IT Systems and Solutions Manager

Job Description

IT Systems and Solutions Manager 

Location: London (City)

 Our client is a leading professional membership body providing research and insight through knowledge and technology. The core responsibilities of the role are to identify and recommend technology innovations and solutions that deliver a high-quality end to end customer experience and business efficiency.  Specify, build, and develop in-house IT solutions for product digitalisation and ongoing process automation to meet customer needs and provide for business growth and change. Keep up with new SaaS services, techniques, and tools in order to migrate our infrastructure forward as these develop.

OVERALL PURPOSE

 Manage the delivery of The Institute’s technology strategy to drive innovation and improvements in customer service and business efficiency. Oversee the effective operation of operational IT systems including information security and disaster recovery. Collaborate across the business to define user needs and specify solutions. Commission and/or build IT solutions to bring about digital / hybrid delivery of products, services, and processes. Manage performance of suppliers / outsourcers. Educate the team and improve in-house capability.

 The portfolio includes business infrastructure systems, customer interaction with products and services, CRM system, Intranet, learning management system, website, and online knowledge bases.

 

 KEY RESPONSIBILITIES

 

IT management and leadership

  • In conjunction with the CIO, develop and implement The Institute’s technology roadmap
  • enable innovation and achieve commercial goals
  • Work with external suppliers and Institute subject matter experts to ensure that all systems comply with The Institute’s standards and industry best-practice security protocols and procedures, including data protection.
  • Analyse business requirements in consultation with colleagues and users in order to create specifications and business justifications for new investment. In particular the product and customer experience team.
  • In conjunction with the CIO, create detailed statements of work in order to carry out supplier tendering / selection and manage supplier delivery against agreed criteria.
  • Oversee and advise on sourcing of systems design and support to ensure the best fit in terms of quality, resilience, growth potential and value for money.
  • Manage technical delivery projects end-to-end, from initial discovery and solution development through build / configure, test and deployment.
  • Collaborate with colleagues on internal process reviews to identify and deliver process automation and improved speed / quality whilst balancing this with customer experience.
  • Working across the business, create tools and processes to enable the production of accurate data / MI that meets the needs of different users.
  • Ensure the DT are aware of the latest security and technology developments in order to make recommendations to protect our business.
  • Lead a programme to achieve relevant IT accreditation (ISO / Cyber Security) for The Institute.
  • Contribute to Disaster Recovery plans: identify and evaluate unmitigated risk and assist in the development of plans / solutions to mitigate potential outages / threats.
  • Plan for disaster recovery and create contingency plans in the event of any security breaches so that preventative and remedial action is taken promptly, and learning is captured.
  • In conjunction with the CIO, develop and implement Information and Cyber Security Policies to protect data and intellectual assets and ensure all employees are appropriately trained to understand their responsibilities.
  • Oversee provision of (and provide directly where appropriate) training and guidance to colleagues on new or changed processes and systems to enhance capability and encourage self-support.
  • Support onboarding of all new employees to ensure they are appropriately equipped for the job and can operate relevant systems quickly, safely, and effectively.

 Knowledge

  • In-depth knowledge of Microsoft environments (O365, Windows 10, Teams, SharePoint, Yammer, etc.).
  • Applied knowledge of deploying, managing, and administering cloud-based and SaaS applications, including Information Security tools
  • Detailed applied knowledge of data security and data protection principles
  • Applied knowledge of Fonteva, Salesforce, WordPress, and Moodle platforms.
  • Applied knowledge of use of REST API’s ideally within the Salesforce environment
  • Experience with Salesforce applications
  • Experienced in guiding, managing, and working with remote, dispersed team members and supporting the systems that enable them to effectively work remotely
  • Working knowledge of on-premises and cloud-based architecture and software and awareness of the technical limitations and possibilities of both
  • Understanding of how the business operates and how our people work in practice
  • Learning management systems
  • Applied knowledge of Hubspot an advantage 

 

Attitudes

  • Highly customer-focused
  • Team player focused on business outcomes
  • Lives The Institute’s values
  • High integrity
  • Proactive and solution-oriented
  • Energised by change
  • Seeks best practice
  • Tenacious and resilient to deal with setbacks and drive focused effort
  • Enjoys working under pressure across a diverse range of activities
  • Can-do attitude and commitment to contributing to the success of the business.
  • Innovative: generates and encourages new ideas
  • Ambitious: likes to move fast and pragmatically seeks out problems

    Experience 

  • Significant experience of modern SaaS / Cloud based systems and infosec tools
  • In depth experience of business applications including Salesforce, WordPress, and Moodle
  • Exposure to both on-premises and cloud-based architecture
  • Supporting and maintaining an enterprise network, including firewalls, routers, APs etc.
  • Technical project management
  • Selection and coordination of external suppliers
  • Accreditation experience an advantage (ISO, cyber)
  • Experience with virtualisation technologies (e.g., Azure and AWS) preferred
  • Experience of Customer Support systems (e.g., Zendesk / CRM, telephony, chat, etc.) would be an advantage