Application Management Service Lead

Job Description

About the role Zellis are forming a new service line delivering an application management service to cover both UK and Irish customers. The Application Management Service (AMS) Lead role will be fundamental in the design, set up and ongoing management of the AMS team.They will head up and inspire a team of ResourceLink Technical Consultants in the delivery of critical solutions to our customers.Key responsibilities include:Application Security Management

• Access management and certification.
• Request management.
• User access maintenance.

Incident & Alert Management

• Support for technical incidents or defects.
• Incident and problem management.
• Service communications.
• Identify and develop strategies to avoid potential causes of service failure.
• Coordinate technical support.
• Maintain knowledge base problems, known errors and workarounds.

Upgrade & Release Management

• Legislative upgrades/patches and release management.
• Knowledge updates and future roadmap discussions.
• Change Control/Change enablement and CI.

Application Maintenance

• Deployment management.
• Infrastructure and platform management.
• Task automation and SLA reporting.

Configuration & Reporting Support

• Support for minor application changes.
• Support for agreed cyclical ResourceLink changes.
• Configuration management.
• Interface with customers Change Board or equivalent.
• Attend customer Change Board or equivalent meetings.

Hierarchy Maintenance

• Maintenance of Payroll & HR Hierarchy.
• New Post/Structure Unit Creation.
• Post-to-Post maintenance.

System Review

• Review customers top 5 ResourceLink issues.
• Review the configuration of the ResourceLink system.
• Review whether functionality is being utilised effectively.
• Review usage of recent releases for efficiency savings.

Team Management

• Facilitate the disbursement of new knowledge gained during troubleshooting and research throughout the AMS team.
• Coordinate AMS team activities, manage customer expectations and review resource feedback.
• Assist in the development of assurance standards, procedures, documentation and controls for AMS operation.
• Provide information that allows support processes to be optimised, incidents to be reduced and management planning to be executed.
• Recommend changes in operation of AMS to respond to changing customer requirements/expectations and to improve management of customer service issues.

Skills and experience required

• Capable of delivering efficiencies; can design efficient organisational practices, processes and procedures.
• Can efficiently manage multiple team resources to meet strategic team goals.
• Strong organisation and workload management skills including ability to identify and switch between tasks and deadlines.
• Ability to provide technical coaching/assistance to team members and peers as needed.
• Capable of developing strong customer relationships to support ongoing service delivery and future opportunities.
• Capable of recognising differing learning styles of colleagues, leveraging this information to promote learning for the team assigned.
• Reliable and flexible in your work, with ability to work to very tight deadlines and under pressure during busy periods.
• Exhibits good listening, written and verbal communication; selects and uses appropriate communication methods, adapting to different audiences.
• Keeps others adequately informed.
• Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthroughstrategies and plans.
• Can effectively cope with change; can decide and act without having the total picture; can comfortably handle risk and uncertainty.

About Us Zellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to make people feel appreciatedfor the work they do - through precision, choice, and magic.We have over 50 years of heritage and industry experience - and weve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then - not least our name. We were acquiredby Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiringBenefex, were now even better equipped to serve the complex needs of our customers.Our vision is to be the clear leader in pay, reward, analytics, and people experiences. Were proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, whichwere defined with input from all of our 2,000 colleagues, are not empty words on a poster:

• Unstoppable together.
• Always learning.
• Make it count.