IT and Systems Support Lead

Dorothy House; Winsley; Hybrid; GBP 41,000 - 48,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Excellent training and development

Pension with Life Assurance

Colleague discount across 30 retail? 0

Job summary

Dorothy House Hospice Care is seeking an IT and Systems Support Lead to oversee day-to-day IT and systems support, manage the MSP and external suppliers, and drive digital transformation across the organisation.

You'll lead a team delivering high-quality IT support, ensuring systems are reliable and secure, supporting clinicians, retail, fundraisers, and support services. Hybrid working is available with office-based days and remote options.

Qualifications

• Essential requirements: degree or equivalent in a business/IT related discipline.
• Experience in managing and leading a support team with ITIL methodologies and best practise.
• Experience managing internal and external relationships and contracts.
• Experience supporting or leading the support of a variety of corporate systems (CRM, Incident Management, Clinical, Finance, HR).
• Knowledge of Information Security, Cyber and Data Protection practices.

Responsibilities

• Lead and develop the IT and Systems Support function with high service delivery across the organisation.
• Manage relationships with the Managed Service Provider and external technology partners.
• Act as the escalation point for major incidents, service issues and technical challenges.
• Oversee IT service performance, cyber security, business continuity and disaster recovery arrangements.
• Drive continuous improvement across IT support processes, systems and user experience.
• Provide governance and oversight of incidents, problems, changes, software licensing and technical standards.
• Act as Dorothy House's Information Security Officer.
• Support digital transformation projects and the wider Digital Strategy.

Skills

IT service management

People leadership

Vendor management

Cyber security

Digital transformation

Problem solving

Education

Degree or equivalent in business/IT

Tools

SystmOne

CRM systems

Job description

IT AND SYSTEMS SUPPORT LEAD | £41,000 - £48,000 per annum

Full Time: Working 37.5 hours per week (we would also consider candidates looking for 30 hours per week).

Location: Winsley, Wiltshire (Hybrid working available - 3 days office based, 2 days working from home)

WHY THIS ROLE?

This is a fantastic opportunity for someone who enjoys combining technical expertise, vendor management, service improvement and people leadership. You will lead the day-to-day delivery of IT and systems support, manage relationships with our Managed Service Provider and external suppliers, and play a key role in driving digital transformation across Dorothy House.

At Dorothy House Hospice Care, technology plays a critical role in enabling our clinicians, retail teams, fundraisers and support services to deliver exceptional care and support to our community. As our IT and Systems Support Lead, you will be responsible for leading the delivery of high-quality IT support services, ensuring our systems are reliable, secure and fit for the future.

If you are passionate about IT service management, cyber security, digital innovation and delivering excellent customer experiences, we would love to hear from you!

ABOUT THE BENEFITS

Dorothy House is an incredible place to work, these are just a few of our benefits that we offer to our staff:

• 25 days plus bank holidays, increasing with length of service. Plus, the additional ability to buy or sell up to 5 days holiday each year!
• Excellent training and development from day one, to support and grow you through your career!
• Pension with Life Assurance.
• Colleague discount across our 30 retail stores.
• 55p per mile for work travel.
• Mindful Employer Plus Charter - supporting our colleagues with access to impartial, confidential advice when you need it most.

WHAT WILL THE ROLE INVOLVE?

• Leading and developing the IT and Systems Support function, ensuring excellent service delivery across the organisation
• Managing relationships with our Managed Service Provider and external technology partners
• Acting as the escalation point for major incidents, service issues and technical challenges
• Overseeing IT service performance, cyber security, business continuity and disaster recovery arrangements
• Driving continuous improvement across IT support processes, systems and user experience
• Providing governance and oversight of incidents, problems, changes, software licensing and technical standards
• Acting as Dorothy House's Information Security Officer
• Supporting digital transformation projects and the wider Digital Strategy

See our full detailed Job Description on our website for more information.

ABOUT YOU

Essential requirements:

• A degree or equivalent in a business/IT related discipline together with experience in a similar role
• Experience in managing and leading a support team including simple knowledge of ITIL methodologies and best practise
• Demonstrable experience of managing internal and external relationships and contracts
• Experience supporting or leading the support of a variety of corporate systems e.g. CRM, Incident Management, Clinical, Finance, HR
• Demonstratable knowledge of Information Security, Cyber and Data Protection practises
• Demonstrates as flexible approach to problem solving with experience defining recommendations and driving solutions

Desirable requirements:

• Experience of IT budget management and supplier negotiations
• Experience of project management or continuous improvement methodologies
• Knowledge and experience using SystmOne

Please note that our vacancies can close at any time once sufficient applications have been received. We therefore encourage early submission of your application.

INTERVIEWS

Interviews for this role will be aimed to be held at the end of November to early December.