British CouncilHiring for Manager Regional Delivery at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Manager – Regional Delivery

Purpose of job:
A global role accountable for supporting the three Regional Engagement Managers and working as part of the wider Customer Service and Engagement Team. This role will support Regional Engagement Managers for providing a Service-centric experience to British Council customers across their End-to-End engagement with Technology ServicesThe role will have exposure to the high level of business contacts as well as managing the relationship with Service lines and internal GIS teams.

Role context

The purpose of Global Information Services (GIS) in the British Council is to partner with the business in order to make effective use of Information in all its forms across the organisation. GIS has accountability for enabling the full life-cycle of information for the whole of the business.

This role is located within the Customer Service & Engagement (CSE) team, GIS Service Delivery and reports to a Regional Engagement Manager. The purpose of the GIS Service Delivery team is to deliver reliable Information Services to the business while improving quality and efficiency through external comparison and an unrelenting focus on continuous improvement. The Customer Service and Engagement Team is a global team within GIS Service Delivery focused on developing relationships with key stakeholders across British Council Network to deliver better service and engagement with our customers

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
Engagement with Business and GIS internal teams (60%)

Manage successful delivery of British Council Premises Projects (new site opening, existing site move, and site decommission) in collaboration with Global Estates, IGRM, Service lines, suppliers, wider GIS Teams and country operations.

Manage Light office rollout and site data migration onto SharePoint online in collaboration with Service lines, IGRM and country operations.

Understands GIS processes and IT Infrastructure (Servers, Connectivity, Telephony) and provides technology guidance to ensure maximum return on investment for the organisation.

Help GIS in preventing shadow IT by offering corporate solutions.

Manage budget for small to medium size projects.

Act as deputy for Regional Engagement Managers during period of leave to ensure continuity of service for the business.

Keep track of the regional demands with the GIS Portfolio team.

Manage the upgrade/decommissioning of any existing GIS applications/services in collaboration with service lines.

Managing operational escalations from business side in coordination with Service lines, ISRM, GSD and wider GIS teams.

Engagement with the wider GIS team (20%)

Build relationships with the service line owners, service managers, transition managers, project managers and the customer satisfaction manager to support effective decision making.

Build and support the network with Regional Engagement Managers.

Build relationships with country/regional operations head, SBU operations heads and Global Estates related to premises and GIS projects.

Contributes to continuous improvement and development of British Council systems and capability (10%)

Ensures that service delivery meets agreed service levels.

Participate in Major Incident reviews and share business/technical reasons and corresponding mitigation plan for those major incidents with business.

Report service delivery problems to internal GIS teams and initiates actions to maintain or improve levels of service.

Professional development (10%)

Agree own development plan as part of Individual Performance Agreement process with Line Manager.

Qualifications

Graduate in IT or related field

Prince 2 foundation

ITIL V3 foundation

Role specific knowledge and experience

Experience in a similar role in an IT / ITES industry

Project Management – Proven experience in managing small / medium IT projects

Excellent communication, stakeholder management and interpersonal skills

Problem solving and analytical skills

Excellent MS office skills (Powerpoint, excel etc.)

Further Information

Pay Band – 7/F

Contract Type – Indefinite

Department/Country- GIS/ India – Noida

Closing Date (Time) – 21st March 22 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.