Deputy Director Operations

The Deputy Director of Operations will report to the Director for all activities related to Information Systems User Experience across Government – for all 3000 users – supporting CI$800M Revenue. Assured End-to-End Service Levels to ITIL Standards are required 24/7/365.

Job Title:Deputy Director, Operations Director 
Grade: G
Salary Range:
Reports To:Director
Department:Computer Services 
Ministry: Ministry of Investment, Innovation & Social Development
Job Purpose
The Deputy Director of Operations will report to the Director for all activities related to Information Systems User Experience across Government – for all 3000 users – supporting CI$800M Revenue. Assured End-to-End Service Levels to ITIL Standards are required 24/7/365.
The post holder will provide strategic management and administrative support to the Director of Computer Services Department (CSD) with specific responsibilities for Service Management and Integration of Data Centre and Network Services, Database Management, Desktop Support Services and Service Desk Management. To contribute to defining, developing and delivering an effective “pan-government” information technology (IT) strategy to meet the Government’s evolving vision to be a World Class Civil Service, policies to meet business strategy, and day to day needs for the entire public service.
To manage the successful implementation and operation of the organizations’ overall IT Service Management processes, ensuring the delivery of effective, efficient and reliable IT Infrastructure and Operations (I&O) to meet the needs of all Cayman Islands Government (CIG) Ministries and Departments of State. To propose, initiate and manage IT services improvement initiatives. To manage resources including CSD staff, between the IT Service Management processes and functions. As a member of the IT leadership team, the role contributes to the development and execution of the IT Development and Operations (DevOps) strategy and ensures its alignment with the enterprise IT and business strategy and delivery of all capabilities required to achieve business success.
The Computer Services Department is a major administrative arm of the Ministry of Commerce, Planning and Infrastructure (CPI), which provides ICT services to 85 government departments and agencies. It has approximately 95 staff with a total operating budget of approximately CI$16.3 million.

Dimensions
The current capital budget is CI$2.7 million with a value of fixed assets controlled by the department of CI$16 million. The department currently supports approximately 3000 desktop users, 50-60 bespoke in-house applications, and 52 commercial programs.
It provides a government-wide information strategic planning and policy service within the Ministry; it is a technology resource for the Deputy Governor, legislative decision-makers, and to all public sector agencies.
Management
• Directly manages 4 Managers – 1 IT Service Management, 2 Operations, 1 Applications & Database Administration;
• Oversees the efficient and effective functioning of CIG’s IT Infrastructure and Operations Section of CSD (30 staff).
Budget
• Manages the Operations Section annual operating budget of CI$2m (capital projects);
• Management fixed assets controlled by the department of CI$16 million.
IT Service Management Section (15 staff)
• ITSM - Oversee management of IT services to meet user and business needs
• Service Desk – unit that provide IT support to 3000 Users.
• Tech Team – provide desktop support services to 3000 users (PCs, Desktops, Laptops).
Oversees IT Operations Section (10 staff)
• Network/Security Team - safeguard the confidentiality, integrity, and availability of CIG’s network and data assets. (5000 IT devices)
• Server Management Team – manage 500 Linux & Windows Servers.
• Storage/Backup Team – manage solutions that protect against data loss & ensure business continuity
• 3 Datacenters
• 50 - 60 Commercial programs
Application & Database Administration Section (5 staff)
• Database administration Team – manage databases the support CIG’s applications
• Enterprise Content Management Team – manage CIG’s digital content
• Middleware & Application Management Team – manage middleware technologies that achieve CIG goals
The demand for IT support for the business services of user departments places a large amount of responsibility on the post-holder in ensuring business continuity for client Departments.

The post-holder must be a mature, highly experienced, and capable Information Systems (IS) professional who is fully accountable for collaborating with several other IS leaders. The individual must be skilled in project management able to manage multiple tasks effectively and possess the background knowledge and experience of IS to make informed and responsible decisions that are both technically sound and take the needs of the organization fully into account.
The post-holder provides leadership and advice to co-workers and is a mentor to staff and other Information Technology (IT) staff.
As a knowledgeable IT professional, the post-holder is often consulted on the procurement of IT-related solutions and services on behalf of other Government Departments.
In the absence of the Director or other Deputy Directors, the post-holder will be required to act as Head of Department as needed.

Principal Accountabilities.

