WHAT DOES AN ICT MANAGER DO?

Published: Aug 8, 2025 - The Information and Communication Technology (ICT) Manager supports the strategic development of technology within the College by managing stakeholder coordination and resolving technical escalations. This role involves documenting ICT policies and procedures, overseeing asset management systems, and ensuring the effective delivery of both technical and non-technical projects. The manager also includes translating business needs into technical requirements, administering third-party systems, and contributing to the advancement of data analytics and business intelligence platforms.

A Review of Professional Skills and Functions for ICT Manager

1. ICT Manager Duties

  • Team Management: Responsible for the ICT department (Team of 8 people)
  • Technology Evolution: Take care of the evolution of ICT technology
  • ICT Planning: Create/manage the company ICT plan
  • Budget Oversight: Responsible for the ICT Budget
  • Service Coordination: Coordinate the ICT service management activities
  • Partner Communication: Represent the company during meetings with ICT partners and with partners in the professional sector
  • Operations Reporting: Report to the Director of Operations
  • Issue Resolution: Managing and resolving all ICT user issues and being the point of contact for the staff at the location
  • Staff Onboarding: Coordinating the onboarding and offboarding of the company's staff
  • Site Supervision: Supervising all site changes and additions related to ICT
  • Ticket Management: Coordinating all incoming tickets following the internal guidelines
  • Vendor Management: Managing third-party vendors for the execution and troubleshooting of ICT-related issues to ICT
  • SLA Monitoring: Coordinating and monitoring all IT vendors' service levels and ensuring that all SLA's are respected
  • Inventory Control: Coordinating the IT inventory hub
  • Trend Monitoring: Staying up to date with global ICT trends

2. ICT Manager Details

  • HR Management: Manage the full HR cycle of all colleagues in the System Development unit
  • Resource Planning: Resource management, including the hiring of external developers
  • Task Prioritization: Manage and prioritize work items for the team
  • Annual Planning: Set up annual plans and monitor their execution
  • Control Monitoring: Define, monitor and report on generic IT and software development specific controls
  • Standards Compliance: Monitor and continuously improve adherence to the Software development standard throughout FMO
  • Software Expertise: Act as the go-to person within FMO on questions regarding customized software
  • IT Collaboration: Collaborate with fellow IT managers (Application, Infrastructure and Security management) to deliver IT services to business stakeholders
  • Stack Management: Lifecycle management of the software development stack components
  • Trend Analysis: Monitor trends and opportunities regarding software development
  • Solution Evaluation: Participate in make-or-buy decisions regarding IT-solutioning
  • Expectation Management: Manage expectations of the user organization regarding the opportunities and risks of software developed on the development stack
  • Quality Oversight: Quality assurance and supervision of external development resources

3. ICT Manager Responsibilities

  • Reporting Transparency: Ensure complete transparency in reporting requirements of the Regional Group and Divisions
  • Risk Planning: Create and monitor an ICT risk mitigation plan and develop appropriate responses
  • Cybersecurity Coordination: As a cybersecurity leader, responsible for coordinating the day-to-day activities both internally and externally to ensure compliance and risk mitigation
  • System Compliance: Ensures that the systems are managed and maintained by company policies and local or international laws
  • Policy Enforcement: Ensure divisions follow the Magna business continuity policy
  • Budget Control: Activities in accordance and control of agreed budgets and cost targets
  • User Liaison: Link between users at all levels (particularly corporate “Business Process Owner” and Departmental “Super Users”) and the systems technology
  • Data Management: Work closely with the Senior Management Team, ensure data integrity/accuracy, data protection, and information accessibility
  • Project Leadership: Lead in the development, evaluation, and implementation of system-wide technology projects in conjunction with user requirements
  • Process Optimization: Reviews internal/external processes with the view of optimizing the use of technology within Magna Lighting
  • IT Strategy: Provides professional/technical insight within the scope of Information Technology in the strategic planning and management of business
  • Team Management: Responsible for the management of the IT team, involving recruitment, development, performance management and workload balancing
  • Policy Development: Develops and maintains policies and procedures related to Information Technology
  • Tech Support: Manage and provide technical support and assistance within all sites in Lighting Europe

4. ICT Manager Job Summary

  • Project Management: Responsible for managing ICT infrastructure projects including resources, timeline, delivery, quality, user expectations and project finance
  • Team Coordination: Liaise with the Business team and IT/Project Management/Design/Property Management team
  • Solution Delivery: Coordinate/discuss IT, AV and security requirements and offer sound technology solutions for the delivery of projects
  • Architecture Oversight: Responsible for IT superstructure and architecture
  • Vendor Supervision: Oversee the deliverables of the ICT consultant/contractor for infrastructure setup including data/voice network setup, servers, WiFi, security appliances, IP CCTV, BMS and EMS and structural cabling
  • Smart Integration: Coordinate with other project contractors and consultants for Smart building solutions implementation such as smart community Apps, Back-of-House IT systems, e-Payment, Facial Recognition, Smart Living systems, Facilities Booking Apps, 5G, IoT, smart devices, sensors and metering
  • Documentation Preparation: Establish client-facing documentation outlining standard technology offerings
  • UAT Execution: Formulate and perform the User Acceptance Test, detailed reports on the project's progress, problems and solutions

