Previous Position Description; New Position Under Development

POSITION TITLE:	Manager, Shared Systems
DEPARTMENT:	Infrastructure Services
REPORTS TO:	Director, Infrastructure Services
DATE PREPARED:	January 2001

1. Department Overview

The Division of Information Technology Services has as its mission, aligning information technology services to the strategic goals of the University, employing leading edge applications, and maintaining a strong client focus.

Within the Division of IT Services, the Department of Infrastructure Services has as its primary purpose, the timely provision, and management of the University’s shared IT infrastructure and Internet applications, serving the University community as a whole.

The Department works in co-operation with the departments of Client Services, Applications Services, Administrative Services and Planning and Quality Assurance.

The facilities and services provided by the Department encompass:

electronic communications including audio, video, data and voice;
a range of managed host, server and desktop systems;
solutions enabling e-business including Messaging, Web and Internet services;
facilities for the integrity of information including its storage, retrieval and access; and management of the infrastructure according to policies and standards.

Shared Systems is the section within the Department responsible for platform design, implementation and administration of the host systems and servers supporting the University’s information systems. These include administrative applications, messaging infrastructure, library systems, internet services, network services, teaching environments, research applications and the services underpinning the systems such as disaster recovery and database services.

2. Position Purpose

The Manager, Shared Systems, anticipates future projects, and plans, develops and manages the enabling shared host facilities essential for the University's success as described in its Strategic Plan - "Leading the Way" and the University's IT Strategy.

3. Major Responsibility Areas

Deliver Shared Systems facilities, satisfying commitments, and remaining consistent with the University’s strategic business goals	Interpret the strategic goals of the University and ITS, translate these into visions for Shared Systems. Convert the Shared Systems visions into operational plans for their achievement. Bring together the required resources to achieve commitments. Convey clear goals for the team and its service delivery achievements. Provide technical guidance and insight to team members. Develop proposals and explore innovations for consideration in the evolving University strategic plans. Ensure new designs and developments incorporate ease of operation and low cost of operation.
Match the skills of the Shared Systems team to fit the needs of projects, and the ongoing support of legacy facilities	Maintain current Position Descriptions for all staff. Adopt performance monitoring processes, regularly reviewing the performance of team members and establishing processes to enhance performance, ensuring the relevant expertise in all members of the team. Adjust the number of staff and their skill sets to satisfy changing requirements. Establish training and development plans for all Shared Systems staff ensuring the maintenance of appropriate technical expertise and strong client service skills. Foster a strong, collaborative team with overlap of critical skills for continuity of competencies able to cope with changing membership. Manage the recording of critical Shared Systems knowledge to safeguard the viability of Shared Systems facilities, and to protect the University's intellectual property.
Manage specified development projects requiring a mix of competencies drawn from within and outside Shared Systems.	Take overall responsibility for success of projects in meeting commitments. Schedule and manage the resources necessary for each project according to the dynamics required. Draw upon and manage where appropriate, external consultants and contractors, or staff drawn from a range of disciplines.
Ensure adequacy of planning, development, installation and operation of Shared System infrastructure and facilities	Manage the development and implementation of appropriate systems and processes to ensure client needs are documented, agreements reached, follow up action taken, and projects appropriately evaluated. Consult regularly with clients to remain informed about current and anticipated needs and concerns.
Regularly benchmark Shared Systems services	Develop and implement processes to establish criteria, collect comparison information and report on outcomes. Establish programs for service improvement. Foster alliances and networks among peers to acquire and exchange benchmarking information.
Ensure that technical support staff in the University's business units receive adequate levels of assistance and training for effective local support of Shared Systems services in their areas	Collaborate with the technical support staff to determine the training and skill requirements of staff in faculty and other client areas, responsible for supporting IT. Arrange appropriate training programs to maintain appropriate skill levels. Encourage the development and use of support networks. Liaise regularly with clients to anticipate and respond to changed needs in this area.
Manage the client relationships for Shared Systems facilities	Ensure the publication of Shared Systems Standards, policies and procedures. Establish and publicise Service Agreements, Service descriptions including Quality of Service parameters, and service support arrangements. Offer competent advice to the University's business units. Ensure a strong client service attitude in all Shared Systems staff. Represent IT Facilities and ITS at University forums and at events or meetings with suppliers, other institutions and other external bodies.
Manage operational resources associated with Shared Systems service delivery, ensuring that services provided both internally and externally are monitored and reviewed regularly, so that effective and efficient services are delivered cost effectively	Prepare and manage the Shared Systems operating budget, developing appropriate monitoring systems where necessary. Continuously reduce operational costs. Co-ordinate the development of rostering processes to effectively staff Shared Systems operations. Establish processes for the regular review of services and products sourced externally. Negotiate contracts with external suppliers, ensuring favourable terms for the University. Liaise regularly with clients to anticipate altered requirements and subsequent changed resource capacities. Manage the formulation of policies, procedures and standards, including those relating to strategic business planning and performance management to achieve "best practice" within Shared Systems service delivery. Monitor resource utilisation, load trends, and take corrective action before service deteriorates below acceptable limits.
Contribute to ITS projects and their management cooperating with other sections and departments
Adhere to the University's and the Divisions policies, guidelines and procedures.

