Operational Control Manager

Summary

An operational control manager is accountable for day-to-day IT operations, acting as the escalation point for incidents and problems.

At this role level, you will:

  • be responsible for effective change management processes that maintain the availability of services, using proactive and preventative measures

  • be on call 24/7 or according to business requirements

  • be allowed to address issues across IT operations

Background

Background Components

Description Background

Understands the concepts and practices of human resources and people management. Is familiar with processes and procedures of performance management. Is capable of planning small assignments and organising their own and their team’s work effectively.

Demonstrates a responsible and disciplined approach, even under pressure. Has good 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

Is thoroughly familiar with the services and products delivered and the tools, technology, methods, procedures, processes, equipment and software used in the operation and management of the service. Has a comprehensive understanding of the selection and use of monitoring tools. Has an extensive understanding of relevant financial principles and procedures, including cross charging both internal and external to the organisation. Has the ability to lead teams of staff successfully when handling complex or high impact problems. Has substantial experience of dealing with customers, users, specialists and service providers. Is skilled in conducting meetings and team management.

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

Supervises, supports and guides the work of individuals and/or small groups in line with organisational strategy.

Probationary period and contract

Defines and supervises 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 routine tasks and assigns project work to individuals, according to their particular skills, capabilities, and development needs.

Guidance, performance and feedback

Provides direction, support and guidance as necessary, in line with individual’s skills and abilities setting appropriate and effective boundaries. Sets achievable goals, monitoring and acknowledging performance and supporting individual and team development. Collects data on individual and team performance. Gives regular feedback to team members and leads them to

Formal appraisals

Conducts formal appraisals of the performance of team members. Facilitates a dialogue with team members about expectations, progress, performance and development needs.

Empowerment and role model

Facilitates effective working relationships between team members. Motivates team members to maintain a high level of performance. Engages with and empowers team members. Acts as a role model for individuals and team members, setting a standard, acting professionally at all times and working to a professional code of conduct and ethics.

Service level monitoring and reporting

Ensures that service delivery meets agreed service levels.

Customer relationships and negotiations

Works with client/user representatives to determine service level requirements. Negotiates service level requirements and agreed service levels with customers and underpinning parties. Manages customer expectations and perceptions in order to optimise customer satisfaction.

Customer service assessment

Works with customers to establish qualitative assessment of the service provision, from the client/ user perspective. Identifies potential service improvements based on analysis of metrics and satisfaction surveys.

Service level agreement maintenance

Regularly reviews underpinning OLAs – internal, and/or underpinning agreements (external) to ensure that they are in line with SLA targets. Prepares proposals for improvements to SLAs and underpinning OLAs and external agreements.

Operational management

Establishes and maintains operational methods, procedures and facilities; reviews them regularly for effectiveness and efficiency.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type

Numeracy

Understanding the metrics associated with a problem or situation, their significance and relationship, and being able to manipulate these as necessary to identify solutions.

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

Teamwork

Working collaboratively with others to achieve a common goal.

Behavioural

Providing Direction

Directing others to undertake specified tasks within a defined timescale.

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

Familiar with

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

Familiar with

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

Technical Knowledge and Skills

Business Environment

Familiar with

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

Familiar with

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

Familiar with

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

Familiar with

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

Aware of

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

Familiar with

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

Familiar with

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

Other Knowledge and Skills

Techniques for Effective Meetings

Familiar with

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

Other Knowledge and Skills

Coaching Techniques

Familiar with

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

Familiar with

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

Other Knowledge and Skills

Project Planning and Control Techniques

Familiar with

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

Other Knowledge and Skills

Own Organisation’s Learning and Development Procedures

Familiar with

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

Other Knowledge and Skills

Resource Allocation

Familiar with

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

Proficient 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

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

Familiar with

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

Familiar with

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

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

Stakeholder Relationship Management

Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships.

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.

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.

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

Deputising

Standing in for supervisor or manager on a temporary basis during periods of absence.

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.

Research Assignments

Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management

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.

Negotiating and Influencing

Undertaking learning and practice of negotiating with and influencing others.

Management Development

Undertaking learning and best practice of the skills appropriate to managing all or part of an organisation, including business and financial management, benefits management, people management, management of change and strategic planning. This will require both on and off the job learning and may include participation in an appropriate development programme such as MBA or DMS (Diploma in Management Studies).

Qualifications

Qualification Components

Title Awarding Body

ITIL 4 Specialist Drive Stakeholder Value (Managing Professional

AXELOS

ITIL 4 Strategist Direct, Plan and Improve (Managing Professional / Strategic Leader Module)

AXELOS

ITIL 3 Managing Across the Lifecycle

AXELOS

Chartered IT Professional (CITP)

BCS – The Chartered Institute for IT

ITIL 4 Managing Professional

AXELOS

FEDIP Advanced 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.

2 – Working

You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.

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

2 – Working

You can manage service components to ensure they meet business needs and performance targets.

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.

2 – Working

You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation.

You can determine preventative 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.

2 – Working

You have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).

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.

3 – Practitioner

You can collaborate with user researchers and can represent users internally. You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to use.

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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