Head of Command and Control

Summary

A head of command and control is responsible for the strategy roadmap, integration and building the capability of the team.

At this role level, you will:

  • ensure all tools are fit for purpose and meet business requirements

  • potentially be required to address issues across IT operations

Background

Background Components

Description Background

Has gained expertise in the alignment of performance setting and assessment with organisational goals. Understands processes and procedures of performance management. Manages projects and organises the work of others. Demonstrates a responsible and disciplined approach, even under pressure. Has excellent and developed communication and negotiation skills. Understands the legal and best practice requirements of human resource management. Has a positive attitude towards diversity principles.

Prior Knowledge and Skills

Has wide and detailed IT knowledge. Demonstrates up-to-date knowledge of the organisation’s policy framework, organisational relationships, business processes, procedures for service delivery, reporting procedures, and existing and planned information systems and services. Displays a comprehensive understanding of the commercial and other needs and objectives of the users of the services provided. Displays good interpersonal skills at all levels of contact and in a wide variety of situations. Demonstrates the ability to make, and take responsibility for, sound and far-reaching decisions on service level management and related service management process issues.

Prior Knowledge and Skills

Work Activity Components

Title Details

Implementation and controls

Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Lead, manage and supervise

Manages, supports and guides the work of groups of staff in line with organisational strategy.

Probationary period and contract

Defines and manages probationary periods, setting out the requirements of the job, monitoring progress (e.g., regular interviews) and reacting to variances from expectations, organising training and development as required within appropriate timescales.

Work allocation, support and delegation

Allocates responsibilities, including supervisory and assigns packages of work to groups of staff. Ensures that work packages are aligned with the particular skills and abilities of teams. Supports teams in the delivery of work packages. Delegates work to individuals and teams, taking full account of skills and capabilities.

Guidance, performance and feedback

Optimises the performance of people, measuring and reporting on performance against agreed quality and performance criteria. Collects data on the performance of groups of staff. Gives regular feedback to teams and senior staff as to team performance on work packages.

Formal appraisals

Conducts formal appraisals of the performance of team members. Facilitates a dialogue with team members about expectations, progress, performance and development needs. Participates, as appropriate, in formal processes such as compensation negotiations, grievance procedures, and disciplinary procedures.

Empowerment and role model

Facilitates effective working relationships within and between teams of staff. Motivates groups of staff and teams towards a high level of performance. Engages with and empowers groups of staff. Acts as a role model for groups of staff, setting a standard, acting professionally at all times and working to a professional code of conduct and ethics.

Career paths and mentoring

Advises individuals on career paths and encourages pro-active development of skills and capabilities. Provides mentoring to support professional development.

People processes

Participates, as appropriate, in formal processes such as compensation negotiations and disciplinary procedures.

Transformation and change

Manages teams involved in significant transformation projects and/or during times of change, aligning change programmes with staff skills and capabilities. Supports staff, through difficult and challenging change programmes.

Service level monitoring and reporting

Ensures that service delivery is monitored effectively. Reviews service delivery to ensure that agreed targets are met.

Customer relationships and negotiations

Develops effective relationships with customers. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Ensures that service level requirements are determined and that service level agreements, contracts and negotiations with customers and underpinning parties are agreed.

Customer service assessment

Works with customers to establish a qualitative assessment of the service provision, from the customers’ perspective, and initiates actions for improvement where appropriate.

Service level agreement maintenance

Prepares proposals to meet forecast changes in the levels or types of services. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.

Operational management

Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type

Strategic Perspective

Keeping organisational objectives and strategies in mind and ensuring courses of action are aligned with the strategic context.

Behavioural Skills

Stress Handling

Retaining objectivity and proper understanding of a problem or situation when placed under conditions of stress.

Behavioural Skills

Decision Making

Making decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints, known risks, and the availability of necessary information and resources.

Behavioural Skills

Commercial Orientation

Understanding commercial considerations and ensuring alignment with them when making decisions or recommending actions.

Behavioural Skills

Organisational Awareness

Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers.

Behavioural Skills

Cross-Functional and Inter-Disciplinary Awareness

Understanding the needs, objectives and constraints of those in other disciplines and functions.

Behavioural Skills

Interacting with People

Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences.

Behavioural Skills

Influence, Persuasion and Personal Impact

Conveying a level of confidence and professionalism when engaging with stakeholders, influencing positively and persuading others to take a specific course of action when not in a position of authority.

Behavioural Skills

Leadership

Clearly articulating goals and objectives and motivating and leading others towards their achievement.

Behavioural Skills

Providing Direction

Directing others to undertake specified tasks within a defined timescale.

Behavioural

Delegation

Delegating tasks, responsibilities and authorities effectively.

Behavioural

Follow-up and Monitoring

Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.

Behavioural Skills

Corporate, Industry and Professional Standards

Proficient in

Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.

Technical Knowledge and Skills

Own Organisation’s IT Products and Services

Proficient in

The IT products and/or services supplied to internal and external customers by own organisation.

Technical Knowledge and Skills

Third Party IT Products and Services

Proficient in

The IT products and/or services supplied to own organisation by external suppliers.

Technical Knowledge and Skills

Business Environment

Proficient in

The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective).

Technical Knowledge and Skills

IT Environment

Proficient in

The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations.

Technical Knowledge and Skills

Value Chain Concepts

Proficient in

Identification and representation of the primary and support activities required to deliver a product or service in order to analyse aspects such as inefficiencies and costs.

Other Knowledge and Skills

Presentation Techniques

Proficient in

Methods and techniques for delivering effective and accessible presentations, either face-to-face or online within various contexts and to a variety of audiences.

Other Knowledge and Skills

Appraisal Techniques

Proficient in

Methods and techniques for appraising an individual’s performance and potential.

Other Knowledge and Skills

Operations Management

Familiar with

Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities.

Other Knowledge and Skills

Budgets

Familiar with

Principles, methods, techniques and tools for the preparation and monitoring of budgets to manage costs and ensure cost-effectiveness and value for money.

Other Knowledge and Skills

Business Proposals

Proficient in

Methods and techniques for preparing and presenting business cases, requests for proposal (RFP) invitations to tender (ITT) and statements of requirements/work both verbally and in writing.

Other Knowledge and Skills

Risk Management

Proficient in

Methods and techniques for the assessment and management of business risk including safety-related risk.

Other Knowledge and Skills

Techniques for Effective Meetings

Proficient in

Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.

Other Knowledge and Skills

Coaching Techniques

Proficient in

Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans.

Other Knowledge and Skills

Contract Negotiation

Proficient in

Methods, techniques and frameworks for negotiating contracts for the supply of IT products and services.

Other Knowledge and Skills

Project Planning and Control Techniques

Proficient in

Methods and techniques associated with planning and monitoring progress of projects.

Other Knowledge and Skills

Own Organisation’s Learning and Development Procedures

Proficient in

The procedures used within own organisation for staff learning and development.

Other Knowledge and Skills

Resource Allocation

Proficient in

The effective and efficient routine deployment of resources, (but also including reassessment and reallocation in a dynamic multi-project environment), to achieve optimum results.

Other Knowledge and Skills

Service Delivery Economics

Proficient in

The economics of service delivery, such as the cost per service line in terms of hardware, software, and manpower used to deliver the service.

Other Knowledge and Skills

Service Level Agreements

Expert in

The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services.

Other Knowledge and Skills

Stakeholder Engagement

Familiar with

Establishing relationships, analysing perspectives and managing stakeholders from a variety of backgrounds and disciplines. Adapting stakeholder engagement style to meet the needs of different audiences. The identification of key business stakeholders and an assessment of their level of power and interests, and their perspectives to inform the way(s) in which they should be considered and managed.

Other Knowledge and Skills

Financial Management

Proficient in

Knowledge of Financial Management and Management Accounting. Competent management of costs, budgets and cash flow.

Other Knowledge and Skills

Performance Monitoring

Proficient in

Identifying, agreeing and monitoring (usually by face-to-face interviews) objectives and deliverables with individuals. Identifying under-performance issues against agreed quality standards and performance criteria. Identifying gaps in capability and causes, disciplinary or ability-related (needing assistance, training or other support).

Other Knowledge and Skills

Disciplinary Issues and Procedures

Proficient in

Managing episodes of unsatisfactory behaviour or performance in accordance with appropriate policies and legislative conformance. Includes changes to circumstances, such as sickness, disability and other personal issues.

Other Knowledge and Skills

Information Assurance

Proficient in

Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.

Other Knowledge and Skills

Training Activities

Training Components

Title Details

Strategic Planning for Information and Communications Systems

The process of defining the ICT strategic plan of an organisation in a methodical way based on business aims and objectives thereby enabling the specification of options and associated action plans for the use of IT-enabled business processes.

Coaching

Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).

Advanced Techniques for Business Process Improvement

More complex tools and techniques associated with the analysis, modelling and streamlining of business processes.

Career/Talent Development Methods and Tools

The background, purpose and approach of the organisation’s career/talent development strategies and programmes. Their fundamental elements — competency and L&D frameworks, such as SFIAplus; talent management and development planning processes and tools; scheme administration and management; roles and responsibilities; and communication of the benefits.

Data Protection and GDPR

Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).

Supplier/Service Provider Training

The installation, testing and commissioning of supplier specific-products and services in a variety of situations and locations.

Mentoring

Methods and techniques for providing mentoring support to less experienced individuals.

Latest Cyber Security Threats for Senior Execs

Short, high-level, up-to-date and to-the-point briefing on the latest threats and vulnerabilities in cyber security.

