Applications Implementation and Support Manager

Job description

Job responsibilities

The Applications Implementation and Support Manager is responsible for the full lifecycle management of a designated portfolio of clinical and business applications. The postholder will ensure these systems are reliable, effectively maintained, and developed in line with the needs of the Trust. A key focus of the role is to lead on the implementation of new systems and enhancements, ensuring that all changes are subject to rigorous quality assurance and testing before deployment to the live environment.

The manager will act as the crucial link between technical teams, project managers, and clinical end-users. This involves translating service requirements into technical specifications and managing the User Acceptance Testing (UAT) process to ensure solutions are fit for purpose and clinically safe. In addition to project-based work, the manager provides expert-level support for their applications, manages relationships with third-party suppliers, and contributes to the overall IT service management function. The role includes line management responsibility for a team of application analysts, guiding their work and supporting their professional development.

To lead and manage the implementation of new applications and major system upgrades from a technical and configuration perspective.

To develop, plan, and manage the execution of comprehensive test strategies and plans for applications and interfaces.

To coordinate and support User Acceptance Testing (UAT), ensuring effective engagement from clinical services and providing guidance to end-users.

To manage the release and deployment schedule for applications, ensuring compliance with the Trust's formal Change Management process.

To ensure that all changes are fully documented, and that appropriate training information is provided to the IT Service Desk and training teams.

To act as the lead subject matter expert (SME) for designated applications, maintaining a deep understanding of their functionality, configuration, and interfaces.

To undertake complex system configuration and administration tasks to meet user requirements and maintain system integrity.

To investigate and resolve complex, escalated application-related incidents and problems, providing specialist technical support.

To create and maintain detailed system documentation, including configuration guides and support procedures.

To monitor application performance and capacity, producing regular reports and highlighting areas for improvement.

To provide line management to a team of application analysts, including appraisals, performance management, and the allocation of work.

To manage the day-to-day relationship with third-party software suppliers, ensuring their services meet contractual obligations and escalating issues where necessary.

To communicate complex technical information effectively to a wide range of stakeholders, including clinical staff, project managers, and senior management.

To participate in project groups and other meetings to provide specialist advice and ensure the requirements of the application service are represented.

Person Specification

Qualifications, Training & Professional Development

Essential

• Educated to degree level in a relevant subject or possess equivalent significant experience.
• Evidence of continuing professional development.
• ITIL v3 or v4 Foundation Certificate.

Desirable

• Management or leadership qualification or equivalent experience.
• PRINCE2 Foundation or an equivalent project management qualification.

Experience

Essential

• Significant experience in the implementation, administration, and support of complex IT applications within a large and complex organisation.
• Experience in line managing technical staff, including workload management, appraisals, and performance management.
• Demonstrable experience of managing the full testing lifecycle, including the development of test plans and the coordination of User Acceptance Testing (UAT).
• Experience of working within a formal IT Service Management framework (ITSM/ITIL), particularly in relation to change, incident, and problem management.
• Experience in managing relationships and communicating with third-party software suppliers.

Desirable

• Experience working within the NHS or another large healthcare organisation.

Knowledge

Essential

• In-depth specialist knowledge of application management, system configuration, and support processes.
• A good understanding of IT Service Management (ITSM) principles and frameworks.
• Knowledge of project management methodologies and their application.

Desirable

• An understanding of NHS information governance and data quality standards.
• Knowledge of specific NHS clinical or administrative information systems.

Skills & Abilities

Essential

• Excellent analytical and problem-solving skills, with the ability to methodically investigate and resolve complex technical issues.
• The ability to communicate complex technical information effectively to a diverse range of stakeholders, both technical and non-technical.
• Excellent planning and organisational skills, with a proven ability to manage and prioritise competing demands and meet deadlines.
• The ability to lead, motivate, and develop a technical team to ensure a high standard of service delivery.
• Excellent interpersonal and stakeholder management skills, with the ability to build and maintain effective working relationships.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Nottingham University Hospitals NHS Trusts

Address

Heathfield House

City Hospital

Nottingham

NG5 1PB

Employer's website

https://www.nuh.nhs.uk/ (Opens in a new tab)