Delivery Manager

Summary

Join NEC Software Solutions as a Delivery Manager and contribute to improving global services! This role focuses on ensuring the availability of Housing SaaS platforms, including NEC Mobile, NEC Scheduler, NEC Repairs, and NEC Engage. Responsibilities include monitoring, planned maintenance, service meetings, and support. The ideal candidate possesses experience with Housing Management Software or similar Public Sector SaaS Platforms and a strong technical understanding. You will be the point of contact for housing and CST, coordinating technical resources and establishing support plans. Daily health checks, trend analysis, and mitigation of CST changes are also key aspects of this position.

Requirements

• Proven experience in a similar role, monitoring and managing the delivery of SaaS Products for Housing or wider Public Services
• Demonstrable technical understanding across SaaS Products within Housing and an understanding of how the systems are used by customers
• Proven Relationship Management experience, with a capability to be the “go-to” person for customers and internal staff
• Working level understanding of ITIL – and an ability to both coordinate and work collaboratively with the teams within these principals. (Change, Problem, Major Incident)
• Extremely strong communication skills, with a proven ability to triage, coordinate and manager communications with customers and internal staff and drive forwards the resolution of these issues
• Able to demonstrate sound commercial understanding, with the ability to listen, influence, negotiate and make decisions
• Experience with both understanding Housing SaaS Platform Analytics, and using these to inform the design and delivery of Service Improvement Plans

Responsibilities

• Monitor and manage the delivery of SaaS Products for Housing or wider Public Services
• Maintain patching upgrades for Servers and Patroni within the Housing Platform
• Maintain Certification and plan any new hardware changes
• Work with the Development Manager to review content for new releases and ensure the database is as efficient as possible – including fragmentation resolution
• Be the point of contact between housing and CST (Central Services Technology) when an issue is raised, and coordinate technical resources
• Establish a prescription check, and work closely with the application team to find the sources of issues
• Ensure there is adequate 24/7 Cover, and work with CST teams to ensure there are adequate SLAs in place (for example with CloudOps teams)
• Work with the helpdesk to establish a support plan for the Housing SaaS
• Run regular service meetings for products and functions – this will be with stakeholders like Project Managers, Product, Developers, CST, Architects and Consultants
• Document and drive forward actions in service meetings
• Report the results of service meetings
• Plan server capacity increases and provide a roadmap of infrastructure upgrades in service meetings
• Publish a daily health check status on the system – and analyse the results of the health check – ensuring to report anything to necessary stakeholders
• Ensure action is taken against any trend analysis
• Arrange STO, and Emergency CR as required from the monitoring analysis
• Be aware of all CST changes that could impact our services and mitigate against these changes

Benefits

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs