My client is undergoing considerable change in its use of IT, including introducing new and flexible ways of working for its staff. You will be working directly to the Head of Information Systems, within the Shared Services area in the council's Resources Directorate. To help the council achieve its ambitious corporate priorities, you will be responsible for leading a team of nine analysts and support staff to provide a service that supports a large number of corporate and service applications.
You will manage customer relationships to understand the business requirements and develop performance standards for delivery of these services. You will develop service reviews with suppliers to ensure that applications meet contractual standards and performance indicators.
You will work with customers and suppliers to develop new ways of managing operational support to increase the exploitation of applications both in terms of functionality and availability.
You will manage the teams support queues, including task allocation and prioritisation, to ensure that the operational support provided by the team meets or exceeds service level requirements.
You will manage application upgrades and project implementations in conjunction with other IS teams, customers and suppliers to ensure minimal impact on service delivery.
Service management is a key skill and working with other IS managers you will implement procedures that reflect the ITIL framework.
To meet these priorities we are implementing or upgrading significant systems including: Wisdom (Electronic Document Management System), SWIFT (Adult Social Care), Protocol ICS (Children's Social Care), Acolaid (Planning and Environmental Protection). Additionally there are several new systems in the pipeline as well as procurements for Revenues and Benefits coming soon. Wisdom is used across five service areas with several hundred users with more to come and it has become a vital tool for users that integrates with other case management systems. The complexity of systems means that there are significant dependencies, which must me considered during upgrades and testing. Users are being asked to work in flexible ways and will rely on two or more systems to do their work which replace manual processes.
These systems are vital to the day to day operation of the council and your challenge will be to meet the conflicting demands of statutory changes, planned upgrades and fault fixing. You will need to demonstrate the ability to prioritise work to ensure service continuity and minimise downtime. Your communication skills will enable you to engage with customers, suppliers and IS colleagues to deliver these challenges.
Qualifications required -
ITIL Foundation Certificate.
Proven experience of managing an applications support team ·
Experience of managing private partnerships that provide IT services.