IT Manager

Date: 22-Jun-2022

Location: Bangkok, East Asia, TH

Company: British Council

 

Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model. The roles in the new operating model will be restricted to employees in the selection pool in the first instance. Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.

 

Role Title: IT Manager| Location: Bangkok, Thailand| Duration: Indefinite| Pay band: PB6/G

 

Role purpose

 

  • Responsible for the day-to-day delivery of IT services for the British Council Thailand. Works under direction of GIS as acting IT Manager.
  • To enable British Council staffs and customers in Thailand to meet their objectives, and to ensure high levels of business continuity.
  • To manage and deliver IT support services, IT asset inventory, IT security systems.

 

Main opportunities/challenges for this role

 

  • To provide a range of efficient and affordable IT services to enable BC staff to have access to the IT technology they need to meet their objectives.
  • Occasional unsocial/evening hours by prior agreement. As the IT team supports a seven-day operation, there may need to be an agreement to work to a Friday/Saturday or Sunday/Monday rest day arrangement.

 

Main Accountabilities:

 

  1.  Duty (30 %)      

 

  • To ensure that the IT environment of the British Council Thailand including Siam Square, Pinklao, Chiang Mai, and Satit Chula is running smoothly, optimally, and with minimal unplanned interruption. 
  • To maximise the impact of IT within the British Council, Thailand by ensuring that systems are used in an effective manner and that failure is prevented as far as possible.

 

Standards           

 

  • Maintain integrity of IT infrastructure for those wired and wireless, consult Regional IT team for any required change, and manage the change locally
  • Manage and maintain all computers, laptops, servers, printers, projectors, Interactive White Boards, Video Conference suites, Multi-Function printers, Display walls, UPSs, network switches, etc. Ensure they are functioning and can fulfil business requirements, otherwise fix or plan for upgrade/replace as necessary.
  • Maintain network connectivity between all Thailand offices and contact network supplier when problem occurs for those local and global links
  • Manage and maintain IT equipment in shared resources booking such as laptops, projectors, etc.
  • Implement, manage, and maintain local telephone, BCTN, and video conference systems
  • Monitor servers’ logs and investigate any critical error
  • Monitor servers disk space and act on usage that against Acceptable Usage policy
  • GTI approved software is installed by SMS team and Non-SMS support software is installed by local IT team as requested in timely fashion

 

 

  1. Duty (25 %)       

 

  • To deliver agreed IT services to Council staff and customers to corporate standards for GPF and FCR staff in all offices

 

Standards           

 

  • Faults managed and resolved according to agreed procedures and standards in SLA
  • Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner
  • Escalate critical/complex issues to Regional IT team in a timely fashion
  • Review SLA on annual basis
  • Provide IT support on big events/workshops such as large computer group setup

 

  1. Duty (10 %)       

 

  • To maintain IT security standards for Thailand

 

Standards

               

  • Perform data recovery test on quarterly basis
  • Provide data restoration service when required
  • Perform disaster recovery when needed
  • To provide information to IT audit when required

 

  1. Duty (15 %)       

 

  • To further plan and develop the networks, services, and systems within the framework of GTI standard.

 

Standards

 

  • Initiate and implement new IT services that improves efficiency and productivity of BC staff
  • Assist and implement new IT services that comes from business initiatives within the country
  • Involve in office refurbishment project that has an impact on IT infrastructure.

 

  1.  Duty (5 %)         

 

  • To maintain record of IT equipment and software licences / advice on procurement of IT equipment

 

Standards           

 

  • Act as a point of contact on procurement of IT equipment for BC staff
  • Hardware and software inventory to be kept up-to-date and accurate by performing annual check.

 

 

  1.  Duty (5 %)         

 

  • To maintain IT services provided by outsourcing/external contracts

 

Standards           

 

  • Contact telephone supplier for support to local telephone system
  • Contact network supplier for problem with local link between Siam Square office and Chiang Mai
  • Contact SMS team for installation of GTI approval software
  • Contact Global Crossing for problem with BCTN and global connectivity

 

  1.  Duty (10 %)      

 

  • To manage IT team and to ensure effective team performance

 

Standards           

 

  • Serve as main point of contact on all IT-related matters for the country assigned
  • Hold weekly regular status meetings with the team
  • Hold regular performance review every quarter
  • Effectively communicate relevant IT-related information of changes in the organismal, regional, and country scales to ICT co-ordinators and local IT staff
  • Effectively utilise each team member to his fullest potential

 

IGRM

  • Administrators for IGRM portfolio in countries. Coordinating and supporting Country Directors and Country Senior Management Teams on information related areas and escalating significant issues up to the Regional Information Governance Managers (IGRM EA cluster leads).
  • To provide admin support to the Regional Information Governance Managers (IGRM EA cluster leads) in the implementation of specific information governance/ records management/data protection/intellectual property initiatives in their countries of work in terms of required documentation/evidence that contributes towards the Country Information Assurance Maturity Model (CIAMM) which includes the roll-out of GDPR compliance uplift activities as well

 

Role Requirements:

 

Language requirements

 

  • Good verbal and written in English

 

Qualifications

 

  • University Degree

 

 

Specific Knowledge & Experience

  • Networking experience (Cisco preferred).
  • Experience with ITIL based Service Management / Ticketing systems (Service-Now preferred).
  • Demonstrable experience of:
  1. Technical Support/
  2. Service Delivery
  • At least 3-4 years’ experience in IT Management within a multinational organisation

 

Role specific skills

 

SFIA Skills:

See https://www.sfiaonline.org/en/sfia-5/completereference/view

 

  1. Service Desk and Incident Management (USUP) – Level 2
  2. IT Operations (ITOP) – Level 2
  3. Security Administration (SCAD) - Level 3
  4. Application Support (ASUP) – Level 2)
  5. Supplier Relationship Management (SURE) – Level 2

 

Contributes to (SFIA Skills):

 

  1. IT Management (ITMG)
  2. Service Level Management (SLMO)
  3. Change management (CHMG)
  4. Problem Management (PBMG)

 

  • Communication skills with strong organizational and customer focus skills

 

 

 

Application closing date:  Sunday 10 July 2022 23:59 Thailand time ‎(GMT+7)‎

 

 

 

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment.  We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.