Implementation and Support Manager
Birmingham, West Midlands (with hybrid working)
We are looking for an Implementation and Support Manager to join our Digital team in Birmingham. You will manage complex digital and technology changes, ensuring that the implementation to the live environment is planned, co-ordinated, and managed according to delivery requirements.
The Benefits
- Salary of c£42,000 per annum
- Civil service pension, with an employer contribution rate of 27%
- Flexible working
- Hybrid working, specific guidelines are to be agreed with line manager
- 26 days’ holiday, rising to 29 days after 2 years’ service, with the option to buy up to five days extra annual leave
Joining us means joining an organisation that is certified as a Great Place to Work, respects work-life balance, is inclusive, and is completely dedicated to helping you achieve your full potential. Whether that’s through flexible working, really understanding how you work best or exposing you to real opportunities to challenge yourself, if you’re passionate about making your mark on the industry and on society, then we will help you do that.
Your Role
As an Implementation and Support Manager, you will lead the implementation on systems and their components, working across teams and third-party suppliers to design implementation and support requirements that must be delivered to effectively deliver and manage digital services.
Your role will also involve:
- Supporting the whole project lifecycle, providing expert advice throughout to ensure the design of digital services includes the appropriate deliverables to support services in the live environment.
- Co-ordinating the implementation of multiple complex and highly integrated digital services, ensuring they are clear and have robust plans to deal with a range of scenarios.
- Actively manage risks, issues, and dependencies for implementation and support activity, acting on data and adapting ways of working to mitigate risks.
- Leading user acceptance testing (UAT) and end user training.
- Managing the support of digital services in the live environment, monitoring and managing 1st line support queries. Actively investigating queries, changes and issues, co-ordinating discussions across Digital and Technical teams to explore solutions.
- Influencing stakeholders and managing relationships effectively. Building long-term strategic relationships and communicating clearly and regularly with stakeholders.
- Keeping implementation and support documentation up to date by co-ordinating activity across the team to ensure documentation is reflective of the solution and in line with standards.
This is a hybrid role, therefore there will be a requirement to attend our Birmingham Office on a regular basis.
About You
- Strong experience in delivering the implementation of successful releases into a complex technical infrastructure.
- Ability to determine root cause of issues, and communicate and influence appropriately by providing expert guidance to all internal and external stakeholders.
- Excellent influencing skills and be adept at managing several stakeholder relationships to reach mutually beneficial solutions whilst engaging with others to resolve queries efficiently through good interpersonal and communication skills.
- Strong experience in working on digital solutions that consist of multiple components, both in-house developed and third-party, particularly including Case Management systems.
- Experience of working with technical and non-technical stakeholders to make decisions on implementation and support activity, using the most appropriate languages, frameworks and tools to meet user and business needs.
- Experience in collecting and using data, metrics and previous experience to identify, understand and improve services.
About Us
Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.
The closing date for this role is 22nd October, with interviews taking place on week commencing 6th November.
PLEASE NOTE: ensure you have the right to work in the UK before applying. We are unable to provide sponsorship for visas at this time.
Incomplete applications will be discounted from shortlisting. Please ensure your application is fully completed and submitted before logging out of your account.
We reserve the right to change the closing date depending on the number of responses received. Please submit your application as soon as possible to ensure it is considered in the selection process.
As the regulator of the National Lottery, there are some roles within the Commission that are prohibited from playing the National Lottery. This does not affect your family playing. We will let you know at interview if the role you have applied for is on the Prohibited List.
Other organisations may call this role IT Support Manager, IT Systems Manager, IT Implementation Manager, Digital Systems Manager, or Digital Implementation Manager.
So, if you’d like to join us as an Implementation and Support Manager, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.