Cluster IT Service Delivery Manager

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 202122 we reached 650 million people.

Pay Grade : 6 (G) tendersglobal.net Contract Type Fixed Term (1 Year) tendersglobal.net Location Bangkok, Thailand

Local Direct Hire: Applications are welcomed from candidates with a right to work in Thailand for an employment purpose.

Role Purpose

The role purpose of Cluster IT Service Delivery Manager in the British Council is to lead ITSD team in the cluster SEA to provide efficient tech support for exam business. This role will also lead to establishing standardization of tech procedures in supporting computer-based test exam business and be responsible to implement it in the above 4 countries.
This role will be the first contact point to support Thailand exam team in exams business delivery to ensure exam business runs smoothly without tech issues.

Main opportunities/challenges for this role:
Be the first contact point to provide technical support to ensure exams delivery, especially for computer-based test.
Support operation teams by ensuring systems and devices which are used for exams purposes are compliant, working properly.
Lead to establish best practice in providing technical support for Computer-Based Test delivery, and implement the best practice in 4 countries to improve

operational efficiency.
Monitor venue provider tech performance, analyse the root cause of tech incident to mitigate technical risks

Main accountabilities but not limited to the following:
Exams Products Technical Support
Provides technical assistance leading up to and during Computer-Based / Paper-Based test delivery, including CBT venue sourcing, venue set up, test day

delivery and post-test activities.
Support exams new products rollout and act as the first contact point to be able to resolve technical issues in a timely manner.
Log and report technical incidents of exams products, make improvement plan and take actions to mitigate technical incidents in exams delivery.
Lifecycle management of devices used in exams delivery and ensure technical readiness of equipment and connectivity at test venues.
Work with the operation team to deliver venue provider and venue staff training, particularly in system operation, including to design the proper training materials

and online quizzes based on the business or operation model.
Occasional work travel according to business needs

Risk & Compliance
Work with the operation team to ensure that digital systems and CBT systems are compliant with QCA and Exams delivery guidelines, including making technical

mitigation plans to minimize known technical risks and implementing the plan to improve operation efficiency.
Establish best practices in supporting CBT exam delivery from the technical perspective to ensure all relevant test activities have complied.

Relationship & People management
Be the point of contact person to local IT service vendor, proactively work with operation team, IT service vendor, and venue technician to deliver exams

smoothly.
Manage ITSD team for Thailand, Malaysia, Singapore and Vietnam, allocate support resources based on actual needs either in a remote way or onsite support to

fulfil operation or business requirements.
Cooperate with Global Information Service team, regional team and local IT colleagues to implement technical changes.

Role specific skills, knowledge and experiences:
Demonstrable experience, in large complex international organisation of:
Excellent computer skills, solid knowledge of hardware, software, network
Understanding and experience of risk and compliance management
Have experiences in support end-user to resolve technical issues.
IT Skills (Troubleshooting in hardware and software, Solid knowledge in network, computer, operating systems)
Experience of supporting on delivery of computer-based exams (desirable)
Troubleshooting experiences of hardware, software and network devices (desirable)

Person Specification
University degree or relevant qualification (Desirable)
The British Council systems and global processes operate in English. Written and verbal proficiency in English is required

Closing date for application: 29th October 2023, 23:59 Bangkok time (GMT+07)

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 iscommitted 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 Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email [email protected]

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.