.Able to support stakeholders in problem solving to define appropriate, effective and efficient solutions. CV/InterviewManagement and teamworkAble to manage team dynamics, ensuring any potential for conflict is managed effectively.Able to provide expert guidance and advice to colleagues to resolve complex problems.Able to support teams/stakeholders in prioritisation of activity to support and align with strategyCV/InterviewCommunicating and influencingAble to persuade and influence at all levels in order to foster and maintain effective relationships.Able to resolve tensions and difficulties as they arise.CV/InterviewOther skills and behavioursAble to effectively manage staff/stakeholders through change.Able to use initiative in managing and balancing workload across multiple areas.Integrity and honesty.Change Management experienceCV/InterviewSpecial requirementsN/AJOB HAZARD ANALYSISIs this an office-based post?? YesIf this post is an office-based job with routine office hazards (eg: use of VDU), no further information needs to be supplied. Do not complete the section below.? NoIf this post is not office-based or has some hazards other than routine office (eg: more than use of VDU) please complete the analysis below.Hiring managers are asked to complete this section as accurately as possible to ensure the safety of the post-holder.## - HR will send a full PEHQ to all applicants for this position. Please note, if full health clearance is required for a role, this will apply to all individuals, including existing members of staff.ENVIRONMENTAL EXPOSURESOccasionally (<30% of time)Frequently(30-60% of time)Constantly(> 60% of time)Outside work Extremes of temperature (eg: fridge/ furnace)## Potential for exposure to body fluids## Noise (greater than 80 dba - 8 hrs twa)## Exposure to hazardous substances (eg: solvents, liquids, dust, fumes, biohazards). Specify below:Frequent hand washingIonising radiation EQUIPMENT/TOOLS/MACHINES USED## Food handling ## Driving university vehicles(eg: car/van/LGV/PCV) ## Use of latex gloves (prohibited unless specific clinical necessity)## Vibrating tools (eg: strimmers, hammer drill, lawnmowers) PHYSICAL ABILITIESLoad manual handlingRepetitive crouching/kneeling/stoopingRepetitive pulling/pushingRepetitive liftingStanding for prolonged periodsRepetitive climbing (ie: steps, stools, ladders, stairs)Fine motor grips (eg: pipetting)Gross motor gripsRepetitive reaching below shoulder heightRepetitive reaching at shoulder heightRepetitive reaching above shoulder heightPSYCHOSOCIAL ISSUESFace to face contact with publicLone working## Shift work/night work/on call duties ................
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