Productivity Lead

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Productivity Lead

Posted


£40k + Bonus

Mid Cornwall

Permanent

Tech, Support

Overview of role

This role exists to ensure the day-to-day running of the college Productivity

platform services are delivered to a high standard and in accordance with

defined service level agreements. This role would be focussed around

SharePoint Online, OneDrive for Business, Power Platform and associated

technologies that are heavily utilised within the college. The role is also

responsible for the Productivity continual service improvement ensuring

that the college has appropriate and available Productivity platform services

to support its ongoing needs.

 

Accountabilities

Key responsibilities:

 

  • Responsible for the successful delivery of Productivity services within a Service Management framework and in line with the agreed college standards and Service Levels;
  • Responsible for managing the resolution of major incidents and any escalated issues relating to Productivity tools within Microsoft 365 (SharePoint, OneDrive for Business, Power Platform, Office Online);
  • Responsible for supporting delivery of technological change across the Productivity platforms;
  • Responsible for the security, resilience, backup and monitoring of the college Productivity platforms;
  • Represent the Productivity services in Change Advisory Board meetings, daily and weekly Service Review meetings.
  • Responsible for maintaining service and enacting Productivity business continuity arrangements if necessary;
  • Responsible for mentoring junior staff within the Productivity team;
  • Responsible for fostering a practice of Productivity and continuous improvement within the Productivity & Automation team;
  • Responsible for identifying and undertaking Service Improvements;
  • Responsible for identifying opportunities to reduce environmental impact and implementing improvements;
  • Responsible for working closely with the other teams within IT to provide an excellent IT Service;
  • Responsible for contributing to proposed solutions to ensure they are fit for purpose and provide optimal value for money;
  • Responsible for the adoption into service of new solutions ensuring operational suitability;
  • Responsible for responding to customer improvement activity;
  • Deputation for the Productivity & Automation Manager as required.

Key objectives:

  • To deliver Productivity Services in line with the agreed service levels.
  • To drive adoption and promote best practice within the SharePoint Online & OneDrive for Business areas.
  • Be a stakeholder in determining whether a new release, affecting a service in production, is ready for promotion.
  • Contribute to the delivery of updates or solutions to the SharePoint Online & OneDrive for Business environments.
  • Possess a detailed understanding of SharePoint Online, OneDrive for Business & the Power Platform toolset and how these technologies could be used within Kings.
  • To operate in line with the College IT Operating Model and Values and to promote these within the Productivity Team.
  • To contribute to the Productivity service/product roadmap.
  • To assist the Productivity manager to prioritise the product backlog for new releases to all customers.
  • To drive operational excellence across Productivity Services within the SharePoint Online area.

Communication & networking:

  • Develop and maintain collaborative and inclusive relationships with peers, key College stakeholders, management and colleagues.
  • Develop and maintain good morale within the Productivity team.
  • Utilise effective communication skills with the Productivity team to ensure that service targets, objectives and strategies are clearly understood.

 

Decision making, planning & problem solving:

  • To develop and continually improve the college Productivity Platform services.
  • To deliver statistical information about Productivity services leading to improved services.
  • Ensure the root cause of all Productivity P1, P2 and escalated incidents are obtained and actively seek to eliminate such root causes through a practice of continuous improvement.
  • Identify and implement service improvements for the Productivity service that optimise costs, resources and service delivered.
  • Work with the Productivity manager to create a forward plan of activities and resources and ensure these are implemented.

 

Architectural and service delivery:

  • Adhere to a best practice Service Management and Architectural framework (ITIL, TOGAF)
  • Ensure that user experience and satisfaction is at the forefront of all activities.
  • Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Productivity services.
  • Keep abreast of changing trends and market developments of current and future technologies within the SharePoint Online arena.
  • Identify new Productivity technologies that can provide benefit to the College.

Team work, teaching & learning support:

  • To provide technical leadership, coaching, mentoring and support for junior members within the Productivity team to achieve the goals and objectives of their jobs.