1. Management and Administration
Prepare annual performance agreements and assessments for personnel who report directly to the post holder and ensure timely agreements and assessments are in place for all other staff members of the Department
Provide direction and leadership to Department staff by clearly communicating the vision, supportive objectives and operational and strategic plans.
Maintains currency on new technologies and service management practices and provides direction on what emerging IT operations technologies and methods should be introduced, integrated, and assimilated within I&O.
Works with senior management to forecast future skill needs to acquire and develop an I&O workforce with the appropriate mix of business knowledge, technical skills, and competencies. Works toward a balance between growing the agility required to achieve digital business objectives and ensuring the core IT functions are reliable, stable, and efficient.
Develop a process for the periodic assessment, evaluation, and reporting on government-wide IT performance including setting IT performance metrics and benchmarks; ensuring periodic performance measurement, implementing and tracking performance improvement initiatives, and providing consolidated performance summaries.
Assist with overseeing recruitment and selection of personnel for various positions within the Department
Assist with reviewing all complaints from the public
25%
4
2.Strategic Planning and Operational Oversight
Responsible for facilitating and managing the analysis and planning that must occur to support the development of a strategy
Understand the Government’s business functions; identify business opportunities for automation that deliver value to customers; build and retain an integrated, skilled IT team and prioritize IT work to reflect the government’s service delivery requirements. And help plan for new models of digital government.
Prepare and approve plans to ensure the continuity of operations during major events, disasters, and partial or complete system failures, including cybersecurity and other man-made threats.
Promote high levels of customer service throughout the Department and ensure that operational services are provided within agreed SLA parameters including appropriate benchmarking measures.
Develop technical capability in infrastructure management to effectively manage
Develop technical capability in infrastructure management to effectively manage
25%
3. Budget and Allocation of Resources
Contribute to the preparation and administration of the Department’s budget including the determination of staffing levels and operational needs.
Ensure the security and protection of IT assets and the integrity and privacy of information maintained by government agencies
Lead and direct a diversified staff. Administer hiring, employee engagement, monitoring performance, developing and coaching, disciplining, and providing direction.
Assist with appearing before legislative committees and provide reports to them, the Deputy Governor, and the Cabinet Secretary on strategic IT issues, investments, and projects.
Continually develop and therefore improve government business processes cost effectively thereby ensuring improvements in the quality of services to all stakeholders.
25%
5
4.Other Responsibilities
Build and maintain strong relationships with clients, partners, and stakeholders. Understand their needs, objectives, and challenges to provide tailored solutions and ensure customer satisfaction. Serve as a trusted advisor and establish long-term partnerships
Assist with building and developing critical relationships necessary for the discharge of information technical advisory responsibilities on behalf of the Chief Officer for the Ministry, Deputy Governor, Cabinet, Legislature, Chief Officers, and Agency Heads.
Provide guidance and advice to other departments, portfolios, and ministries on the operational and technical aspects information of technology.
Provide expert advice for IT technology sourcing, supplier negotiations, and IT contracts
Advise on cost/benefits/risks of major investments and transformation projects, especially opportunities to develop enterprise-wide capabilities that enable better interoperability and citizen experience than existing or incumbent systems
Advise on the implications and impacts of emerging and disruptive technologies
Provide options for addressing technology debt issues including legacy systems, data management techniques that impact data quality, and outdated IT infrastructure
25%
6

Background Information

CSD is physically located in the Government Administration buildings in downtown George Town, the capital of the Cayman Islands. Most Government departments are also located in the George Town area on the Island of Grand Cayman. A few other government Departments are located in outlying areas on Grand Cayman and a few are located on the sister islands of Cayman Brac and Little Cayman.
CSD is organized into 3 main sections: Governance and Architecture; Service Delivery and Development and Enterprise Content Management; and thirdly Service Delivery.
Governance and Architecture are responsible for:
• Architecture and Engineering
o Enterprise Architecture
o Engineering and APM
o Business Intelligence
• Governance and Risk Mgmt.
o Change Management
o Risk Management
o Vendor / Procurement Mgmt.
Human Resource & Finance

