IT Services Restructure 2010
Staff Briefing
Derek Drury
CIO
1.
…. format / agenda
•
Intro
–
–
•
Service Management
–
–
–
•
Overview of Changes
Current Structure
Proposed Structure
Programme Management
–
–
–
•
Overview of Changes
Current Structure
Proposed Structure
Operations
–
–
–
•
Background to Restructure Plans
The Need for Change
Overview of Changes
Current Structure
Proposed Structure
Finance / Admin
–
–
–
Overview of Changes
Current Structure
Proposed Structure
•
Summary / Ground Rules / Voluntary
Severance / Timescales
•
Questions
2.
…. background
•
KPMG Report
–
–
–
Major Infrastructure issues
Major Service issues
Major Delivery issues
•
Departure of previous Director and Assoc.Director
•
ICT Transformation Programme (£6.5m) agreed and commenced
•
Appointment of Interim IT Director (Sept.2009)
•
ILS Split – ITS formed (Nov.2009)
•
New SMT set up – 2 new Interim Assoc.Directors
•
Appointment of CIO (Nov.2009)
•
Service Desk moved to ITS Control (Jan 2010)
•
Associate Directors appointed
3.
…. the need for change
KPI
UoS Current Level
Industry Standard
Abandoned Calls
20%
<5%
Logs over 20 days
32%
<2%
First time Fix
55%
>85%
Average Delay (days)
>200
<21
Average cost overrun (£000)
£220
<£50
Standard Methodology
None
Yes
Portfolio Management
No
Yes
Service Desk
Service Levels below acceptable
levels and customer expectations
Projects
Delivery Levels below acceptable
levels and customer expectations
Splitting from the Library and moving the Service Desk to ITS is a good start
BUT
We are not organised properly to Deliver High Standards of Customer Service
4.
…. the need for change
•
Implement changes to the current structure required to address significant issues:
–
–
–
–
Service Management / Service Management processes
Service Desk Ownership
Programme / Project Management
Customer Focus and Delivery
•
The intention of this re-organisation is to address the performance issues and inefficiencies within
Service Management and Programme Management.
•
This restructure does not address the long term resource requirements which may change due to the
implementation of the ICT Transformation Programme during 2010 /11
•
This re-organisation is NOT a cost cutting exercise.
5.
….. role diagram key
Role Deleted – roles where the work in existing roles has ceased
to exist and does not exist in the new roles within the new structure.
Role Selection – either a) these existing roles do not appear to map
exactly into any of the new roles but contain significant elements of the
existing role or b) there are a limited number of roles available.
Selection into these roles will be by competency interview
Restructured Role – these roles appear to map into a new role within
the new structure.
Role Unchanged – there is no impact on these roles within the
new structure.
New Role – these are newly created roles within the new structure.
6.
….. overview of structure changes
Service Delivery
Service & Support
Service Managers
Customer Focused
Application
Support
Service
& Support
Function
Service
Desk
Operations
Desktop
&
AV
Service
Desk
Operations & Data Centres
Operations
Desktop
Fit for&purpose
AVs Function
Operation
Development
Project
Function
Business
Account
Managers
Operations
Programme Management
App. Dev. Architect.
Function Delivery
Function
Focused
Programme Function
Project
Function
App. Dev.
Function
App.
Support
Function
Architect.
Function
7.
Service Management – Overview of Changes
•
The move of the Service Desk and Telephony to IT Services from Library Services has highlighted the
problems around control of First Line and Second Line support services.
•
In the current Service Management structure the focus has been on application support rather than on
user support. The new structure moves Application Support to the newly formed Programme
Management structure together with Application Development.
•
Within the Service Management area we have moved all our Technicians (AV and Desktop) forming a
new role of IT Technician who can then work closely with the Service Desk to provide a solid first and
second line support structure under a new role of Head of Service and Support.
•
In addition, new Business Account Manager roles have been created to form the interface between IT
and the Business areas. These are technically able, business system focused individuals with specific
application skills.
•
The introduction of system monitoring tools will enable us to control and monitor system more effectively
and efficiently.
•
We have also introduced the post of Problem & Transition Manager to improve our overall service levels.
8.
Service Management – Current Structure
Application Support Function moves to
Programme Management with new roles & structure
Role
Deleted
Pool
Select.
Restrct
Role
No
Impact
on Role
Head of IT
Service
Delivery
Service
Manager
Business
Systems
Service
Manager
Collaboration
Service
Manager
Learning
Technologies
Service
Manager
SIS
Service
Manager
Liaison and
Planning
Lead
Application
Support
Specialist
X2
Senior ICT
Support
Analyst
Web
Technologist
(vacant)
Lead Solution
Specialist
Lead
Application
Support
Specialist
ICT
Coordinators
X3.5
(1 vacant)
Application
Support
Administrator
ICT Support
Analyst
Solution
Specialist
Application
Support
Specialist
Technical
Administrator
Service Desk
Manager
Telephony
Team Leader
Service Desk
Team Leader
Telephony
Supervisor
Service Desk
Agents
X6
Analyst
Process
Improvement
Change
Problem Coordinator
Telephony
Team 2.55fte
9.
