Example job roles: IT Service Manager, Digital Education Advice, Service Delivery Management
Level: AdvancedÌý
Experiences
Activities and responsibilities likely to be required when working at this level
- Requirements management – capturing high level business requirements and translating them in a way that can be understood by IT
- Relationship management of senior stakeholders, suppliers and external organisations, managing expectations, applying influencing and negotiation skills
- Shaping and surfacing demand for services
- Comprehensive understanding of the entire service portfolioÌý°ùesponsible for the delivery of service levels agreed with the business
- Insight and understanding of how services are usedÌýensuring that Ïã¸ÛÁùºÏ²Ê gets the best value from its investment in IT and how the value can be unlocked
- Ensuring excellent customer satisfaction and perception
- Identifying and understanding trends from a variety of data sources to support business decision making and strategy
Personal and professional development
Development options to consider when working towards this level
Learning on the job
- Gain an understanding of how to build a network
- Run events to raise awareness of technology within departments
- Understanding of stakeholder needs
- Analysing data to provide insight
- Look for relevant secondment opportunities
Learning from othersÌýÌý
- Work shadowing; taking an active part in meetings, participating in training sessions
- Providing small group support on different technologies
- Preparing support/guidance materials
- Facilitating events
- Liaising with and mediation between other operational groups
Formal learning
- Certified Member of the Association for Learning Technology (CMALT) qualification
- Higher Education Authority (HEA) qualification
- Business Relationship Manager (BRM) Practioner
- ITIL service strategyÌý
- Service level management
- Training in persuading and influencing
Transferable skills and competencies
Ïã¸ÛÁùºÏ²Ê uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out moreÌýdetails on the framework.
Relating and Networking
- Building rapport
- Networking
- Relating across levels
- Managing conflict
- Using humour
Formulating strategies and concepts
- Thinking broadly
- Approaching work strategically
- Setting and developing strategy
- Visioning
Persuading and influencing
- Making an impact
- Shaping conversations
- Appealing to emotions
- Promoting ideas
- Negotiating and gaining agreement
- Dealing with political issues
Ïã¸ÛÁùºÏ²Ê Ways of Working
These describe expected behaviours in line with Ïã¸ÛÁùºÏ²Ê culture and values.Ìý For Ways of Working indicators and steps to development please refer to theÌýWays of Working website.Ìý
“Career Pathway roles are indicative and are not intended to be a description of the role in terms of responsibilty and duties.