CS2_ASO8 Customer Account Manager by lindash

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CS2_ASO8 Customer Account Manager

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									                       POSITION INFORMATION DOCUMENT


Position Title:   Customer Account Manager

Classification Code:   ASO8                      Division: ICT Services
                                                 Directorate:     ICT Customer Services
Type of Appointment:                             Branch: ICT Customer Accounts
       o Ongoing                                 Position Number:
       o Temporary Term                          Position Created:
          Other


As part of the South Australian Government’s health reform agenda, the Department of Health is
embarking on a significant reorganisation of its ICT services across South Australia. An external
feasibility report on the centralisation of ICT services across the public health system was
delivered and accepted by the Health Portfolio Executive in December 2007.
In centralising ICT services the following objectives are being sought:

   • management of all ICT services from a whole of health strategic perspective
   • a uniform and repeatable ICT environment across SA Health to support the effective delivery
     of health care services to the people of South Australia
   • achievement of operational savings to contribute to the upgrade of public health
     infrastructure and ICT services
   • establishment of a uniform platform for the introduction of the electronic health record
   • mirror the South Australian Government’s practice and commitment to shared services.

ICT Services has established the ICT Customer Services directorate with a direct responsibility for
Customer Account Management, Service Level Management and the provision of ICT Service
Desks.
The Customer Account Manager is responsible for assisting customers to achieve their business
goals through the strategic use of ICT services. This will require high level advocacy on behalf of
customers made possible through the development of a comprehensive understanding of the
customers business.
The incumbent will take an active role in facilitating the planning and development of business
initiatives and practices that ensure and enhance the quality of ICT services to SA Health
customers. This will require working with business and ICT stakeholders and governance
committees to recognise, give advice on and develop opportunities for improved service delivery,
and to undertake appropriate consultancy work relating to strategic and operational use of ICT.

The centralisation of ICT services has resulted in the establishment of 6 new directorates:

 ICT Strategy and Standards        Sets, defines and aligns ICT strategy and standards to the
                                   goals and objectives of SA Health and provides independent
                                   governance and risk management to ICT Services.
 ICT Contracts and                 Is the major procurement, contract and performance
 Performance Management            management arm of sourcing ICT related services, products
                                   and systems.
                          Job & Person Specification – Customer Account Manager
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 ICT Customer Services               Is the major point of coordination and interaction with ICT
                                     customers across SA Health.
 ICT Program Services                Manages and delivers all ICT projects as approved by the ICT
                                     Steering Committee.
 ICT Operations                      Manages, supports and maintains the production environment
                                     across SA Health.
 ICT Business Services               Provides internal corporate support to ICT Services with an
                                     emphasis on staff development and training.

The Customer Account Manager is responsible for assisting customers to achieve their business
goals through the strategic use of ICT services. This will require high level advocacy on behalf of
customers made possible through the development of a comprehensive understanding of the
customers business.
The incumbent will take an active role in facilitating the planning and development of business
initiatives and practices that ensure and enhance the quality of ICT services to SA Health
customers. This will require working with business and ICT stakeholders and governance
committees to recognise, give advice on and develop opportunities for improved service delivery,
and to undertake appropriate consultancy work relating to strategic and operational use of ICT.

The position forms part of the ICT Customer Services directorate which is responsible for:

  • relationship management including developing strong stakeholder relationships across SA
    Health, and with external providers and stakeholders
  • customer advocacy including high-level advocacy, advisory and mediation services to and
    between business units, and internal and external providers to foster business partnerships,
    facilitate regional requirements and manage conflict
  • SLA management including establishing, maintaining, reviewing and reporting on the
    performance of a framework of service level agreements for the delivery of customer
    services
  • ICT communications including developing, coordinating and overseeing effective
    communications, public relations and marketing strategies resulting in awareness and
    understanding by customers of services provided by ICT Services.

This will require the incumbent to understand the variety and complexity of SA Health’s information
systems and business models across a wide range of departments and divisions including
metropolitan and country health units. SA Health information systems include over 460 sites,
20,000 desktops, 500 servers and over 1,000 applications. The customer base is estimated at
over 25,000 users.