 

Key skills and experience required

 

(E) – Essential

(D) – Desirable

  • Education to degree standard and/or equivalent qualifications/experience (E)
  • Ideally Microsoft Certified Solutions Expert or equivalent qualifications and experience (E)
  • ITIL qualification (Foundation Minimum) (D)
  • TOGAF (D)
  • In-depth expertise in Productivity environments (E)
  • Excellent working knowledge of SharePoint Online and OneDrive for Business. (E)
  • Excellent working knowledge of the Power Platform suite (Power BI,
  • Power Apps, Power Automate, Power Virtual Agents, Dynamics 365)
  • Excellent SharePoint Online & OneDrive for Business troubleshooting skills and knowledge of problem resolution methodologies (E)
  • Solid Project Online troubleshooting skills and knowledge of problem resolution methodologies (D)
  • Demonstrated in-depth experience managing complex Microsoft 365 environments (E)
  • The ability to technically mentor junior members of staff (E)
  • Good knowledge of IT Security protocols, processes, policies and standards (E)
  • Experience of managing small projects (E)
  • Experience in operational IT planning and execution (E)
  • Involvement in implementing IT security policy and standards (D)
  • Experienced in IT service management, including change, incident and problem management (E)
  • Demonstration of the technical skills needed to handle innovation and change resulting from the implementation of new IT solutions (E)
  • Experience of working with ITIL based Service processes and functions including Service Desk and Service Process Managers (E)
  • Experience and knowledge of supporting technical solutions in a complex, multi-stakeholder environment (E)
  • Good knowledge of industry technical standards (E)
  • Experience of working with enterprise scale applications, infrastructure and software (E)
  • Proven ability to write technical documentation and operational manuals (E)
  • Proven ability to support a set of complex operational services (E)
  • Ability to effectively delegate to less technical staff while maintaining full technical control (E)
  • Experience working in an Agile environment to deliver service improvement (D)
  • Appreciation of the contemporary problems and issues facing the HE sector (D)
  • In-depth understanding of complex technical issues (E)
  • Well-developed technical skills, with particular emphasis on advanced troubleshooting, technical management and technical best practice (E)
  • Demonstrated appreciation of the role of the academic school and departmental disciplines and their specific IT Support needs (E)
  • Demonstrated flexibility and positive attitude towards the support of technical services in a fast-paced environment with inherent risks and a number of stakeholders with differing views of success (E)
  • Proven experience showing the ability to fully deputise for the Productivity & Automation Manager in any or all circumstances (E)
  • Ability to identify and manage priorities (E)
  • Excellent written and oral communication skills (E)
  • Excellent relationship and interpersonal skills (E)
  • Ability to articulate ideas to both technical and non-technical audience (E)
  • Innovative and proactive approach to work (E)
  • Ability to set and achieve goals for self (E)
  • Ability to communicate effectively with staff at all levels (E)
  • Willingness to update professional knowledge and a commitment to continuous improvement (E)Overview of roleThis role exists to ensure the day-to-day running of the college Productivity

    platform services are delivered to a high standard and in accordance with

    defined service level agreements. This role would be focussed around

    SharePoint Online, OneDrive for Business, Power Platform and associated

    technologies that are heavily utilised within the college. The role is also

    responsible for the Productivity continual service improvement ensuring

    that the college has appropriate and available Productivity platform services

    to support its ongoing needs.

     

    Accountabilities

    Key responsibilities:

     

    • Responsible for the successful delivery of Productivity services within a Service Management framework and in line with the agreed college standards and Service Levels;
    • Responsible for managing the resolution of major incidents and any escalated issues relating to Productivity tools within Microsoft 365 (SharePoint, OneDrive for Business, Power Platform, Office Online);
    • Responsible for supporting delivery of technological change across the Productivity platforms;
    • Responsible for the security, resilience, backup and monitoring of the college Productivity platforms;
    • Represent the Productivity services in Change Advisory Board meetings, daily and weekly Service Review meetings.
    • Responsible for maintaining service and enacting Productivity business continuity arrangements if necessary;
    • Responsible for mentoring junior staff within the Productivity team;
    • Responsible for fostering a practice of Productivity and continuous improvement within the Productivity & Automation team;
    • Responsible for identifying and undertaking Service Improvements;
    • Responsible for identifying opportunities to reduce environmental impact and implementing improvements;
    • Responsible for working closely with the other teams within IT to provide an excellent IT Service;
    • Responsible for contributing to proposed solutions to ensure they are fit for purpose and provide optimal value for money;
    • Responsible for the adoption into service of new solutions ensuring operational suitability;
    • Responsible for responding to customer improvement activity;
    • Deputation for the Productivity & Automation Manager as required.

    Key objectives:

    • To deliver Productivity Services in line with the agreed service levels.
    • To drive adoption and promote best practice within the SharePoint Online & OneDrive for Business areas.
    • Be a stakeholder in determining whether a new release, affecting a service in production, is ready for promotion.
    • Contribute to the delivery of updates or solutions to the SharePoint Online & OneDrive for Business environments.
    • Possess a detailed understanding of SharePoint Online, OneDrive for Business & the Power Platform toolset and how these technologies could be used within Kings.
    • To operate in line with the College IT Operating Model and Values and to promote these within the Productivity Team.
    • To contribute to the Productivity service/product roadmap.
    • To assist the Productivity manager to prioritise the product backlog for new releases to all customers.
    • To drive operational excellence across Productivity Services within the SharePoint Online area.