Service Management – Proposed Structure
New
Role
Role
Moved
No
Impact
on Role
Head of Service
and Support
Problem & Service
Transition
Manager
Service Desk
Manager
Telephony Team
Leader
Service Desk
Team Leader
Change / Prob
Coordinator
Telephony
Supervisor
Service Desk
Agents
x6
Telephony Team
X2.55
Service Desk
Agents
1 x Perm (vac)
1 x FTC (vac)
Business Account
Manager
VLE
Technical Support
Team Leader x 2
Network Admin
x3
Technical Support
Manager
Business Account
Manager
SIS
AV Specialist &
Event Coordinator
Technical
Coordinator
Business Account
Manager Business
Systems
IT Support
Technician
X20
Desktop and AV Support Function
moves from Ops. to Service Team
with new roles and structure
10.
Operation – Overview of Changes
•
In this area we are gearing up for the major infrastructure changes that will take
place during 2010/11. Whilst we cannot anticipate the requirements in this area at
this point in time the team has been refocused on supporting the operations and
dual data-centres which will be implemented during this period.
•
The Desktop and AV support teams have been moved into Service Management to
leave a ‘clean’ Operations structure which will focus on the Data Centre support
going forward.
•
The new role of Head of Operations and Data Centres has been created.
11.
Operations – Current Structure
Pool
Select.
Role
Deleted
Restrct
Role
Role
Moved
No
Impact
on Role
Head of IT
Operations
(Vacant)
Operations
Manager
Operations
Manager
Development
Manager
Platform Officer
x9
Systems Support
Admin
X5
Estates
Officer
Database Analyst
x3
Desktop and AV Support Function
moves to Service Team with
new roles and structure
Desktop
Manager
Desktop Team
Leader
x2
Desktop Technicians
x12
(2 Vacancies)
IT Security
Specialist
AV Team Manager
Network
Admin
x3
AV Team Leader
FTC
AV Technicians
5.5fte
(3 x FTC)
12.
Operations – Proposed Structure
No
Impact
on Role
New
Role
Head of IT
Operations and Data
Centres
Operations
Manager
Operations
Manager
Development Manager
Platform Officer
x9
Systems Support Admin
X5
Estates
Officer
IT Security Specialist
Database Analyst
x3
13.
Programme Management – Overview of Changes
•
Significant changes in this area will be implemented as we form the Programme Management Office
(PMO) and bring together Programme Management and Application Development / Support teams.
•
PMO established to support the delivery of projects, manage the portfolio of demand/requests, resource
availability and capacity. The PMO will create a number of new roles, namely PMO Manager and
Project Coordinators to manage small work requests and small projects.
•
Application Development and Support are currently separate teams in separate areas of the organisation
and this leads to major delays in both development and support activities. We have restructured these
teams to form a single team which will develop and support applications going forward under a new role
of Applications Manager. In addition, moving this team to the Programme Management team makes it
easier for projects to access the relevant resource.
•
Major benefits are perceived by the strengthening of the Architecture team by the creation two new roles
of Architect & Design Manager and Chief Architect. Currently this area is under resourced and is one of
the primary causes for project delay.
•
Our test area also needs strengthening and this has been done by the introduction of new Test Analyst
roles which will enable coherent test plans and ensure successful delivery of systems.
14.
Programme Management – Current Structure
Pool
Select.
Role
Deleted
Restrct
Role
No
Impact
on Role
IS Programmes
Head of IT Change
Head of IS Strat. &
Architect.
Head of Development
(vacancy)
Test Manager
Lead Project Manager
(vacancy)
Test Analyst
(FTC)
Project Managers
X5
(1 x FTC)
(1 vacant)
Business Analyst
X7
(1 x vacant)
Team Leaders
X2
(1 x FTC)
Technical Design
Authority
Solution Architect
(vacancy)
Systems Analyst /
Programmer
X 8.54
(1 x FTC)
Project Admin /
Planning
X1.6
Application Development Function moves to
Programme Management with new roles & structure
15.
Programme Management – Proposed Structure
Pool
Select.
Restrct
Role
No
Impact
on Role
New
Role
Assoc.
Director
Programmes
/ Projects
Architect &
Design
Manager
PMO
Manager
Planning &
Projects
Officer
X2.6 (1 New)
Project
Managers
X5
Project Coordinators
X2
Chief
Architect
Solution
Architect
(1 x FTC)
Business
Analyst
Manager
Technical
Designer
Business
Analyst
X5
Test
Manager
Test Analyst
X2
Test Analyst
X1
(ftc)
Applications
Manager
App. Dev.
Team
Leader
App. Supp.
Team
Leader
Analyst
Programmer
X5
Support
Analyst
X7
Application Support Function moves from Service Management
to be incorporated with Application Development Function
to form a new Application Team with new roles & structure
16.
Finance & Planning – Current Structure
No
Impact
on Role
Role
Deleted
Role
Moved
Head of Admin &
Planning
Directorate PA
Senior Office Assistant
(vacancy)
Personal Clerical
Assistant
Personal Clerical
Assistant
Finance Administrator
Content Manager
Finance Assistant
Content Developer
17.