   ORGANISATION

   Supervisor reports to:                         Chief Information Officer

   Supervisor’s position:                         Director, ICT Customer Services

   Subject position:                              Customer Account Manager

   Staff supervised:                              Up to 2

   Other positions reporting to supervisor:       Manager, ICT Central




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STATISTICS RELEVANT TO THE POSITION

Staff supervised:        Up to 2

Budget:

Salaries and wages:      $ NA
Goods and services:      $ NA




                      Job & Person Specification – Customer Account Manager
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JOB AND PERSON SPECIFICATION



Position Title:   Customer Account Manager

Classification Code: ASO8                       Division: ICT Services
                                                Directorate: ICT Customer Services
Type of Appointment:                            Branch: ICT Customer Accounts
       o Ongoing                                Position Number:
       o Temporary Term                         Position Created:
          Other


                             Job & person specification approval



                    ______________________________                    ___/___/___
                          CE or delegate


PREAMBLE:

Underpinning the Department of Health Strategic Directions are the agreed values that reflect
honesty, respect and integrity for every individual. These values drive how we conduct our
business and how we behave. We aim to make the values “live”. It is important that we
incorporate the values into our behaviour systems and processes.

The Department has a “Commitment to Workplace Values” attached to Job and Person
Specifications that all staff are required to uphold. (Please refer to the back of this document).

Australia has one of the most culturally and ethnically diverse populations in the world. Having a
diverse workforce (inclusive of bi-lingual, bi-cultural and disabled employees) can enhance the
department’s ability to negotiate with, and meet the needs of, the full range of its clients and
customers. Such employees also add to the diversity of the workforce, and give added
opportunities to fully capitalise on difference as a valuable asset in an increasingly competitive
environment.




                         Job & Person Specification – Customer Account Manager
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JOB SPECIFICATION


1.     Summary of the broad purpose of the position in relation to the organisation's goals

The Customer Account Manager is responsible for assisting customers to achieve their business
goals through the strategic use of ICT services. This will require high level advocacy on behalf of
customers made possible through the development of a comprehensive understanding of the
customers business.
The incumbent will take an active role in facilitating the planning and development of business
initiatives and practices that ensure and enhance the quality of ICT services to SA Health
customers. This will require working with business and ICT stakeholders and governance
committees to recognise, give advice on and develop opportunities for improved service delivery,
and to undertake appropriate consultancy work relating to strategic and operational use of ICT.


2.     Reporting/working relationships


•    Reports to the Director, ICT Customer Services
•    Primary working relationships with Regional Executives, Department Heads, Heads of Medical
     and Surgical Units regarding new business development
•    Active participant on behalf of ICT Services on ICT related governance committees including
     regional and state wide ICT clinical reference groups and business systems groups
•    Liaises extensively with executives, senior managers and staff across the Health Portfolio and
     external stakeholders
•    Close working relationship with business account managers assigned by business units across
     SA Health and ICT service delivery managers
•    Liaises extensively with single and multiple technical teams across ICT Services directorates.


3.     Special conditions


•    The incumbent will be required to work out of hours
•    The incumbent may be required to travel or work across and/or be located at any of the
     Department of Health units/divisions as required
•    Travel to regional SA Health locations will be required for the Customer Account Manager that
     is assigned responsibility for Country Health SA or Aboriginal Health as part of their portfolio
•    A flexible approach to the taking of leave is required
•    The appointee may be subject to a criminal history check prior to confirmation of appointment
•    The incumbent will uphold the values of the Department of Health as reflected in the SA Health
     Strategic Plan
•    The incumbent may be assigned elsewhere within the department subject to relevant
     provisions of the PSM Act
•    The incumbent may be required to enter into an annual performance agreement for the
     achievement of specific (service or program) outcomes.
                           Job & Person Specification – Customer Account Manager
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4.        Statement of key outcomes and activities

