Transcript IT Services Restructure 2010 Staff Briefing
IT Services Restructure 2010 Staff Briefing
Derek Drury CIO
• • • • • • •
Intro
– Background to Restructure Plans – The Need for Change
Service Management
– Overview of Changes – Current Structure – Proposed Structure
Operations
– Overview of Changes – – Current Structure Proposed Structure
Programme Management
– Overview of Changes – Current Structure – Proposed Structure
Finance / Admin
– Overview of Changes – – Current Structure Proposed Structure
Summary / Ground Rules / Voluntary Severance / Timescales Questions
…. format / agenda
2.
• • • • • • • • • 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
…. background
3.
KPI
Service Desk
Abandoned Calls Logs over 20 days First time Fix
Projects
Average Delay (days) Average cost overrun (£000) Standard Methodology Portfolio Management
…. the need for change
UoS Current Level Industry Standard
20% 32% 55% >200 £220 None No <5% <2% >85% <21 <£50 Yes Yes
Service Levels below acceptable levels and customer expectations 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.
Service Delivery
Service Managers Customer Focused Application Support Function
….. overview of structure changes
Service & Support
Service Desk Business Account Managers Desktop & AV Service Desk
Operations
Operations Desktop
Operations & Data Centres
Operations
Development
Project Function App. Dev.
Architect.
Function Function Programme Function
Programme Management
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 Service Desk Manager 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) Telephony Team Leader Service Desk Team Leader Analyst Process Improvement Change Problem Co ordinator Application Support Administrator ICT Support Analyst Solution Specialist Application Support Specialist Telephony Supervisor Service Desk Agents X 6 Technical Administrator Telephony Team 2.55fte
9.
Service Management – Proposed Structure
New Role Role Moved No Impact on Role Head of Service and Support Service Desk Manager Problem & Service Transition Manager Business Account Manager VLE Technical Support Manager Business Account Manager SIS Business Account Manager Business Systems Telephony Team Leader Service Desk Team Leader Change / Prob Coordinator Technical Support Team Leader x 2 AV Specialist & Event Coordinator Technical Coordinator Telephony Supervisor Telephony Team X2.55
Service Desk Agents x6 Network Admin x3 IT Support Technician X20 Service Desk Agents 1 x Perm (vac) 1 x FTC (vac)
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
Head of IT Operations (Vacant) Restrct Role Role Moved No Impact on Role Operations Manager Operations Manager Development Manager Desktop Manager IT Security Specialist Platform Officer x9 Systems Support Admin X5 Database Analyst x3
Desktop and AV Support Function moves to Service Team with new roles and structure
Estates Officer Desktop Team Leader x2 Desktop Technicians x12 (2 Vacancies) Network Admin x3 AV Team Manager AV Team Leader FTC AV Technicians 5.5fte
(3 x FTC) 12.
Operations – Proposed Structure
Operations Manager No Impact on Role New Role Operations Manager Head of IT Operations and Data Centres Development Manager IT Security Specialist Platform Officer x9 Systems Support Admin X5 Database Analyst x3 Estates Officer 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 Development (vacancy) Head of IS Strat. & Architect.
Test Manager Test Analyst (FTC) Lead Project Manager (vacancy) Business Analyst X7 (1 x vacant) Project Managers X5 (1 x FTC) (1 vacant) Team Leaders X 2 (1 x FTC) Systems Analyst / Programmer X 8.54
(1 x FTC) Technical Design Authority Solution Architect (vacancy) 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 New Role No Impact on Role Assoc. Director Programmes / Projects PMO Manager Architect & Design Manager Business Analyst Manager Test Manager Applications Manager Planning & Projects Officer X2.6 (1 New) Project Managers X 5 Project Co ordinators X2 Chief Architect Solution Architect (1 x FTC) Technical Designer Business Analyst X 5 Test Analyst X2 Test Analyst X1 (ftc) App. Dev. Team Leader App. Supp. Team Leader Analyst Programmer X5 Support Analyst X 7
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
Total Roles in Current Structure Total Roles in Proposed Structure Total Number of Roles impacted Budget difference between current and proposed structures
Number
127 117 67 < 5k Number of Roles Immediately Displaced Number of potential restructured roles Number of roles for selection Number of New Roles Created Number of Roles unaffected
Number
11 (5 vacant roles) 8 40 50 60 19.
Summary – Roles Created
Role
Head of Service & Support IT Support Technician Technical Coordinator Head of IT Operations & Data Centres Project Coordinators Architect & Design Manager Test Analyst Applications Manager App. Dev. Team Leader Analyst Programmer App. Supp. Team Leader Support Analyst Business Analyst Manager Business Analyst Problem & Service Transition Manager
Total Vacancies No.Req.
1 5 1 7 1 20 1 1 2 1 2 1 1 5 1
49 Grade
8 7 8 7 10 5/6 7 10+ 7 9 7 9 9 8 8
Comment
Selection Pool A Selection Pool F Selection Pool C Selection Pool E Selection Pool D Selection Pool B 20.
Summary – Selection Pools
•
Pool A – IT Technician Role (x20)
– All AV Technicians – All Desktop Technicians •
Pool B – BA Role (x5)
– All BA’s •
Pool C – Analyst Programmer Role (x5)
– All System Analyst Roles – All Analyst Programmers •
Pool D – Support Analyst Role (x7)
– All Application Support Roles •
Pool E – App.Dev.Team Leader Role (x1)
– All Dev.Team Leaders •
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 6 th . 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.