ICT Systems Implementation Manager

 Salary:  See Description for Details
Other   Permanent
Closing Date: 21/12/2020 Closing Time: 12:00
Recruitment start: 26/11/2020


Job Summary

The Child and Family Agency was established on 1st January 2014 and is responsible for improving wellbeing and outcomes for children. It represents the most comprehensive reform of services for the development, welfare and protection of children and the support of families ever undertaken in Ireland. It is an ambitious move which brings together some 4,000 staff who were previously employed within Children and Family Services of the Health Service Executive, the National Educational Welfare Board and the Family Support Agency.

The Child and Family Agency has responsibility for the following range of services:

  • Child Welfare and Protection Services, including family support services
  • Family Resource Centres and associated national programmes
  • Early years (pre-school) Inspection Services
  • Educational Welfare responsibilities including School completion programmes and Home School Liaison
  • Domestic, sexual and gender based violence services
  • Services related to the psychological welfare of children

Further information is available on www.tusla.ie

About Tusla ICT

Tusla has one of the largest ICT networks in the Public Service with almost 5,000 users in over 300 locations.  Over the last 2 years Tusla has progressed a digital transformation programme and built a highly skilled technical team delivering ICT innovation, solutions and service to support the delivery of child and family services.


The ICT team are responsible for delivering the following core functions:


  • Applications: Developing innovative applications that support the work of Tusla and assist staff in maximising the use of technology to work efficiently and effectively;


  • Infrastructure: Developing and maintaining a technical infrastructure that is secure, highly available and fit for use.


  • Data: implementing data management best practice across all areas of Tusla’s services and providing data analytics capabilities for evidence based planning, policy development and programme evaluation.


  • Service Delivery: Enabling Tusla ICT to become self-sufficient in the delivery of ICT services to users. The unit has established a quality-driven function providing the following services: ICT request fulfilment, helpdesk support, change management, incident management and problem management.


  • Service Strategy and Design:  Responsible for Strategy Management, Business Relationship Management, Service Portfolio Management, Financial Management, Risk Management, Information Security Management,  Service Continuty Management and Compliance Management.


  • Practice and Regional:  Managing the ICT engagement with social work, social care and family support teams. Providing the practice expertise to inform design of ICT systems and services. Liaising and co-ordinating the delivery of ICT initiatives across Tusla’s four regions.

Overview of the Role

Tusla’s digital transformation programme is delivering a wide range of enterprise ICT systems to support the operation and delivery of  Tusla’s services.  These new systems consist of both applications that are built by our internal software development team as well as enterprise commercial off the shelf solutions. This new role is responsible for managing the implementation of these systems across Tusla’s corporate and national services such as Recruitment, HR, Finance, Quality Assurance, Estates, Legal and Transformation & Policy.  The role is also responsible for supporting technical work streams (such as data migration, integration and configuration management) of implementations led by the ICT Practice and Regional team in delivering systems for social work, social care and family support services.  Furthermore, the role is responsible for managing the systems service desk team. 


The role requires an experienced ICT manager with exceptional technical, organisational, communication, relationship management and project delivery skills.


Job Objectives

Key Duties and Responsibilities

 The duties and responsibilities will include:


System Implementation

  • Lead the implementation of new and upgraded line of business systems across Tusla’s corporate and national services such as Recruitment, HR, Finance, Quality Assurance, Estates, Legal and Transformation & Policy. This includes responsibility for scoping, planning, tendering for solutions (if applicable), systems configuration (such as reference data, work flows, security levels, business rules, user and teams account set ups), systems integration and roll out
  • Manage technical work streams (such as data migration, integration and configuration management) of implementation programmes led by the ICT Practice and Regional team in delivering systems for social work, social care and family support services.
  • Manage the engagement with business stakeholders throughout the delivery of assigned projects
  • Manage the overall change programme of assigned projects to ensure the effective transition from legacy or paper systems to the new solution
  • Manage data migration initiatives from legacy systems
  • Manage ongoing systems maintenance and change management
  • Manage the engagement with relevant third party vendors
  • Manage procurement and public tender processes as required
  • Responsibility and accountability for budget expenditure for assigned projects


Manage Systems Support

  • Manage the internal systems service desk team in providing support services for end users
  • Manage the service transition of support services for new systems
  • Manage the service catalogue and standard operating procedures for the systems service desk
  • Monitor and report on service levels and progress continuous service improvement


Other ICT Management Responsibilities

  • Act as ICT business relationship manager for Tusla’s corporate and national services
  • Take a lead role in assigned general areas of ICT responsibility that may be shared across the ICT management team
  • Contribute to ICT strategy, business plan and policy development
  • Provide innovation and technology leadership
  • Keep up to date with policy and legislative developments relevant to the post


Relationship Management and Collaboration

  • Work in collaboration with the other ICT teams in the overall delivery of systems implementation projects
  • Collaborate with the rest of the ICT management team to contribute to strategy and policy development and to contribute to continuously evolving the ICT Directorate to take advantage of emerging technologies and innovations.


Resource Management

  • To train, supervise and evaluate the staff in their respective roles
  • Procuring and managing appropriate external partners\systems and ensuring service quality, standards and targets are achieved
  • Ensuring that the appropriate performance management frameworks are implemented for ICT resources



  • To provide costā€benefit analysis with recommendations for assigned projects
  • To define annual estimates and business cases for assigned projects and on-going operations
  • To provide ongoing management of the assigned budget
  • To undertake procurement of relevant products and services in line with Public Sector guidelines


Health & Safety

  • Comply with and contribute to the development of policies, procedures, guidelines and safe professional practice and adhere to relevant legislation, regulations and standards.
  • Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the service for example National Standards for Child Protection and Care and comply with associated Tusla – Child and Family Agency protocols for implementing and maintaining these standards as appropriate to the role.
  • To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service


The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. 

Skills Required

Applicants must by the closing date of application have the following:


  • Have a third level qualification in ICT, Computer Science, Engineering or a related discipline
  • Have a minimum of 10 years’ experience in an ICT role with a minimum of 5 years’ experience in management positions
  • Have experience of successfully leading the implementation of large scale ICT systems in complex environments
  • Have excellent technical expertise in systems architecture, data management and systems integration
  • Have experience in leading successful service desk functions and developing service catalogues and standard operating procedures



A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.


Each candidate for and any person holding the office must be of good character

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