The role takes responsibility for delivering IT services to levels of performance, availability and quality.
The Head of Application Support will be expected to liaise with senior business managers and other business representatives to understand ongoing business requirements, get effective feedback on Service Team performance and assure that delivered services are aligned with strategic and business objectives.
As the “Head of” you will need to lead and develop your team, motivate, build team spirit and create a common sense of purpose and ownership of the services the team supports.
Manage the delivery and development of the Metadata, Discovery and Access and Corporate service functions, which support the core business applications and corporate systems used by internal staff and end users
Working in co-operation with other teams across IT to effectively support and enhance both in house developed and 3rd party supplied applications, systems and associated technologies
Create and/or contribute to and maintain a catalogue of all available services (Service Catalogue)
Ensure that operational methods, procedures, and facilities are documented, maintained and reviewed regularly to maintain their effectiveness and efficiency and to meet information security requirements
Negotiate and agree to service levels covering aspects of quantity and quality
Manage customer expectations and perceptions in order to optimise customer satisfaction.
Regularly review Operational Level Agreements
Review SLAs, produce new SLAs and extensions to existing SLAs
Liaise with those responsible for problem management in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service
Manage a team of 10 direct reports (total team size 30)
Key requirements for the role:
Previous experience managing a team with different skills and levels of knowledge
Proven experiece managing the delivery and development of application support services for internal & external users
Strong knowledge of application technologies & delivery methods along with associated monitoring & management tools
Abililty to manage 3rd party providers of service and technologies
Knowlegde of ITIL standards
Salary: £45k – £55k