SaaS Delivery Manager - Housing

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Job Description

*** Please note - Hybrid or remote subject to location *** We are currently on the lookout for a Delivery Manager to support our Housing SaaS Platforms. The individual in this role will have responsibility for the availability of our platforms – including NEC Mobile, NEC Scheduler, NEC Repairs and NEC Engage. The responsibilities for this report will include Monitoring, Planned Maintenance, Service Meetings and Support.

Monitoring: The role will also involve the responsibility to ensure adequate monitoring and alerting across the Housing SaaS platforms – this will include Postgres, Networks, Patroni and Servers.

Planned Maintenance: The planned maintenance element of the role will involve maintaining patching upgrades for Servers and Patroni within the Housing Platform. Maintaining Certification and planning any new hardware changes. Working with the Development Manager to review content for new releases and ensuring the database is as efficient as possible – including fragmentation resolution.

Support: The individual in this role will be the point of contact between housing and CST (Central Services Technology) when an issue is raised, and to coordinate technical resources. They will establish a prescription check, and work closely with the application team to find the sources of issues. They will ensure there is adequate 24/7 Cover, and work with CST teams to ensure there are adequate SLAs in place (for example with CloudOps teams). They will also work with the helpdesk to establish a support plan for the Housing SaaS.

Service Meetings: A key part of this role will involve running regular service meetings for products and functions – this will be with stakeholders like Project Managers, Product, Developers, CST, Architects and Consultants. The role of the delivery manager in these meetings will be to document and drive forward actions. This individual will also report the results. The meetings will involve planning server capacity increases and providing a roadmap of infrastructure upgrades.

Main Responsibilities:

• Publishing a daily health check status on the system – and analyse the results of the health check – ensuring to report anything to necessary stakeholders.
• Ensuring action is taken against any trend analysis.
• Arranging STO, and Emergency CR as required from the monitoring analysis.
• Being aware of all CST changes that could impact our services and mitigate against these changes.

Qualifications:

In order to be successful in this role, the below skillset will be required:

• Proven experience in a similar role, monitoring and managing the delivery of SaaS Products for Housing or wider Public Services.
• A demonstrable technical understanding across SaaS Products within Housing and an understanding of how the systems are used by customers.
• Proven Relationship Management experience, with a capability to be the “go-to” person for customers and internal staff.
• Working level understanding of ITIL – and an ability to both coordinate and work collaboratively with the teams within these principles. (Change, Problem, Major Incident)
• Extremely strong communication skills, with a proven ability to triage, coordinate and manage communications with customers and internal staff and drive forwards the resolution of these issues.
• Able to demonstrate sound commercial understanding, with the ability to listen, influence, negotiate and make decisions.
• Experience with both understanding Housing SaaS Platform Analytics, and using these to inform the design and delivery of Service Improvement Plans.

Additional Information:

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell.
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
• A selection of flexible benefits to suit your individual needs.

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are: We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference. We’d love your help. And we’ll support you all the way.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.