Job Type: Permanent
Job start: 31/8/2018
Rate: From 60000.00 to 75000.00 GBP per Year
Job description: HEAD OF APPLICATION SERVICES
Department: Information Technology (IT)
Location: Shoreditch, London (with weekly visits to Croydon and occasional visits to Gunnersbury)
Reports to: Chief Technology Officer (CTO)
Working Hours: 37.5 hours per week, 9.00am – 5.30pm, Monday-Friday
Overall Purpose of the Role:
·To oversee the IT Application Services function, providing a high quality, professional and responsive service supporting business applications and subscription operations across the company.
·Lead the CRM, Subscription Operations and Application Support teams.
·Own the application environment, developing a deep understanding of interconnectivities, data flows, data management, BI and associated processes.
·Oversee provision of the CRM eco-system ensuring it continues to be well supported and delivers maximum value to the business.
·Oversee the subscription operations function (including the services delivered by the Subscription Bureau and those provided internally such as onboarding, order processing etc).
·Ensure processes are in place to efficiently manage all application-related issues, including logging, SLAs, escalations, urgent issue management and the creation and maintenance of appropriate documentation.
·Ensure systems in use are fit for purpose, well maintained and supported.
·Manage relationships with suppliers and other third-parties, leading regular reviews and monitoring against agreed SLAs.
·Work to introduce a continuous-improvement ethos, suggesting proactive changes to systems and processes to improve the service provided to the business.
·Be the champion for the Application Services team, regularly meeting with key stakeholders to assess performance and identify areas for improvements.
·Participate in key strategic projects as and when required, including evaluating, selecting and implementing replacement applications.
·Manage small application-related projects (e.g. upgrades) liaising with users to ensure downtime and risk is kept to a minimum.
·Work with the IT Services team to ensure sufficient security is in place, regular patching occurs, and monitoring is in place for key systems.
·Work with the Web Development team to ensure any website / CMS issues are logged, responded to and followed up as appropriate.
·Provide regular reports to management on the performance of the team and systems supported.
·Develop and maintain budgets, raising purchase orders as and when required
Personal Specifications and Competencies:
·Strong influencing and negotiating skills.
·Ability to communicate and form working relationships with colleagues at all levels.
·Demonstrable ability to build and manage relationships with high level stakeholders.
IT, Administrative and Organisational Skills:
·Extensive knowledge of Microsoft Office packages.
·Excellent planning, organisational and time management skills, with the ability to work under pressure and to tight deadlines.
·Familiar with Atlassian tools, including Confluence and JIRA.
·Experienced change manager, adept at removing roadblocks and gaining buy-in.
Judgement and Analysis:
·Sound judgement with the ability to interpret, analyse and disseminate complex, sensitive information.
·A strong understanding of business and organisational risk and the ability to analyse situations and apply judgement on decisions.
·Good commercial awareness, with a willingness to find lower cost solutions to save money wherever appropriate.
·Resourceful and purposeful, with initiative, drive and a strong desire to deliver exceptional results.
·A team player both internally and externally.
·Excellent verbal and written communication skills, including the ability to present and explain information clearly to a variety of audiences.
·Prior experience of managing Application Services teams in a complex environment.
·Experience supporting CRM systems.
·Good all-round IT knowledge.
·Previous budgetary responsibility.
·Knowledge of subscription systems / processes would be desirable.
·Publishing or media experience desirable but not essential
Job reference: JO0000009585