ICT Manager

The ICT Manager’s main aim is to provide and maintain a robust ICT infrastructure and systems for Knowes Housing Association Ltd, which provides a platform to allow staff and Board members to deliver services to customers and the wider community. The core skills of the ICT Manager are excellent ICT knowledge, good organisation, problem solving, self-motivation, confidentiality, administration, teamwork, flexibility, and communication.

Knowes Housing Association Ltd.’s ICT commitment to its staff is to ensure all staff have the required tools to perform their individual and collective roles for the Association in a secure digital environment. The main drivers of the ICT section are to ensure all ICT technology is kept up-to-date and secure, is of an adequate standard, is easy to use and provides value to the Association. The ICT Manager must provide support to all areas of the Association concerning ICT technology and provide support to staff and Board members who use this technology. As well as providing support and maintenance the ICT Manager will continue to investigate and develop systems in line with the Association’s overall strategy and industry trends.

The ICT Manager will have a strong technical background and the ability to implement innovative solutions. They will have excellent communication skills with the ability to develop and maintain strong working relationships and partnerships with Board members, employees, external suppliers and customers. With strong project management skills, they will have a proven track record of delivering ICT strategies and projects to design, develop and maintain an ICT infrastructure that underpins business needs and improves operational efficiency. They will lead the Association on professional standards, governance and legislative compliance concerning ICT and have an excellent awareness of the risks associated with ICT infrastructure and the wider environment, with experience in applying controls to mitigate risk. The post holder will possess the ability to thrive in an environment of continuous improvement, change and innovation.

They will understand and implement the core values of Knowes Housing Association Ltd and understand and adhere to the Terms and Conditions of employment and the Association’s Code of Conduct. They will abide both in spirit and legally by the Equalities and Diversity legislation and policies. They will treat all personal data in strict adherence to Data Protection legislation and policies.

Business Systems Management

• Deliver the Association’s Digital Strategy Document for 2026-2031.
• Maximise use of core business systems through process reviews to ensure alignment of systems to working practise.
• Implement and document version upgrades of business systems to remain on supported software platforms whilst minimising disruption to service delivery during upgrade process.
• Represent the Association’s at vendor user groups and knowledge sharing sessions.
• Liaise with software account managers to ensure performance is within contract KPIs.
• Provide training and process documentation to ensure best use of system functionality for new and existing staff.
• Attend business strategy planning days with Board and staff and assist with the compilation of the Association’s Business Plan.

Project Management

• Develop robust business case for new technology implementations using recognised project management methodology and documentation.
• Where necessary create accurate specification for cost effective procurement of services to assist with delivery of projects.
• Create and lead short life working groups for project implementation.
• Communicate effectively with all project stakeholders.
• Assess and review projects upon completion to ensure objectives are met within project constraints.

Business Continuity

• Ensure all business critical systems are sufficiently protected against disaster events.
• Conduct periodic backup integrity tests, document outcomes and improve where necessary.
• Develop and maintain ICT business continuity policies and procedures ensuring they accurately reflect the solution for each Association.
• Ensure the Association’s management teams are trained on ICT business continuity policy and procedures.
• Develop and maintain a robust risk management framework to ensure business continuity provision.
• Conduct regular reviews of the risk management framework to ensure suitable controls are in place to mitigate risk, assessment of the wider landscape to anticipate potential risks that may impact on operational delivery and update the risk register accordingly.
• Manage the annual cyber security process, arrange appropriate insurance for the Association and deliver on the Cyber Essential Plus qualification for the Association.

Strategy & Policy

• Develop and deliver the Association’s ICT Strategy for 2026 -2031 to align the strategic aims of the business.
• Develop an annual ICT delivery plan with the Board and senior management team and action as appropriate within the business plan and budgets
• Periodically report to the senior management team, the employees and the Board on the progress of outcomes defined in the ICT strategies.
• Develop, maintain and deploy a suite of ICT policies to ensure all regulatory, HR and legislative compliance across the Association.

Development & Maintenance of ICT Infrastructure

• Principal responsibility on all ICT related matters, advising the senior management team and staff on all ICT related matters.
• Work closely and effectively with the Association’s ICT managed service provider. Monitor and manage performance of said company
• Responsible for managing the Association’s other third-party service providers.
• Develop and maintain the Association’s communications. Including external connectivity, internal network and telephony systems.
• Responsible for the Procurement of the Association’s ICT software, ICT support, office equipment and telecommunications.
• Maintain and manage a register of all ICT and telecommunicating devices held by the Association and put in place structured programme of replacing and upgrading hardware and software.
• Development and maintain effective Document Management Systems across the organisation for use by Board, employees, customers and suppliers.
• Develop an AI Strategy for the Association and where cost effective and efficient introduce AI tools which will benefit the Board, staff and customers.
• Develop and maintain the Association’s Customer App.
• Ensure PCI DSS compliance across the organisation.

Leadership and Managing Staff

• Conduct staff ICT skills analysis and put in place tailored training plans to address skills shortage and maximise efficient use of systems.
• Provide clear direction to staff on all aspects of ICT including development and implementation of new products and services.
• Form an ICT working group within the Association to consult staff and develop new projects.

Other Duties including Compliance and Audit

• Provide shared services to other RSLs if required.
• Promote good practice across the organisation.
• Assist with the annual assurance statement in maintaining evidence banks.
• Ensure compliance with all relevant legislation, regulations and good practice.
• Assist with the monitoring and control of the Association’s ICT software system and security.
• Assist with the provision of data for SAR and FOISA requests.
• Assist in the implementation of the Association’s Equal Opportunity and Diversity Policy and action plan as necessary.
• Promote and uphold the Association’s commitment to diversity and equal opportunities in decision and provision of services, in the procurement of services and all policies, procedures, activities, and conduct.
• Manage ICT Equipment and software Budgets.
• Attend training courses, seminars, and conferences as required.
• Undertake any other relevant duties as may reasonably be requested by the CEO and the Board.