KNOWLEDGE

• Thorough understanding of the technical concepts required by the role and ability to explain how these fit within the wider technical landscape.
• Knowledgeable in a wide range of Information and Communication (ICT) technologies, and in particular, Policing ICT systems, understanding their technical concepts.
• Highly proficient in financial management with a strong commercial awareness, ensuring cost-effectiveness with specific knowledge of public sector requirements for internal control.
• Proven experience and understanding of risk management, mitigation and quality assurance.

SKILLS

• Highly experienced IT leader, skilled in demonstrating effective delegation of tasks, responsibilities and authority. Able to clearly identify goals and objectives, and motivate teams to achieve these.
• Excellent communication, interpersonal skills and proven stakeholder management at a senior level to establish effective relationships across the organisation.
• Core analytical, problem solving and technical resolution skills.
• Advanced negotiation and conflict resolution skills, with the ability to influence key decisions and manage their impact.
• Technical skills and experience working with the following: Oracle Database, Open Source and/or Ensemble platforms.
• Evidence of inclusive behaviour.

EXPERIENCE

• Extensive experience providing strategic direction in complex IT environments, with a background working within a product development, maintenance, troubleshooting and change.
• Experience in a technical operations and delivery environment in a large organisation, ideally within policing or security organisations.
• Experience leading medium to large cross-functional and technical teams.
• Technical experience working in structured development environment with a proven track record of successfully managing complex applications overseeing incident resolution and managing configuration requests.

JOB PURPOSE

The Head of CONNECT User Support manages the User Support unit. They oversee the User Support teams which include Flagging & Saved Search, User Access, Configuration, and CST. A breakdown of these teams can be found below:

• Saved Search - The Saved Search team oversees creation, publication and maintenance of Public and Shared Connect saved searches; Manage background configuration around searches and sharing. They provide guidance to the business around searching, and identify and spearhead opportunities to improve Connect search functionality and accuracy of MPS data.
• Flagging - The Flagging team implement and maintain CONNECT data security. They apply restrictions to data to ensure integrity of the system and the data entered into CONNECT.
• User Access - The User Access team manage access and permissions for all CONNECT users. This includes implementing changes on CONNECT where there are personnel moves, to ensure the end user has the correct access and relevant permissions.
• Configuration - The Configuration Team make specific updates to CONNECT, enabling an enhanced user experience by ensuring specific data is captured or presented. This includes the design, build and testing of Document Templates, Risk Assessments/Question Sets and Decision Trees. They also ensure that CONNECT is correctly aligned to various interfaced databases, including accurately reflecting regular updates to the PNLD and Investigation Classifications.
• CONNECT Support Team (CST) (36 FTE) - The CST provides dedicated 24/7 support from a single location, using a variety of software, online self-help guides and a dedicated team of specialists to support Police Officers, staff members and external partners who use CONNECT.
• CONNECT Functional SMEs (12 FTE) - The CONNECT SME team provide ownership and input into the development of the CONNECT solution, including ongoing 3rd line support and future input into the product roadmap. The team of Functional SMEs are specialists in each module area of CONNECT (i.e. Case, Custody, Investigation, Property, Proactive Management Plan (PMP) and Intelligence) and they are able to advise on technical and functional areas across the product.

The Head of CONNECT User Support is accountable for the smooth implementation of changes on CONNECT to ensure the end user has the correct access, relevant permissions and required data. They are also accountable for CONNECT being operational and ready to accept any configuration changes at all times based on end-user demands.

KEY ROLE RESPONSIBILITIES

The role of the Head of CONNECT User Support includes but is not limited to:

• Oversee and direct the following teams within the User Support unit: Saved Search, Flagging, User Access, Configuration and CST overseeing approximately 70 people. Without this position, there is a missing layer of leadership within the CONNECT Unit, and the technical teams may lack correct line management and direction. The role holder will line manage the respective team Managers, and conduct regular productivity assessments of individual teams.
• Provide senior leadership and technical oversight on the planning and execution of work within the User Support team, ensuring alignment with wider CONNECT and MPS objectives. This includes providing clear direction and oversight to team leads within the User Support Unit. Without this clear direction, CONNECT operations and support may be impacted, with a risk of not having appropriate configuration, flagging and access standards in place.
• Maintain an advanced understanding of key technical aspects and complexities of CONNECT and how these are managed by the different User Support teams. The role holder will leverage their knowledge of CONNECT and/or Police Applications and Products to ensure that the complexities of CONNECT are managed effectively, and key areas are progressed.
• Ensure that the User Support teams are well-equipped to technically implement any changes within agreed timeframes. This includes maintaining accountability for sign-off of recruitment and training plans across the User Support teams. This added level of leadership will allow full visibility and support across teams to ensure demands are met. Without this position, there will be a lack of visibility and accountability of day-to-day tasks, overall workload and recruitment/workforce requirements.
• Monitor the technical delivery of the User Support objectives and teams against technical and business requirements. This includes but is not limited to: