Team Leader - Commercial Applications

Job title: Team Leader - Commercial Applications
Grade: Grade G
Role code: SKEIT140
Status: Police Staff
Home Office code: Organisational Support

Main purpose of the role:

Plan and oversee the development and implementation of commercial software within Kent Police, Essex Police and any other organisation for which a contracted service is provided, manage 2nd/3rd line technical services for commercial systems , providing high level technical advice and support in software handling and trouble shooting, ensuring the development and implementation of bespoke software and systems to achieve high standards of customer service and delivery of optimum operational and business benefits.

Main responsibilities:

• Manage and lead a team a team of senior application engineers, application engineers and an application administrator, responsible for a high quality planning, design, implementation and configuration of Commercial software, determining day to day priorities, allocating and quality assuring team activity, identify contingencies to support the maintenance of applications, evaluating and managing risks, in order to optimise performance and ensure high standards of service delivery.
• Supervise a team providing a skilled and effective 2nd/3rd technical support services for Commercial Applications, provide for a troubleshooting capability and the resolution of problems affecting installed collaboration and system management software, supporting the continued development and exploitation of systems, realising business benefits through process re-engineering opportunities, ensuring excellent standards of service delivery to IT users.
• Establish appropriate design standards, methods and tools, advise on evaluation and impact analysis of significant design options, co- ordinate the full impact analysis of new software releases and recommend upgrade plans, reviewing upgrades and fixes available from system software suppliers and identify those which merit action, preparing software implementation procedures with fall back contingency plans, ensuring that that new versions of system software are thoroughly tested and properly installed throughout the Force.
• Manage and motivate a team of technical staff, providing direction and leadership, undertaking staff appraisals, addressing welfare issues, advising on personal development, training and coaching, so as to maximise performance from individuals and satisfy personal aspirations, in order to ensure that staff fulfil their potential and contribute effectively to Force business.
• Co-ordinate the analysis and evaluation of proposed system changes across a multitude of system modules including commercial solutions, research and scope business needs, produce proposals for consideration by key stakeholders, consult with users, prepare software implementation procedures with fall back contingency plans, ensuring that new versions of system software are tested, correctly installed and that system developments meet the requirements of the business.
• Plan application changes and support change management initiatives and programmes relating to systems, monitor performance and status, problem solve, escalate as appropriate, and consult with suppliers and internal teams, in order that users have access to their systems at all times so as to support business and policing operations and other front line activities.
• Review and develop working practices, policies and procedures for systems development and support, using appropriate management systems software and appropriate analysis equipment and methods to collect load statistics, model performance, and create reports from management information, including proposals for improvement, ensuring that the development and delivery of services satisfies or exceeds the required levels of business performance.
• Develop and maintain open and productive communication strategies for commercial software development and implementation services, design customer feedback and satisfaction measures, consultation processes, attend meetings and present management information as required, in order to facilitate good customer relations and ensure that levels of service and support matches user expectations.

April 2016

Vetting level:

Necessary experience:

The Team Leader (Commercial) will be educated to at least HNC level (Information Systems) and will be strong in the knowledge of project management principles and processes and have a detailed knowledge of ITIL 3. They will require a technical practitioner background with around 3-5 years experience in a large organisation of comparable size providing support for commercial application management and delivery and or development, plus managerial experience and a good knowledge of the Forces Policing Models. The post holder will require SFIA Skills at level 5 in both Software Development and Application Support.

The post holder will have an extensive knowledge of software platforms on which the products run and other configurations. The post holder will require a detailed knowledge of third party software products and a thorough understanding of the business processes for which the products are designed. A high level of expertise is required in respect of the development tools used to produce the software products and their system interfaces. They will also require a thorough knowledge and understanding of business continuity planning.

The Team Leader (Commercial) will have a wide knowledge of software platforms on which the products run and other configurations. The post- holders will be aware of third party software products and a thorough understanding of the business processes for which the products are designed. They will be proficient in the use of development tools used to produce the software products and their system interfaces.

The post holder will require the abilities to advise senior managers and working groups on performance issues, availability and capacity, system stability, security, risks, opportunities and future developments. The post holder will need to be innovative in planning and approach in order to develop, plan and deliver customer service improvements. They will have excellent interpersonal, analytical, presentation and communication skills, verbal and written. Significant personal motivation and drive is essential.

The post holder must possess a high level of people management skills, assuming responsibility for the motivation and development of a team of technical staff. Managerial competence in terms of providing leadership, direction, organising, co-ordinating and prioritising is essential. The post holders will possesses a broad knowledge of the policing and business operating environments.

This post is deemed to be a designated post. Vetting clearance is a pre- requisite of employment in designated posts and the post holder will be subject to a management vetting assessment every 12 months. National Security vetting clearances are reviewed every 5 years.

Behaviours:

Analyse Critically (Level 2)

I ensure that the best available evidence from a wide range of sources is taken into account when making decisions. I think about different perspectives and motivations when reviewing information and how this may influence key points. I ask incisive questions to test out facts and assumptions, questioning and challenging the information provided when necessary. I understand when to balance decisive action with due consideration. I recognise patterns, themes and connections between several and diverse sources of information and the best available evidence. I identify when I need to take action on the basis of limited information and think about how to mitigate the risks in doing so. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics.

Collaborative (Level 2)

I manage relationships and partnerships for the long term, sharing information and building trust to find the best solutions. I help create joined-up solutions across organisational and geographical boundaries, partner organisations and those the police serve. I understand the local partnership context, helping me to use a range of tailored steps to build support. I work with our partners to decide who is best placed to take the lead on initiatives. I try to anticipate our partners' needs and take action to address these. I do not make assumptions. I check that our partners are getting what they need from the police service. I build commitment from others (including the public) to work together to deliver agreed outcomes.

Deliver, Support and Inspire (Level 2)

I give clear direction and expectations, helping others to understand how their work operates in the wider context. I identify barriers that inhibit performance in my teams and take steps to resolve these, enabling others to perform. I lead the public and / or colleagues, where appropriate, during incidents or through the provision of advice and support. I ensure the efficient use of resources to create the most value and the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long term potential implications for the Police Service. I motivate and inspire others to achieve their best.

Emotionally Aware (Level 2)

I consider the perspectives of people from a wide range of backgrounds before taking action. I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome. I promote a culture that values diversity and encourages challenge. I encourage reflective practice among others and take the time to support others to understand reactions and behaviours. I take responsibility for helping to ensuring the emotional well being of those in my teams. I take the responsibility to deal with any inappropriate behaviours.

Innovative and Open-minded (Level 2)

I explore a number of different sources of information and use a variety of tools when faced with a problem and look for good practice that is not always from policing. I am able to spot opportunities or threats which may influence how I go about my job in the future by using knowledge of trends, new thinking about policing and changing demographics in the population. I am flexible in my approach, changing my plans to make sure that I have the best impact. I encourage others to be creative and take appropriate risks. I share my explorations and understanding of the wider internal and external environment.

Take Ownership (Level 2)

I proactively create a culture of ownership within my areas of work and support others to display personal responsibility. I take responsibility for making improvements to policies, processes and procedures, actively encouraging others to contribute their ideas. I am accountable for the decisions my team make and the activities within our teams. I take personal responsibility for seeing events through to a satisfactory conclusion and for correcting any problems both promptly and openly. I actively encourage and support learning within my teams and colleagues.

Values:

Impartiality (accredited)

I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.

Integrity (accredited)

I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.

Public service (accredited)

I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.

Transparency (accredited)

I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.

Technical skills:

Business Planning (Level 4)

Gathers relevant information and statistics to support the business planning process at Division / Department level. Identifies key objectives in order to improve local performance and ensures these are aligned with the Force Strategic Aims. Effectively communicates agreed objectives and targets to the local workforce. Plans for and ensures the best use of resources and value for money.

Customer Services (Level 4)

Able to identify and interpret more complex problems affecting customers. Suggests improvements in customer services and generates solutions on behalf of customers, taking the necessary action to deliver these solutions. Regularly provides enhanced and high level customer service. Demonstrates the ability to select information for communication to customers and improve the flow of information between the organisation and customers. Actively seeks opportunities for improving working relationships.

Health & Safety (Level 4)

Has received Supervisor training and takes responsibility for the safety of directly subordinate staff and visitors. Understands the procedures in place for the safe storage of hazardous substances, fire precautions and evacuation. Resolves hazards or problems identified within roles or work environments. Undertakes skills passport assessments for new and existing staff. Re-assesses passport as and when new equipment /technology is introduced. Completes annual reviews of skills passports, training needs analysis.

ICT - Systems Implementation (Level 4)

Experienced in systems integration techniques, including implementation, fault diagnosis, implementation tests and handover procedures. Able to work unsupervised on many project tasks. Exhibits a high level of proficiency in more than one related discipline, with a broad knowledge of current technology. Likely to be accredited or working towards Microsoft Certified Systems Engineer status or equivalent, and/or Associate Membership of the BCS.

ICT - User Support/Help Desk (Level 4)

Has a detailed knowledge of one or more appropriate applications and/ or hardware platforms, and is experienced in using diagnostic processes to resolve the majority of faults calls. Able to apply reconfiguration techniques or work arounds to ensure continuity of operation in many situations. Likely to be accredited in a specialist area of systems support, such as Microsoft Certified Systems Engineer status or equivalent.

Internal Consultancy (Level 5)

Provides expert consultancy support, advice and guidance to senior managers in Departments and Areas.Understands and agrees client requirements. Agrees the level of service required after exploring all relevant options and consequences to ensure best value. Utilises appropriate techniques to gather and analyse specific, high quality data. Possesses the ability to influence others and gain commitment to action. Able to provide a seamless consultancy service.

Knowledge of Police Environment & Policy (Level 5)

Has a thorough understanding of the police service, nationally and locally, and is proactive in developing proposals which affect the way Kent Police and/or Essex Police operates. Possesses a detailed understanding of the inter-relationships between activities, roles, functions, and how organisation structures and police systems work. Understands and impacts on working procedures, practices and policies within areas of responsibility and ensures that these are followed at all times. Contributes to Force goals and is accountable for delivering local business plan objectives.

Management of Police Information (MOPI) (Level 5)

Has sufficient understanding of the NPCC records management policies be able to offer appropriate guidance and support to staff. Is able to identify the appropriate MOPI group for any record with a policing purpose and ensure that all policing records within the team are retained, reviewed or destroyed in line with the MOPI codes of practice. Quality assures staff to ensure a full understanding and compliance with the APP for Information Management (incorporating MOPI guidance), highlighting failings and taking appropriate action as required. Ensures training and / or refresher training is provided and completed. Ensures that systems are correctly linked together to ensure effective management and recording of information across systems. Appropriately reviews digital information held on system(s) and physical records in storage to ensure that they are retained only where there is a policing purpose. Complies with relevant policies and procedures in respect of prioritisation, sanitisation, dissemination, sharing, relevancy, accuracy, adequacy and timeliness.

Risk Management (Level 5)

Able to anticipate, accurately define and establish the relative level of risk likely to affect their specialist function, in terms of likelihood and impact, together with how the challenges facing the wider organisation might affect their role within the force. Assesses the risks of national initiatives providing feedback at the relevant level. Has an understanding of pathways to alert all appropriate senior managers to flawed or ineffective control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.

National Occupational Standards:

AA1 (Level Accredited)

Promote equality and value diversity.