Job Description
Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.
Interested in this role You can find all the relevant information in the description below.
The National Accommodation Management Services (NAMS) contract for the Defence Infrastructure Organisation (DIO) went live in April 2022, providing housing management services to 49,000 homes and the service families who live in them.
Delivered through our Pinnacle Service Families division, we support families through the whole cycle of occupancy, from application and allocation of a home, through move-in and occupancy, to move-out. We work closely with DIO’s maintenance providers who look after the physical assets and prepare houses for occupation. This also includes our National Service Centre (a call centre and customer service environment) which is fundamental to service we provide.
The Role - Head of IT Supplier Management (PSF)
Pinnacle Group are looking for a Head of IT Supplier Management to be responsible for the implementation and ongoing management of the information systems upon which delivery of the NAMS contract relies, together with associated functions including business continuity planning, information assurance, data security and data privacy.
The bulk of the information system delivery is outsourced to a major IT provider, so a major part of the role will be the effective engagement with and management of our delivery partner. In addition, the role will require collaboration with stakeholders across the Contract and the wider Pinnacle Group, including the Group Head of Technology and Innovation as well as our customer and their stakeholders to ensure that our services are delivered to the appropriate high quality and standards, whilst complying with relevant contract and Group level accreditations and security policies, legal and contractual obligations, and in line with our ethos of putting the end-user customer at the centre of our approach.
The person fulfilling the role will act as the principal ‘client’ for the delivery partner, ensuring that their plans and approaches will deliver for the Pinnacle Service Families contract. As such, you will have a high degree of technical knowledge across a range of service areas, but will be comfortable with delivery by others and able to influence, guide and instruct as necessary to achieve the desired results.
This is a Hybrid working role.
Duties/Key Responsibilities
- Maintain a clear vision of the overall ‘jigsaw’ making up the contract’s IT solution (including interfaces with DIO’s other contractors), pre-empting issues and actively seeking improvements to both performance and robustness.
- Act as the key ‘client’ for the outsourced provider, ensuring that all plans are robust, scrutinised, deliverable and suitable, and subsequently holding the provider to account for delivery, while also using your experience to help.
- Ensure that Pinnacle suppliers consistently deliver quality services that meet the organization's needs, on time and within budget.
- Maintain Pinnacle-side ownership of the IT Strategy, ensuring that the contract requirements are met and Group IT policies and requirements adhered to.
- Plan and prioritise IT requests and changes across the contract. Maintain an up to date delivery plan with our outsources partners
- Build a product roadmap for the internal and customer facing apps Pinnacle manages
- Lead on all Information Systems interaction, future developments and projects with the MOD client team (and their other contractors) involving the outsourced provider as necessary.
- Develop and maintain the BCDR plan, reviewing on a regular basis with the Senior Management Team, supply chain, wider internal stakeholders and the client team.
- Ensure the protection of personal data in line with GDPR and Data Protection Act, including undertaking Privacy and Data Protection Impact Assessments
- Establish effective and efficient audit and quality assurance systems and processes with particular emphasis on Information and Data Security.
- Liaise with the Pinnacle Group’s Technology and Innovation team and supply chain technology partners to ensure the IT system disaster recovery plan is regularly tested.
- Line manage the Operational Security Lead
- Organise and chair the weekly IT contract board with the main outsourced supplier
- Ensure IT supplier delivery against their contracts
Skills Required
- Demonstrable experience managing IT suppliers relationships, including negotiating contracts, monitoring supplier performance, and ensuring that the suppliers meet their obligations.
- Demonstrable experience of successfully operating in an equivalent role.
- Working knowledge and experience of the required Security Accreditation standards. i.e. ISO27001, Defence Standard 05-138, JSP 604 and Cyber Essentials Plus.
- Able to devise and implement effective systems and processes for quality assurance and compliance
- Understands what excellent performance looks and feels like in a customer facing organisation and can help us achieve our targets, to ultimately Transform Communities, Change Lives
- Resilient and positive in a demanding and changing environment, with the capacity to deliver results to tight deadlines and under pressure
- Great verbal and written communication skills, and excellent programme and project management skills
- Relevant IT certifications, such as PRINCE2 or Scrum qualifications, would be an advantage but not necessary
Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.
We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.