4. Working Relationships

Contact	Purpose
Representatives of business units, and academic and general staff at all levels throughout the University, as necessary	Within areas of Shared Systems competencies, provide expert advice to clients on a wide range of issues and opportunities. Consult with clients to identify future needs and the most appropriate means of meeting these.
Director, Infrastructure Services	Reports to and receives broad direction from the Director. Works collaboratively on the development of Department's direction, objectives and policies. Contributes to the development of new ITS projects. Reports on the progress of the implementation of strategic and operational plans.
Shared Systems staff	Lead, direct, and advise. Foster extensive understanding of overall University and individual client goals and the potential value to be added through Shared Systems services.
External suppliers and service providers	To negotiate, monitor and review contracts. To identify products including equipment and software, that meet the University's requirements.
Staff from other institutions	To liaise, provide and receive advice and exchange information. To develop effective networks.
ITS senior management team	Works cooperatively and constructively to achieve outcomes consistent with the common good for the Division and Monash. Provides expert advice on a broad range of Shared Systems issues. Develops position and issues papers and makes recommendations on the development and implementation of strategic and operational plans.

5. Problem Solving Challenges/Judgement

Manage rapidly changing technology options and business expectations
Attend to changing legislative conditions and services available through external providers.
Judge the "right" time to adopt innovative or emerging technologies, balancing and compensating for the risk associated with new technologies, and choosing equipment vendors in rapidly changing situations.
Choose the "right" mix of recurrent versus capital funding when replacing and upgrading critical Shared Systems infrastructure.
Manage scarce or expensive resources in the face of demanding schedules while delivering on time. Reduce operational costs and time to purchase, while abiding by regulations
Design and implement highly resilient Shared Systems services exhibiting very high reliability suitable for 7 x 24 x 365 operation with targets of no downtime, high uptime and availability, no maintenance periods.
Protect the Shared Systems facilities against security attacks of all types including denial of service attacks.
Provide solutions/advice with regard to effective systems to support foreign campuses of the University.
Incorporate the principles inherent in the concept of a "utility" within the Shared Systems facilities, especially through service charters, Quality of Service information, charges where appropriate to improve or maintain quality of service as demand increases, and manage demand.
Balance the complexities of maintaining and enhancing technical expertise while expecting strong customer focus.
Establish a customer service framework that recognises the legitimacy of client feedback, including dissatisfaction, and incorporates client feedback and promotes continuous improvement

6. Decision Making Authority

The position has broad decision making authority within defined objectives. Decisions include:

Negotiating contracts for the purchase of products and services, including maintenance of hardware and software components;
Technical decisions for Shared Systems , such as the choice of technology, equipment and third party service providers;
Optimum solutions to Shared Systems issues;
Determination of project plans and schedules;
Management of the Shared Systems budget to achieve defined objectives;
Financial delegation for individual purchases up to $20,000;
Identification of staff requirements, selection of staff, determination of priorities, allocation of responsibilities and workforce management planning and issues.

7. Recommendations/Advice Expected

Make recommendations on the choice of new technologies, new equipment and forms of service delivery in a rapidly changing environment;
The position has major input into the Division’s 1, 3 and 5 year plans;
Provide expert advice to senior divisional management and to clients at all levels on a broad range of complex issues. Advice will be sought on matters including: strategic plans for Shared Systems, the ability of Shared Systems to offer strategic competitive advantage or opportunities to the University, project risk and feasibility, methods of cost minimisation, reducing operating expenditure, gaining optimum leverage from technology, and credible implementation timelines;
Contributes to the implementation of strategic plans across the Division and the University as a whole.

8. Skills / Experience / Qualifications / Knowledge

General skills

Proven strong leadership skills, particularly the ability to lead staff through a significant change process;
Demonstrated successful project management experience;
Excellent communication skills, both verbal and written, including the ability to communicate at all levels on complex technical issues;
Proven record of providing high quality customer services in a demanding environment;
Highly developed analytical and conceptual skills, with the ability to develop creative solutions to complex technical problems.

Academic qualifications

A relevant degree in computing or communications;
A tertiary qualification or professional experience in Business would be an advantage.

Specialist Knowledge

High level project management skills, with experience in the managing complex projects;
In-depth and current knowledge of shared host services;
Extensive experience in supporting large scale shared host facilities;
Sound knowledge of budget planning and management.

Technical Skills

Experience in the design and implementation of reliable Shared Systems.

9. Numerical Dimensions

Staff reporting directly	Up to 15 positions
Staff reporting indirectly	Up to 10

Value of Shared Systems budgets (salaries & infrastructure)

Salaries

$800,000

Infrastructure $12,000,000

Authority to approve expenditure to

$20,000

10. Organisation Chart

not available at this time

11. Project Participation and Management

Projects within the Division of IT Services may require contributing roles from staff drawn from among a number of disciplines including Shared Systems. In some instances The Manager, Shared Systems may be required to manage one or more projects involving staff from other areas of the Division.

12. Additional Information

Out of normal hours work may be required for the implementation of projects.

The assessment of performance by clients, through customer surveys, and the response to customer surveys will form part of the assessment of the incumbent’s performance.

13. Selection Criteria

See Section 8.