1.   Ensure the provision of high-level leadership and management for the delivery of
     professional, responsive and effective ICT customer account services across the
     Health Portfolio that support SA Health’s business and strategic objectives through:

     a)     providing a first point of ICT contact for new business development across the Health
            Portfolio including regions, health units, agencies and the Department of Health
     b)     providing expertise and leadership in the translation of customer opportunities and
            business requests for ICT requirements, and for the identification, analysis and
            addressing of business problems and issues
     c)     managing business executive and stakeholder relationships across the Health Portfolio
            including regions, health units, agencies and the Department of Health to gain a business
            understanding of ICT requirements and processes
     d)     advocating business requirements within ICT Services, educating, inducting and guiding
            the business in accessing ICT services, and coordinating ICT related new business
            development requests within ICT Services and the business
     e)     developing, coordinating and overseeing effective communication, public relations and
            marketing strategies to raise awareness and understanding by customers across the
            Health Portfolio of services provided by ICT Services
     f)     acting as a focal point, delivering high-level advocacy, advisory and mediation services to,
            and between, business units, and internal and external service providers to foster
            business partnerships and reduce conflict
     g)     facilitation of planning, direction setting, procurement, strategy and new business
            development with customers across the Health Portfolio, ICT Services, service providers
            and government agencies where appropriate
     h)     provision of an ICT consultancy service to the Health Portfolio including regions, health
            units, agencies and the Department of Health in the development of business plans
            consistent with SA Health strategies and policies.

2.   Drive service and performance excellence in aligning business requirements and new
     business development of the Health Portfolio through the use of ICT by:

     a)     establishing Lines of Service (LOS) and associated Service Level Packages (SLPs) for
            business outcomes of every customer across the Health Portfolio including regions,
            health units, agencies and the Department of Health
     b)     establishing and maintaining the Customer Portfolio which provides ICT Services with a
            system wide “view of customers” receiving ICT services including associated LOS and
            SLPs
     c)     establishing, maintaining, reviewing and reporting on the performance of a framework of
            service level agreements for the delivery of customer services through comprehensive
            feedback mechanisms
     d)     ensuring the highest standards of ICT disciplines, processes and practices are
            maintained in the management of customer accounts
     e)     coordination of single and/or multiple technical teams to expediently address customer
            issues or requests regardless of whether staff involved report directly to the ICT
            Customer Services directorate or are leveraged from other ICT groups



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     f)   providing an escalation point for Regional Executives, Heads of Clinical Units and
          Department Heads, ensuring effective escalation of customer business issues or
          business development requests to facilitate effective and timely resolution
     g)   ensuring effective monitoring of customer account management services and
          performance across the Health Portfolio including regions, health units, agencies and the
          Department of Health
     h)   ensuring reporting obligations are met to the business account manager, regional
          executives, ICT Services executive, senior management, customers and relevant external
          vendors and stakeholders
     i)   ensuring the accuracy of financial charges (if any) levied by ICT Services upon the
          incumbent’s assigned customer portfolio.

3.   Lead the development of a culture and ethos that is outcome and performance focused,
     optimises ICT resources and leverages the capability of ICT Customer Services to
     exceed strategic objectives through:

     a)   ensuring the highest standards of performance management and succession planning
          are maintained and consistent with public sector standards
     b)   establishment of systems, standards and processes for ICT customer account
          management services to ensure a business development approach
     c)   sound quality and performance management of external service providers, consultants,
          contractors, vendors and partners
     d)   significant contribution to the development and implementation of appropriate business
          plans and processes for the directorate including service planning, design and resourcing
     e)   contribution to the directorate’s financial planning, controlling, reporting and resource
          management
     f)   implementation of agreed performance indicators, and of quantitative and qualitative
          monitoring and reporting on customer account performance.

4.   Drive continuous service improvement within ICT Customer Services to align to SA
     Health’s business and ICT Services strategic objectives through:

     a)   redesigning services to transition from current ICT customer service arrangements to a
          single ICT service performance model
     b)   development and implementation of a model for ICT customer account management and
          associated best practice tools, processes, standards and methodologies
     c)   delivering improved service practices, processes and outcomes
     d)   optimisation of ICT resources leveraging existing capability
     e)   delivering economies of scale and efficiency savings ensuring sustainability and
          performance of ICT services
     f)   aligning services to better meet business requirements
     g)   establishment of a continuous improvement program and practices.

5.   Contribute to the wellbeing of people in South Australia through participation in
     counter disaster activities including attendance, as required, at training programs and
     exercises to develop the necessary skills required to participate in responses in the
     event of a disaster and/or major incident.