    Communication & networking:

    • Develop and maintain collaborative and inclusive relationships with peers, key College stakeholders, management and colleagues.
    • Develop and maintain good morale within the Productivity team.
    • Utilise effective communication skills with the Productivity team to ensure that service targets, objectives and strategies are clearly understood.

     

    Decision making, planning & problem solving:

    • To develop and continually improve the college Productivity Platform services.
    • To deliver statistical information about Productivity services leading to improved services.
    • Ensure the root cause of all Productivity P1, P2 and escalated incidents are obtained and actively seek to eliminate such root causes through a practice of continuous improvement.
    • Identify and implement service improvements for the Productivity service that optimise costs, resources and service delivered.
    • Work with the Productivity manager to create a forward plan of activities and resources and ensure these are implemented.

     

    Architectural and service delivery:

    • Adhere to a best practice Service Management and Architectural framework (ITIL, TOGAF)
    • Ensure that user experience and satisfaction is at the forefront of all activities.
    • Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Productivity services.
    • Keep abreast of changing trends and market developments of current and future technologies within the SharePoint Online arena.
    • Identify new Productivity technologies that can provide benefit to the College.

    Team work, teaching & learning support:

    • To provide technical leadership, coaching, mentoring and support for junior members within the Productivity team to achieve the goals and objectives of their jobs.

     

    Key skills and experience required

     

    (E) – Essential

    (D) – Desirable

    • Education to degree standard and/or equivalent qualifications/experience (E)
    • Ideally Microsoft Certified Solutions Expert or equivalent qualifications and experience (E)
    • ITIL qualification (Foundation Minimum) (D)
    • TOGAF (D)
    • In-depth expertise in Productivity environments (E)
    • Excellent working knowledge of SharePoint Online and OneDrive for Business. (E)
    • Excellent working knowledge of the Power Platform suite (Power BI,
    • Power Apps, Power Automate, Power Virtual Agents, Dynamics 365)
    • Excellent SharePoint Online & OneDrive for Business troubleshooting skills and knowledge of problem resolution methodologies (E)
    • Solid Project Online troubleshooting skills and knowledge of problem resolution methodologies (D)
    • Demonstrated in-depth experience managing complex Microsoft 365 environments (E)
    • The ability to technically mentor junior members of staff (E)
    • Good knowledge of IT Security protocols, processes, policies and standards (E)
    • Experience of managing small projects (E)
    • Experience in operational IT planning and execution (E)
    • Involvement in implementing IT security policy and standards (D)
    • Experienced in IT service management, including change, incident and problem management (E)
    • Demonstration of the technical skills needed to handle innovation and change resulting from the implementation of new IT solutions (E)
    • Experience of working with ITIL based Service processes and functions including Service Desk and Service Process Managers (E)
    • Experience and knowledge of supporting technical solutions in a complex, multi-stakeholder environment (E)
    • Good knowledge of industry technical standards (E)
    • Experience of working with enterprise scale applications, infrastructure and software (E)
    • Proven ability to write technical documentation and operational manuals (E)
    • Proven ability to support a set of complex operational services (E)
    • Ability to effectively delegate to less technical staff while maintaining full technical control (E)
    • Experience working in an Agile environment to deliver service improvement (D)
    • Appreciation of the contemporary problems and issues facing the HE sector (D)
    • In-depth understanding of complex technical issues (E)
    • Well-developed technical skills, with particular emphasis on advanced troubleshooting, technical management and technical best practice (E)
    • Demonstrated appreciation of the role of the academic school and departmental disciplines and their specific IT Support needs (E)
    • Demonstrated flexibility and positive attitude towards the support of technical services in a fast-paced environment with inherent risks and a number of stakeholders with differing views of success (E)
    • Proven experience showing the ability to fully deputise for the Productivity & Automation Manager in any or all circumstances (E)
    • Ability to identify and manage priorities (E)
    • Excellent written and oral communication skills (E)
    • Excellent relationship and interpersonal skills (E)
    • Ability to articulate ideas to both technical and non-technical audience (E)
    • Innovative and proactive approach to work (E)
    • Ability to set and achieve goals for self (E)
    • Ability to communicate effectively with staff at all levels (E)
    • Willingness to update professional knowledge and a commitment to continuous improvement (E)