The H&F Bridge Partnership is a Joint Venture Company (JVC) between the London Borough of Hammersmith & Fulham and Agilisys, one of the UK's most innovative IT and business process service providers. The Partnership provides a suite of shared services to the Public Sector including ICT Managed Services and Consultancy in Business Transformation, Technology and Project Management. The H&F Bridge Partnership brings together Agilisys' proven expertise in delivering IT services to the Public Sector together with Hammersmith & Fulham's in-depth knowledge of Public Sector business processes.
PURPOSE OF THE ROLE
The role is to be an essential part of the application services team within HFBP, managing a team with up to ten members, who provide an application support and development service to clients in support of business objectives and ongoing operations.
KEY RESPONSIBILITIES
- To line manage a team of support and development analysts.
- To manage regular team member reviews ensuring SMART objectives.
- To monitor and escalate any performance issues and ensure the team meets project timescales and service level agreements through good management practices and motivated staff
- Work with project managers to effectively resolve any resource conflicts or issues in a matrix management environment where project resources and technical input are delivered by different functional groups
- To supervise and train less experienced staff.
- To technically lead on a project delivery
- To provide a prompt and accurate diagnosis of software problems logged on the Service Desk, correct the problems either by applying a fix or where support is needed from a external suppliers or internal resources.
- To provide live run scheduling and monitoring as required.
- To plan, install and configure new releases of new software, thoroughly testing and coordinating work with external software or service providers.
- Monitor performance of applications, identifying and resolving problems.
- Implementation of package solution, development of an interface between existing applications.
- Manage delivery of a small sized project implementation from start to finish.
PERSON SPECIFICATION
Knowledge
- Good understanding and/or experience of the application of the IT Infrastructure Library (ITIL) framework
- 4+ Years IT experience in a Professional experience
- 4+ Years is providing application support in a Unix or windows environment – to include: Implementing applications (inc upgrades), Managing testing and user acceptance, Supplier Liaison, Managing the change process, Documenting the process to agreed standards.
- Processes required to effectively deliver application support
- 3 + years in SQL querying with a thorough understanding of relational database theory
- Microsoft Client/Server Environment
- Good Understanding of Project management processes, ideally Prince II
- Experience in technically leading projects
- Experience in managing a support area.
- Understanding of Web Technologies and client/server architecture.
Skills
- The successful candidate will have a solid background in Application Support, ideally with business knowledge of an area of Local Government service delivery. Minimum of 4 years experience in delivering application support to an organisation, with minimum one year in leading a team of support analysts.
Qualifications
- ITIL Foundation- Essential,ITIL Practitioner- Desirable
- Relevant qualifications / degree in Information Management or associated fields.
Qualities
- The successful candidate will be a self starter with good communication and presentation skills.
- Able to lead a team of diverse personalities and skills.
- Able to Resolve and/or escalate issues in a timely fashion.
- Responds well to challenges.
LOCATION: London
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