Application Support

Website Crown Prosecution Service

Job Description:

The Head of Application Support is a high profile opportunity to be responsible for the delivery of a first class support service for a range of cloud based applications, key to the CPS. This will include support throughout the software lifecycle – from managing the introduction of new software and regular upgrades, through to resolving live incidents and complex customer queries and service issues.

They will report to the Head of Modern Workplace and lead the team responsible for these applications, sitting within the wider Digital business unit. You’ll build an engaged and motivated team of system support and release specialists, growing their capability and resilience, and providing a supportive environment with a focus on active problem solving and operational excellence.

Job Responsibilities:

  • Act as the technical authority during enhancement/development appraisals with stakeholders, and evaluate technical proposals from external suppliers. Identify and manage competing priorities and make implementation recommendations to senior stakeholders, based on the support needs of the organisation.
  • Responsible for customer support processes and policies, gathering data and insight across the end to end supply chain and customers to continually improve the way in which they deliver services to their various customers.
  • Acting independently as an ‘internal’ supplier, collaborates with Service Management and Transition colleagues ensuring new or upgraded applications/services are fit for purpose and properly accepted into live service, and meet ongoing service levels.
  • Responsible for support throughout the software lifecycle. From managing the introduction of new software upgrades across technical platforms, to identifying opportunities for continuous service improvement, through to resolving live incidents and complex customer queries and service issues.
  • Lead an engaged and motivated team, continuously building their skills and capability through effective career and personal development, ensuring all opportunities for technical skills and knowledge transfer are maximised.
  • Responsible for clear communication and effective escalation of incidents. This includes with suppliers, internal service teams, cross-CPS colleagues. Also responsible for escalations including invoking major incident management protocols and business continuity as required.

Job Requirements:

  • Experience of working with a mix of internal stakeholders and external suppliers and third parties
  • Knowledge and experience of ServiceNow
  • Experience of delivering service transformation in a large, complex environment
  • Technical experience relating to Microsoft 365, Azure, Oracle ERP
  • Experience of managing assets and configuration including critical IT applications and End User Computing
  • Understanding and experience of SaaS applications and integrations with Azure Active Directory
  • Experience of managing a service desk providing first and second line technical support to a large, complex user base

Job Details:

Company: Crown Prosecution Service

Vacancy Type: Full Time

Job Location: London, England, UK

Application Deadline: N/A

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