Head of Collaboration Services

Maxwell Bruce Ltd
13 Apr 2018
20 Apr 2018
Contract Type
Full Time
Maxwell Bruce has an exciting opportunity for an experienced IT professional to fill the role of Head of Collaboration Services within the UK Information Technology function. The function is responsible for the delivery of IT collaboration application services to all UK based divisions to successfully enable operational business and operational delivery. Application services Portfolio Owners are responsible for developing, managing and running their service including setting their service strategy, managing application roadmaps and ensuring all existing systems are maintained appropriately. Heads of Application Services are future orientated, operationally focused and are a catalyst for optimal use of application technologies, driving to improve business efficiency, reduce risk and maximise customer engagement, both internally and externally.

Main Duties

• Manage the service strategy, delivery, and management of the Collaboration Services technology area and own the operational supplier and customer relationship for the service.

• Responsible for the management, development and support of a portfolio Enterprise level Collaboration applications including Intranet, Email, Messaging, Document Management and other associated collaboration applications with a team working focus in Engineering, Programme Management and Quality.

• Responsible for Web Application Development services comprising the UK Intranet, Internet and other associated collaboration applications utilising the Microsoft stack technologies, as used in Marketing, Communications, and other Back Office functions.

• Develop and implement a plan to rationalise all collaboration applications for optimum usability, performance, security, licensing and ease of maintenance.

• Build strong working relationships and effective alignment across functions and businesses.

• Manage the end to end aspects of the portfolio service delivery including the performance, security, development, maintenance and measurement of the service, with a continuous improvement approach.

• Support the RUK financial annual cycle through setting then meeting or exceeding financial objectives through improved cost management, team utilisation, and customer billable work opportunities.

• Define and maintain annual plans and 5 year technology portfolio roadmap to drive effective service development in line with strategy and aims.

• Develop and maintain a Service Strategy for your service area, and support the development, implementation and rationalisation of the RSL applications and services portfolio, ensuring appropriate lifecycle management of each application/service managed.

• Create a Service Improvement Plan for your service area and ensure this is clearly understood and communicated to peers and customers through regular Service Review meetings and events.

• Maintain Service quality levels, overseeing diverse and complex customer service events that require drive and focus to resolve.

• Maintain a Service Catalogue and Configuration Management Database for your service. Manage incidents, problems and changes to the service efficiently and effectively following the agreed and documented processes.

• Maintain system documentation. Support procedures and rota/cover arrangements with actively managed preventative upgrade cycles.

• Ensure the provision of an Out of hours / On Call Cover service aligned to the rest of IT. In some cases 24x7 service cover by your service may be required.

• Effectively manage operational supplier performance and repairs & maintenance contracts, including software licencing compliance, software licence & support contract agreements and renewals, supplier selection and due diligence, and maintenance of up-to-date NDA’s. Identify, engage and ensure third-party support and delivery resources to supplement the team effectively during high peaks of demand or specific project work.

• Develops, implements, and owns associated functional goals, objectives, and key service level agreements (SLAs).

• Carry out a programme of daily/weekly/monthly checks and develop approaches to improve, streamline and automate the health status of the environment.

• Effectively manage deliverables: Tickets, Small Works Projects and Technical leadership of major implementation and upgrade projects.

• Ensure any projects you are leading for the organisation, or those within your own immediate area of responsibility, are reviewed and accurately updated on a timely basis.

• Meet IS assurance, governance and policies to ensure we operate with confidence, through effective maintenance of secure and stable IT platforms for the business, adherence to company security, accreditation and audit requirements.

• Ensure backup schedules & data retention and period maintenance are aligned.

• Proactively identify and manage risk via Risk Registers.

• Plan, agree and participate in scheduled BCP/DR exercises.

• Maintain effective Asset Management and license compliance, system vulnerability management as required.

• Lead a team of specialist staff who are responsible for designing, delivering, monitoring upgrading and retiring applications within the service area.

• Effectively manage team growth and development including mentoring, delegation, effective 1-2-1 discussions, quarterly Goal Reviews and personal development discussions. Lead your direct reports in accordance with the company’s policies and procedures.

• Ensure cross training and rotation opportunities are identified and implemented, with an effective up to date skills matrix, skills gaps and training needs.

• Identify development opportunities for yourself and individual direct reports against the RSL Leadership Behaviours and Team Effectiveness Models

• Prioritise staff workloads in line with demand, priorities and background maintenance and upgrade activities. Ensure any staffing, support and availability related risks to the service are understood and mitigated.

• Maintain consistently high levels of satisfaction as measured by regular surveys including net promoter feedback, post implementation, and formal annual surveys.

• Deliver cross functional improvement projects were applicable utilising the 6 Sigma methodology

Standard Benefits:

25 days holiday + statutory holidays Contributory Pension Scheme Life Assurance Flexible Benefits Enhanced sick pay scheme.

To apply please send CV or call Robyn on (Apply online only)

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