MAIN PURPOSE AND SCOPE OF JOB
* Lead the development of key systems including its Website, CRM, email, Finance, e-learning platform and supporting IT infrastructure
* Provide team leadership for the 3 staff
* Be an active part of the Strategic Management team
Lead the development of key systems
* Set out and agree the strategy for systems with key stakeholders
* Work with key stakeholders to agree the development strategy for each key platform and then develop the strategy into deliverable plans and ensure delivery within agreed financial parameters and targets.
* Carry out the necessary business analysis (and business case development if necessary) prior to accepting a requirement for development
* Maintain a development pipeline of work for all core platforms, agreeing priorities with key stakeholders and then allocating and adjusting resource as required to ensure delivery to agreed timelines
* Ensure that all systems are documented sufficiently to allow effective change management, including all key processes
* Lead the Supplier Relationship Management with key providers, setting challenging goals and monitoring performance
* Develop a strong performance culture and commitment to SLAs, customer satisfaction and quality
* Provide regular and ad-hoc reporting as required for Exec, Board and other stakeholders
* Maintain and develop effective professional networks that will add value to my clients work and ensure that it is viewed as an influential and reliable partner
Lead the Systems Development team
* Lead the team to deliver an effective and efficient support service by adopting a style of leadership that supports excellence and organisational success, creating a culture of continuous improvement and innovation
* Provide strong leadership and support to managers and staff, role modelling a customer-centric approach which inspires and motivates the team
* Work to remove any cultural differences between teams and align around a common goal of excellent member service
* Provide support and development to team members, to ensure teams are appropriately structured and resourced to deliver the corporate aims
* Predict peaks in demand and ensure the team is staffed appropriately, leading recruitment exercises when required
* Lead on change management activity across the organisation when technology is involved
* Ensure effective budgetary control mechanisms are in place to monitor spending and value for money
* Be proactive in providing the Board and the Executive Team with the necessary information to maintain effective oversight of the performance of the Systems Development team and implementation of improvement plans
* Ensure that the team can and does work as effectively from home as it can from the office by ensuring supporting technology is appropriate and delivering and adviser performance is monitored and managed.
* Improve the overall professionalism and skill within the team by developing specialisms and subject matter experts
* To be part of the escalation process for members who are unhappy with Service and for dealing with members who abuse the services
* Ensure team compliance with key policy andprocedure in areas such as health and safety; equalities and diversity; data protection; code of conduct and all other statutory requirements, which are routinely checked for compliance.
Qualifications
* Degree level qualification or qualified by experience.
Skills & Abilities
* Systems development skills using ITIL4 or Agile development practices
* Strong analytical skills - able to grasp complex issues and understand the problem from all perspectives - internal and external
* Strong communication and interpersonal skills, with the skills to influence a range of stakeholders
* Flexible approach, with the ability to respond quickly to events
* Proven ability to handle sensitive issues in a professional manner, confidentially and to deadlines.
* Leading a team means visibility, taking responsibility for difficult members and leading change by example are important attributes for this role.
Experience
* Experience significant systems development and supplier relationship management
* Have managed remote staff
* Proven track record of delivering quality assurance and driving quality improvement
* Able to set and monitor challenging objectives and performance managing to delivery
* Track record of driving change to improve operations
* Demonstrable experience of budgetary management & control
* Experience within a quality subscription or membership environment
* Experience of working collaboratively with a range of stakeholders and partners
* Proven track record of delivering customer-focussed service through others
* Track record of generating profitable growth through membership activities
Knowledge
* In-depth experience in Cloud Computing, IT Infrastructure, SaaS, telephony and contact systems
* Highly IT literate and can evidence the desire to develop new skills in reporting and data manipulation
* Knowledge of the PRS would be an advantage.
Personal Attributes and other requirements
* Demonstrable team player who can evidence a sophisticated collaborative approach to working with internal and external stakeholders.