Diversity and Inclusion

Raise diversity in-the-workplace awareness in order to better understand how the world looks through the eyes of people of a different age, race, gender, sexuality, etc, improve communications with people from diverse backgrounds and reduce the levels of unconscious bias in decision-making.

Security Awareness

Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.

Health and Safety

Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details

Job Shadowing and Special Assignments

Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.

Project Assignments

Participating in a project team, working group or task force established to deliver a solution to a specific problem or issue – especially valuable if the group is inter-disciplinary.

Mentoring

Acting as a mentor, advising those for whom there is no direct responsibility, on matters to do with their job role, career and professional development.

Gaining Knowledge of Broader IT Issues

Increasing and maintaining currency of knowledge of broader IT issues through reading, attending and participating in seminars or conferences, special studies, temporary assignments etc.

Gaining Strategic Knowledge of Employing Organisation

Developing a comprehensive understanding of the business environment in which the employing organisation operates and its position, policies and direction in relation to industry, country and global issues.

Participation in Professional Body Affairs

Taking an active part in professional body affairs at branch, specialist group, committee or board level.

General Management

Continuing learning and development in general management skills, such as effective communication, leadership styles and skills, team building and team roles, motivation and delegation, planning and resource scheduling, influencing, persuasion and negotiation, so as to be in a position to accept greater responsibility at senior management or director (including non-exec) level.

Qualifications

Qualification Components

Title Awarding Body

ITIL 4 Leader Digital and IT Strategy (ITIL 4 Strategic Leader Module)

AXELOS

CMI Level 5 Diploma in Management and Leadership

CMI

ILM Level 5 Leadership and Management (Middle Manager)

Institute of Leadership and Management

ITIL 3 Managing Across the Lifecycle

AXELOS

Chartered IT Professional (CITP)

BCS – The Chartered Institute for IT

ITIL 3 Expert

AXELOS

ITIL 4 Strategic Leader

AXELOS

FEDIP Leading Practitioner

FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level

DDaT » IT Operations Job Family

IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.

3 – Practitioner

You can manage configuration items, related information, service compliance and risks.

DDaT » IT Operations Job Family

IT Ops – Availability and capacity management

You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or

3 – Practitioner

You can ensure the correct implementation of standards and procedures. You can identify capacity issues and stipulate and instigate the required changes. You can initiate remedial action.

DDaT » IT Operations Job Family

IT Ops – Change management

You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.

3 – Practitioner

You can deal with high impact, complex change requests. You can ensure that release policies, procedures and processes are applied.

DDaT » IT Operations Job Family

IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.

3 – Practitioner

You can analyse current processes, and identify and implement opportunities to optimise them. You can lead and develop a team of experts to deliver service improvements. You can help to evaluate and establish requirements for the implementation of changes by setting policy and standards.

DDaT » IT Operations Job Family

IT Ops – Incident management

You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.

3 – Practitioner

You can lead the investigation and resolution of incidents.

DDaT » IT Operations Job Family

IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

3 – Practitioner

You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.

DDaT » IT Operations Job Family

IT Ops – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

3 – Practitioner

You can ensure that the right actions are taken to investigate, resolve and anticipate problems. You can co- ordinate the team to investigate problems, implement solutions and take preventive measures.

DDaT » IT Operations Job Family

IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

3 – Practitioner

You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.

DDaT » IT Operations Job Family

IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

3 – Practitioner

You have an expert certificate in the service management framework qualification.

DDaT » IT Operations Job Family

IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost- effective use of new and emerging tools and technologies.

3 – Practitioner

You can show a thorough understanding of the technical concepts required for the role and can explain how these fit into the wider technical landscape.

DDaT » IT Operations Job Family

IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.

4 – Expert

You can give direction on which tools or methods to use. You can demonstrate experience in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure they’re met by the business. You can apply strategic thinking to provide the best service for the end

DDaT » IT Operations Job Family

IT Ops – Community collaboration

You can contribute to the work of the community, building successful teams through understanding team styles and influencing and motivating team members. You can give and receive constructive feedback, enabling the feedback loop. You can moderate conflict resolution within teams. You can ensure that the team is transparent and that the work is understood externally. You can help teams maintain a focus on delivery while being aware of the importance of professional development.

3 – Practitioner

You can work collaboratively in a group, actively networking with others. You can adapt feedback to ensure it’s effective and lasting. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses.

DDaT » IT Operations Job Family

IT Ops – Continuity management

You can provide service continuity planning and support. You can identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality. You can co-ordinate planning, designing, testing and maintenance procedures and contingency plans, to address exposures and maintain agreed levels of continuity.

2 – Working

You can manage the runbooks for service continuity. You can manage the processes around service continuity and test the runbooks to ensure that service availability can be maintained in any event.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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