Deputy Head of Corporate Services HEO (14/24 LOS) at British High Commission

Roles and responsibilities:

Corporate Services- General

• Supporting the HCS in the day-to-day running of the BDHC platform. Delivering high-quality services in all Corporate Services functions.
• Responsibility for specific portfolios within the platform and all related activities.
• Ensuring excellent customer service, value for money and compliance with policies/ procedures and audit requirements.
• Setting clear performance standards and monitoring performance against Key Performance Indicators across the platform. 
• Contributing to strategic planning for the platform, working with the HCS and the Nigeria Network CS Management team.
• Building and maintaining a constructive interface between Corporate Services, other sections in FCDO and external service providers.
• Long-term planning to ensure the consistent provision of Corporate Services during periods of high demand.  This will include financial and team planning. 
• Crisis preparedness: You will play a key role in ensuring that the BDHC is fully prepared for any crisis, coordinating preparedness across the Corporate Services team and supporting crisis logistics specifically.
• Leadership and management of projects and change management where required.
• Deputising for the HCS as required and undertaking the HCS role during periods of absence.

Financial Management

• Working alongside the Head of Corporate Services on all finance related process including; management of Post’s operational budget, forecasting, reconciliation and all other finance related processes. Working proactively with budget holders and the Procurement Team to ensure accurate, timely and evidence based forecasts are produced. 

Estate Management

• Working with the Head of Corporate Services, the Regional Technical Lead, the Technical Works Supervisor and our Technical Works Group (an in-house group of artisans including electricians, AC engineers, carpenters and painters) to manage the whole HMG estate in Lagos.
• Monitoring and managing maintenance issues and working with, and helping to guide, the TWG team, to better manage the estate
• Chairing the weekly TWG team meeting

IT

• Oversight and management of all IT related activities at post, including leading on IT change management activities, all major IT service incidents and IT security at post.
• Leading the IT support team to assess, diagnose and troubleshoot user and system issues. Monitoring tickets and managing through to resolution, working closely with key stakeholders and service providers, to ensure issues are resolved according to SLA’s.
• Managing IT suppliers to ensure efficient and secure service delivery, according to FCDO standards.
• Ensuring all service and support functions remain responsive to customer needs.
• Managing and communicating all technical change with appropriate governance.
• Putting in place a programme of continual service improvement across the wider service delivery function

Transport

• Responsible for managing the Transport section by ensuring the Transport Manager provides an efficient and effective transport service.
• Working closely with the Security team and all other key stakeholders to ensure safe delivery of Transport services.
• Resources managed (staff and expenditure):
• Line management- Transport Manager (EO), 1 x Lead ITSO (EO), 1 x Post Accountant (AO), 1x Fuel Officer (AA): ensuring regular feedback on their performance and conducting annual appraisals on time.
• Assist staff with their training and with learning and developing.
• Countersigning/quality assurance of other CS staff
• Oversight of large team of drivers (Approx. 25) in the Transport team.
• Alongside the head of Corporate Services, oversight and management of post admin budget circa £3 million.

Essential qualifications, skills and experience 

• Minimum of 3 years experience in Corporate Services management or a similar environment.
• Excellent communication skills – written, oral, one-to-one, group, formal presentations – ability to vary style, pace and presentation to suit the audience.

Budget management skills/experience.

• Able to adapt to a quick changing and evolving business environment; working proactively and autonomously.
• Ability to prioritise and deliver high quality results on multiple areas of work with tight deadlines.
• Fluent written and spoken English.

Desirable qualifications, skills and experience

• ACCA/ICAN/CIMA diploma
• Minimum of 2 years relevant professional experience in IT support services and IT Management.
• Degree in Computer Science; with professional Information Systems qualifications, Microsoft would be preferable
• Experience of managing IT Service Desk processes
• Experience in user desktop support, in particular Microsoft Exchange, Office 365 and MS Teams
• Knowledge of NTEs, VPNs and global communication methods.
• Good working knowledge of networking and PC infrastructure Professional project management or estates qualification
• Hands-on experience of managing projects