5. ICT Manager Accountabilities

  • Objective Leadership: Leads the development and implementation of department objectives
  • Technology Assessment: Conducts assessments and evaluates the organization's technology use and/or needs to recommend possible improvements
  • Team Guidance: Guides and manages the team to ensure that the group attains set SMART objectives and accomplishes their duties, responsibilities, and assignments
  • Tech Research: Conducts study, research, and development activities on current, effective, and emerging technologies to identify possible applications
  • Security Enforcement: Develops and manages the strict implementation and enforcement of established IT security standards, codes, policies, procedures, and regulations
  • Order Management: Manages work orders to ensure that these are properly diagnosed and escalated to the correct provider
  • Escalation Control: Manages and ensures that escalation procedures are followed and work orders are managed according to priority
  • Work Monitoring: Directs, coordinates, and monitors work activities of personnel to ensure that the Company’s productivity and accuracy standards and schedules are met
  • Cost Analysis: Conducts cost-benefit analysis for new purchases and repairs

6. ICT Manager Functions

  • Project Management: Lead large IT projects, including the design and deployment of new services
  • Performance Monitoring: Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure
  • Strategy Definition: Help define IT infrastructure strategy, architecture, and processes
  • Requirement Analysis: Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs
  • Vendor Assessment: Assess vendors and develop test strategies for new hardware and software
  • Issue Resolution: Troubleshoot hardware and software issues related to internal IT
  • ICT Operations: Day-to-day management of the ICT organization of the utility, as well as supporting and improving the manual operations in the system
  • System Integration: Integrate all software and platforms according to the company’s needs and growth plans
  • Data Compliance: Ensure data compliance across all company platforms
  • Service Management: Manage the Customer Care department to utilize and better perform their service with Technological improvement
  • Tech Solutions: Work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions
  • Financial Controls: Ensure financial controls and processes for ICT are established, which can be independently audited
  • Service Coordination: Ensure coordination with the following Shared Service functions contained within the utility’s umbrella organisation
  • Ring Fencing: Continue to prepare the ICT group for the Ring Fencing initiative currently in progress at the utility
  • Website Management: Manage the company’s website
  • ICT Knowledge: Comprehensive knowledge of information and communication Technology (ICT)
  • Function Oversight: Manage both business and operational ICT functions
  • Platform Reporting: Integrate all ICT platforms for the company’s reporting and monitoring
  • CRM Development: Manage and build an internal CRM for the customer service team to manage their day-to-day operations

7. ICT Manager Job Description

  • System Supervision: Act in a supervisory and hands-on capacity to ensure the smooth running, maintenance and development of ICT systems to facilitate Teaching, Learning, Administration and Leadership for academies within the designated area
  • Team Leadership: Lead the onsite support teams in the area to deliver a high-quality, cost-effective support service
  • Technical Support: Act in a senior technical capacity, providing advice, completing projects and technical support both remotely and face-to-face
  • User Training: Support pupils and staff in the appropriate use of ICT, through advice or training
  • Service Coordination: Work with the regional service delivery manager to deliver ICT support
  • Project Execution: Plan and execute projects and develop ICT in line with the academy’s and Oasis's wider development plans
  • Technical Guidance: Support other technicians in performing their day-to-day duties by providing technical and procedural advice
  • Communication Liaison: Provide a local communication liaison point between IT and the academy leadership teams and build relationships with onsite technical teams, the assigned sites and the Regional Service Delivery manager
  • SLA Compliance: Assist in the delivery of, and operate within, the agreed SLA
  • Request Escalation: Manage and escalate service requests to RSDM to avoid service breaches
  • Relationship Building: Attend project meetings and build operational relationships with the academy leadership team

8. ICT Manager Overview

  • ICT Strategy: Support the strategic direction of ICT within the College
  • Issue Management: Act as the conduit between suppliers, contractors, management and support to review and manage technical issues and escalation
  • Policy Development: Develop and document policies, processes and procedures for the ICT Team
  • Project Support: Assist and ensure the smooth operation of technical and non-technical project work
  • Asset Management: Manage and develop asset management systems and processes, including consumable supply/stock and loan fleet
  • Data Platforms: Assist the College in developing platforms for business intelligence, data analytics and improving access to relevant and timely information for all staff
  • Requirement Translation: Translate business requirements into functional technical requirements
  • System Administration: Administer systems provided by third parties/contractors/outsourcing