                           Job & Person Specification – Customer Account Manager
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6.   Contribute to the promotion and implementation of the general public sector
     management aims, personnel management standards and employee conduct standards
     and in particular, equal opportunity and occupational health, safety and welfare by
     adhering to the provisions of relevant legislative requirements.



Approved by line manager:       _________________________                      ___/___/___

Acknowledged by occupant:       _________________________                      ___/___/___




                       Job & Person Specification – Customer Account Manager
                                            Page 8 of 12
PERSON SPECIFICATION



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed in the person specification are representative of the knowledge, skills, minimum
education, training, licensure, experience, and/or ability required.

ESSENTIAL MINIMAL REQUIREMENTS


Educational/vocational qualifications

None

Knowledge


•     Demonstrated detailed knowledge of customer account management services within a large,
      complex organisation
•     Demonstrated in depth knowledge of the ICT industry, the major issues, trends and
      developments, their implications and future directions
•     Comprehensive knowledge of communication practices adapting style to the audience and
      situation
•     Demonstrated expert knowledge in professional ICT business and customer support including
      the management of service level agreements, and communication and marketing strategies
•     Excellent written and verbal skills with high level ability to articulate and present complex
      concepts clearly and concisely, identify, analyse and conceptualise problems to formulate and
      execute appropriate solutions and present high level written reports.


Experience
•     Proven extensive experience in providing customer account management services within a
      large, complex organisation
•     Proven experience in understanding the needs and requirements of a complex matrix of
      customers and stakeholders, and successfully balancing their competing demands, including
      mediation and dispute resolution when required
•     Proven experience leading and delivering significant ongoing change and service improvement
      initiatives
•     Proven experience in gathering information from customers regarding their requirements and
      incorporating them into meaningful ICT planning
•     Highly effective interpersonal skills, with proven ability to relate effectively to a diverse
      customer base, negotiate successful outcomes in an innovative and resourceful manner, whilst
      maintaining a high standard of professional competence and an ethical approach.


Professional & Technical Skills:



    Professional    Skill definition                    Skill Requirement
    skill
    Account         On behalf of an organisation        • Builds relationships with key senior staff in the
    management      supplying IT and related products     customer organisation in order to increase
                            Job & Person Specification – Customer Account Manager
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                   and/or services, the coordination      business opportunities.
                   of marketing, selling and delivery   • Advises them on the selection of systems,
                   activities to one or more              technology and related services to meet their
                   customer organisations to              business objectives.
                   achieve satisfaction for the
                   customer and an acceptable           • Manages colleagues in their dealings with
                   business return for the supplier;      customer organisations; initiates procedures to
                   assistance to the customer             improve service to and relationships with
                   organisation to ensure that it         customers.
                   gains maximum benefit from the       • Oversees the management and planning of
                   products and services supplied         business opportunities.
                   and available.
 Client services   The management and control of        • Sets the strategic direction and takes
 management        one or more client service             responsibility for the full range of client service
                   functions, including strategy,         functions, including organisational frameworks
                   support for business                   for complaints, service standards and operational
                   development, quality of service        agreements.
                   and operations.
                                                        • Defines service levels, standards and the
                                                          monitoring process for client service staff.
                                                        • Gives technical leadership to operational staff,
                                                          and takes responsibility for business continuity
                                                          and legal compliance.
 Stakeholder       The coordination of relationships    • Initiates and influences relationships with and
 relationship      with and between key                   between key stakeholders.
 management        stakeholders, during the design,
                                                        • Acts as a single point of contact for senior
                   management and
                                                          stakeholders and influencers.
                   implementation of business
                   change.                              • Supports effective business change by building
                                                          relationships with and between senior strategists,
                                                          planners, designers and operational business
                                                          partners.
                                                        • Initiates procedures to improve relations and
                                                          open communications with and between
                                                          stakeholders.
                                                        • Initiates and has management oversight of
                                                          processes to manage and monitor relationships
                                                          including lessons learned and the feedback loop
                                                          to and from business change teams.
 Consultancy       The provision of advice,             • Takes responsibility for a significant consultancy
                   assistance, and guidance in any        business, including business development, sales
                   area associated with the               to major clients, account management and
                   planning, procurement, provision,      managing the delivery of consultancy services
                   delivery, management,                  over a wide range of topics, including the role of
                   maintenance or effective use of        IT in the business.
                   information systems and their
                   environments. Can deal with one
                   specific aspect of IT and the
                   business, or can be wide ranging
                   and address strategic business
                   issues.