* HR Management
* Finance Management
* Administration
Director
Governance & Architecture
Architecture & Engineering
* Architeture
* Engineering & APM
* Business Intelligence
Governance & Risk Mgmt
* Change Management
* Risk Management
* Vendor / Procurement Mgmt.
PMO & Quality Assurance
* Project Management Office
* Quality Assurance Mgmt.
Service Delivery &
Development
Demand Management
* Business Relationship Mgmt.
* Business Analysis
* Scrum Master /PM
Software Development
* Low Code Development
* Full Stack Development
Operations
IT Service Management
* ITSM
* Service Desk & Tech Mgmt.
Operations
* Network / Security Mgmt.
* Server Management
* Storage / Backup Mgmt.
App & Database Admin
* Database administration
* Enterprise Content Mgmt.
* Middleware Mgmt.
* Application Administration
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• PMO and Quality Assurance
• Project Management Office
• Quality Assurance Management
Service Delivery and Development is responsible for:
• Demand Management
o Business Relationship Management
o Business Analysis
o Scrum Master / PM
• Software Development
o Low Code Development
o Full Stack Development
Operations is responsible for:
• IT Service Management
o ITSM
o Service Desk & Tech Management
• Operations
o Network / Security Management
o Server Management
o Storage / Backup Management
• App & Database Admin
o Database Administration
o Enterprise Content Management
o Middleware Management
o Application Administration
Knowledge, Experience, and Skills
Overall the Deputy Director of IT Operations is instrumental in ensuring the reliability, security, and performance of IT systems and services, driving strategic initiatives, and fostering a culture of innovation and continuous improvement within the IT organization.
Education & Experience
The post-holder must possess:
• An IT-related Bachelor’s Degree or Master’s Degree in Computer Science or Information Systems plus a minimum of ten (10) years of post-graduate experience in Enterprise IT Infrastructure Management.
• The individual will have at least seven years of post-degree mid/high-level progressive leadership experience in a similar type of organization; preferably experience in effectively managing cross-functional teams, and influencing key stakeholders across the organization, and within complex contexts.
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• The post-holder with have demonstrated experience in establishing standard processes and managing performance to achieve key metrics, with proven experience in leading IT Operation Teams in complex and dynamic environments requiring 24/7 support.
• He/she will have exceptional leadership skills, with the ability to communicate a vision that inspires and motivates IT staff and aligns with the IT strategy, as well as the ability to instil confidence in the IT operations contribution and value added to the business.
• Must be effective in influencing and negotiating an environment where resources may not be in direct control of this role and have excellent service management planning and execution skills.
• Must also have strong IT operations acumen, including cross-domain knowledge and experience in an individual contributor role in IT Operations.
• Experience in budget planning and financial management is required, as well as success in leveraging both traditional practices, such as IT service management, as well as emerging methods, such as DevOps, that are optimized for agility.
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders and also to explain business concepts to the I&O workforce.
Key Competencies:
Thinking and Reasoning
Analysis - Ability to gather and understand information, curiosity, think of new ideas, evaluate existing ones and think strategically and plan ways forward, solving problems and achieving outcomes
Planning and Organizing - Work in a planned, structured way, prioritizing effectively to meet deadlines and corporate objectives
Strategic Perspective - Ability to take a wider outlook in approaching tasks and problems and contributing positively
Motivation and Drive
Change Orientation - Demonstrate how you accept and respond to change positively, addressing issues that block progress and adapting to meet different work situations and demands
Results and Achievements - Demonstrate a desire to achieve results that are of high quality and make the best use of resources to do so
Self-Management - Take responsibility for your actions and development, actively and continuously developing your skills to deliver excellent services
Interpersonal Characteristics
Communication and Influencing - Varying styles of communication to ensure understanding and gaining a positive reaction and acceptance from others to achieve the desired outcomes
Working with others - Collaborating, cooperating, liaising, and building trust with colleagues, stakeholders, and customers to achieve shared goals and outcomes
Leading and Managing - Effectively manage others through understanding and organizing people and projects
Assignment and Planning of Work
Supervision of Others
Work in coordination with the Director to approve, prioritize, and assign new projects and oversee the provision of detailed work plans.
The post-holder will present and communicate ideas clearly to non-I.T. individuals, identify and share important information on time, and have the ability to develop plans to achieve project objectives by identifying resources needed including anticipating budgetary, personnel, and mechanical obstacles.
The post-holder is an innovative, solutions-oriented leader with a strong work ethic and effectively executes plans of action.
Work assignments stem from:
• The implementation of agreed strategic plans
• The implementation of determined implementation plans.
• Specific requests from the Chief Officer of the Ministry of IISD, Deputy Governor, or Governor.
• Specific requests from Chief Officers and CEOs of Statutory Authorities.
• The need to maintain and secure the CIG’s existing, expanding, and new business systems and services.
Contribute to the planning of work and Departmental objectives in conjunction with user departments and the group heads.
The post-holder contributes to the development and maintenance of the Strategic Plan for IT in Government.
Supervision is undertaken by ensuring the effective implementation and administration of policies and departmental objectives through periodic reviews and control procedures.
The post-holder will confidently communicate information, be dependable, and persevere to get the job done, and demonstrate problem-solving skills, high productivity with competing task expectations, and supervisory and administrative skills to hold staff accountable and evaluate the quality of services provided.
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The post-holder oversees the direct management of four (4) section managers;
• Service Support & Tech Manager
• 2 - IT System Managers
• Application Manager
The post-holder will provide leadership and strategic planning on a day-to-day basis. He/she is responsible for providing professional advice and guidance to all members of staff whether or not they are currently part of a formal team as well as for motivating staff towards the achievement of goals and objectives.
Other Working Relationships
Decision-Making Authority and Controls
Problems/Key Features
Working Conditions
The post-holder must work well and effectively with other members of CSD staff as well as have a direct and regular interface with users of all grades throughout Government and Government Authorities whilst carrying out the duties of this post. The direct interface will also be with local and overseas service and solution providers. He/she must be an excellent communicator and collaborator across multiple technical and business stakeholders and leaders.
For strategic analysis and planning decisions, the post-holder's recommendations are reviewed by the Director of CSD. The post-holder has full authority to make decisions on work assignments, problem resolution, and other I&O issues, within the constraints of departmental standards and areas of responsibility. He/she must have a track record of remaining unbiased toward specific service or solution providers.
Must achieve a high level of knowledge of many different aspects of how the Government operates. Supporting all Government Departments needs the ability to quickly assess and analyze business needs encompassing many disciplines and professional backgrounds. This requirement is much greater than would be considered “normal” in most organizations. Additionally, he/she must be able to translate the contributions of the Teams to business outcomes and into simple briefings for use by the Director of CSD.
There is also the need to be respected as a leader and to maintain high levels of professional knowledge and experience in fast-changing technology and techniques.
Normal office working environment, however long and abnormal hours are worked to meet tight deadlines and to implement system changes that must be done outside normal working hours. Required to provide user support outside normal working hours.