At a Glance Operational Delivery Skills - Band C

Band C Specialist - Information & Communication Technology

Use ICT resources to sustain and improve high standards of customer service
Use ICT resources to make business and efficiency improvements
Engage & use IT experts to advise on costs and benefits of IT solutions and projects
Provide leadership to the team for successful implementation of IT projects
Use ICT systems to support the SE's Information Management principles
Contribute to implementation of IT projects through Project Board Chair or Senior User roles

Focus on delivering professional, responsive services to customers, with particular emphasis on connecting with the needs of the citizen
Ensure that equality and diversity principles are at the heart of your service to customers
Regularly meet customers and staff to understand their needs and raise awareness of products & services
Ensure that, as a minimum, the team complies with SE Service Standards for customers
Be aware of, and implement as appropriate, best customer service practices from within, and outwith, the organisation
Assess and act upon your own and the team's customer service training and development requirements

Comply with relevant partner/stakeholder protocols, eg the SE Compact with the Voluntary Sector. SE Guidance on consultations
Take account of partner/stakeholder views in the planning and delivery of team objectives
Develop and use a variety of communication mechanisms to inform, consult and influence partners and stakeholders
Ensure that account is taken of the outcome of SE and local stakeholder surveys in relation to partners and stakeholders
Develop and encourage relationships between individuals, teams, and buisness units inside the organisation
Ensure partner and stakeholder networks properly reflect diversity and offer equality of access

Be open to departmental change initiatives (such as the Big Picture) and encourage the team to embrace and contribute to them where possible
Successfully implement changes on time and on budget and review and learn from successful change
Assess and act upon internal communications requirements to implement change successfully
Support the team to deliver business priorities through periods of change
Fully involve the team in the change process and encourage them to seek improvement proactively
Demonstrate innovation and flexibility in delivering the team's objectives

Use business planning and performance management systems to agree targets and monitor progress
Ensure the most effective alignment of resources (funding and staff) with delivery of key priorities
Identify and act upon opportunities to reduce waste, duplication and unnecessary bureaucracy
Understand and apply Best Value principles
Improve delivery effectiveness by making connections across organisational boundaries, especially with policy colleagues
Ensure operational continuity and resilience through effective risk management

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