Business Skills:


The Customer Account Manager will have the following personal and professional competencies

 Autonomy          • Works under broad direction.
                   • Is fully accountable for own technical work and/or project/supervisory
                     responsibilities.
                           Job & Person Specification – Customer Account Manager
                                                Page 10 of 12
                     • Receives assignments in the form of objectives.
                     • Establishes own milestones and team objectives, and delegates responsibilities.
                     • Work is often self-initiated.
 Influence           • Influences organisation, customers, suppliers and peers within industry on the
                       contribution of own specialism.
                     • Has significant responsibility for the work of others and for the allocation of
                       resources.
                     • Makes decisions which impact on the success of assigned projects i.e. results,
                       deadlines and budget.
                     • Develops business relationships with customers.
 Complexity          • Performs a challenging range and variety of complex technical or professional work
                       activities.
                     • Undertakes work which requires the application of fundamental principles in a wide
                       and often unpredictable range of contexts.
                     • Understands the relationship between own specialism and wider
                       customer/organisational requirements.
 Business skills     • Advises on the available standards, methods, tools and applications relevant to own
                       specialism and can make correct choices from alternatives.
                     • Analyses, diagnoses, designs, plans, execute and evaluate work to time, cost and
                       quality targets.
                     • Understands the relevance of own area of responsibility/specialism to the employing
                       organisation.
                     • Takes customer requirements into account when making proposals.
                     • Takes initiative to keep skills up to date.
                     • Maintains an awareness of developments in the industry.
                     • Analyses requirements and advises on scope and options for operational
                       improvement.
                     • Demonstrates creativity and innovation in applying solutions for the benefit of the
                       customer.
 Communication       • Communicates effectively, formally and informally, with colleagues, subordinates
                       and customers. Demonstrates leadership.
                     • Facilitates collaboration between stakeholders who have diverse objectives.
                       Mentors more junior colleagues.



Desirable Qualifications

Relevant Postgraduate Degree

ITIL Foundation Certificate, or ITIL Managers Certificate (preferred).

Desirable Industry Certifications

Nil




                             Job & Person Specification – Customer Account Manager
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COMMITMENT TO WORKPLACE VALUES



       The Department of Health values have an influence on the people we employ

Every organisation has values that govern the way people are treated and the way
decisions are made. The Department’s Strategic Plan identifies the values that guide our
behaviours. These behaviours apply to all employees and govern the way people in the
organisation are treated, the way decisions are made and how we provide our services.

These values are used in day to day communication and interaction between all employees
and are linked to the whole of government Code of Conduct, Performance Development,
Job and Person Specifications and Department of Health Employment Conditions.

                    Department of Health Organisational Values are:

                                                   Honesty
   We show honesty by speaking truthfully, within the boundaries of confidentiality. This is shown
   in our dealings within the Department and with our consumers and partners by: saying what we
   mean and meaning what we say, keeping our promises, telling the truth tactfully, providing
   honest feedback and answers and admitting to mistakes.


                                                   Respect
   We show respect by speaking and acting with courtesy. We treat others with dignity and use
   culturally appropriate ways of communicating. This is shown in our dealings within the
   Department and with our consumers and partners by: treating everyone fairly, communicating so
   people can understand, listening to others, and seeking and providing feedback.


                                                   Integrity
   We show integrity by honouring our values and the rules of our department, government and
   nation. This is shown in our dealings within the department and with our consumers and
   partners by: doing the right thing, abiding by the values, standing up for what we believe in, and
   taking responsibility for our mistakes.

                                                  *****************


   I ___________________________________ have the ability and commitment to
   behave consistently with the stated values of the Department of Health.


   __________________________________                     /     /
   Signature

   Please complete and return attached to your application to the nominated person

                      “The right people with the right skills in the right place at the right time”




                         Job & Person Specification – Customer Account Manager
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