Finance & Planning – Proposed Structure
No
Impact
on Role
Head of Admin & Planning
Directorate PA
Personal Clerical Assistant
Finance Assistant
18.
Summary – Overall Impact
Number
Total Roles in Current Structure
Total Roles in Proposed Structure
Total Number of Roles impacted
Budget difference between current and proposed
structures
Number of Roles Immediately Displaced
Number of potential restructured roles
Number of roles for selection
Number of New Roles Created
Number of Roles unaffected
127
117
67
< 5k
Number
11 (5 vacant roles)
8
40
50
60
19.
Summary – Roles Created
Role
No.Req.
Grade
Comment
Head of Service & Support
1
10
IT Support Technician
20
5/6
Technical Coordinator
1
7
Head of IT Operations & Data Centres
1
10+
Project Coordinators
2
7
Architect & Design Manager
1
9
Test Analyst
2
7
Applications Manager
1
9
App. Dev. Team Leader
1
8
Selection Pool F
Analyst Programmer
5
7
Selection Pool C
App. Supp. Team Leader
1
8
Selection Pool E
Support Analyst
7
7
Selection Pool D
Business Analyst Manager
1
9
Business Analyst
5
8
Problem & Service Transition Manager
1
8
Total Vacancies
49
Selection Pool A
Selection Pool B
20.
Summary – Selection Pools
•
Pool A – IT Technician Role (x20)
– All AV Technicians
– All Desktop Technicians
•
Pool D – Support Analyst Role (x7)
– All Application Support Roles
•
Pool B – BA Role (x5)
– All BA’s
•
Pool E – App.Dev.Team Leader Role (x1)
– All Dev.Team Leaders
•
Pool C – Analyst Programmer Role (x5)
– All System Analyst Roles
– All Analyst Programmers
•
Pool F – App.Support Team Leader Role (x1)
– Lead Application Support Roles
21.
Ground Rules
•
The proposed IT Services restructure will be managed using the ground rules for
Appointment of Staff to Revised Staffing Structures.
•
Business as usual during the transitional phase – expect the proposed new structure to be
operational by end of June 2010.
•
Directly affected staff will have priority for posts within proposed new structure.
•
Wherever possible we will appoint senior posts first.
•
We recognise staff may be unsure at any one time whether a future vacancy may be more
attractive therefore if staff already slotted in / appointed to post they are welcome to apply for
future vacancies that may arise when / if advertised.
22.
Ground Rules
•
Directly affected staff are displaced when a new post(s) created in the new structure
potentially displaces their existing role;
•
Members of staff will be mapped against the new post(s) and if there is a clear match
between the existing and new posts i.e. at least 75% they will be slotted in if there are
sufficient posts.
•
Where this no clear match between existing and new posts or less posts than people,
members of staff will be invited to participate in a competitive recruitment process.
•
If a member of staff is unsuccessful in being mapped into a position or at a ringfenced
interview they would be displaced and informed as such.
•
All directly affected staff will be placed on the Advance Redeployment list.
•
Members of staff will have an opportunity to express interest in Voluntary Severance.
•
The University will provide support for those who are potentially displaced.
•
Candidates will be appointed to proposed new posts based on merit.
23.
Voluntary Severance
•
Require 2 years continuous service to be eligible.
•
Payments offered by the University represent lump sum payments to the value of twice the
statutory redundancy payment, based on employee’s weekly pay.
•
For each completed year of continuous service the following will apply:
– Service between ages of 18 – 20 – one weeks’ pay.
– Service between ages of 21 – 41 – two weeks’ pay.
– Service over the age of 41 – three weeks pay.
•
Maximum twenty years service is reckonable.
•
Tax free up to £30,000.
•
Compromise agreement to be signed.
24.
Voluntary Severance
•
Approval of Voluntary Severance applications - at management discretion.
•
Voluntary Severance payments will be in line with payments made under Headroom.
•
VS register will open on 24 March 2010.
•
VS register will close on 8 April 2010.
•
Figures will be sent out to staff by 13 April 2010.
•
Apply on-line after 24 March 2010 via the HR intranet page.
•
Contact Andrew Brown (HR Advisor) on 52114 or Rachel Nield (Pensions Officer) on 52101
if you have any queries about this matter.
25.
Timescales / Consultation
•
Impacted staff to update job descriptions & submit for verification – 6 April 2010.
–
–
Current JD’s available electronically from Christine Tyler
Return to Christine asap and before 6th. April 2010
•
Aim to verify job descriptions by 9 April 2010.
•
Aim to meet all directly affected staff to discuss mapping and VS outcomes by 30 April 2010.
•
Subsequent dates regarding ringfenced interviews will be published if appropriate by 3 May 2010.
•
Trade Unions invited to attend any further briefings.
•
Anticipate 30 day consultation period.
•
Regular consultation meetings with staff / TU.
•
Send any questions about the restructure to Derek Drury or Paul Jenks (HR Business Partner).
•
Q & As will be circulated at regular intervals, via team briefings where appropriate.
26.
Question ……………….
27.