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

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.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level