About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>The Role</b></H2> </div><div><p><span style="font-size:12.0pt;line-height:107%;font-family:Arial, sans-serif">To lead and manage three critical IT functions: the Entrata Application Service Team, the End User Support Team, and administrative oversight of Corporate IT network and system resources based in London. This role requires strategic leadership, operational excellence, and a strong understanding of enterprise IT service delivery</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif"><strong>1. Entrata Application Service Management</strong></span></p> <ul type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Establish and lead a dedicated team to support the Entrata application, ensuring high availability, performance, and user satisfaction.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Oversee application lifecycle management including deployment, upgrades, incident resolution, and vendor coordination.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Define and implement service level agreements (SLAs), KPIs, and continuous improvement initiatives.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Collaborate with business stakeholders to align application capabilities with operational needs.</span></li> </ul> <p><span style="font-family:arial, helvetica, sans-serif"><strong> </strong></span><span style="font-family:arial, helvetica, sans-serif"><strong>2. End User Support Team Leadership</strong></span></p> <ul type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Manage the site end-user support function, ensuring timely and effective resolution of IT issues.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Develop and enforce support policies, procedures, and standards to enhance user experience.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Implement ITSM best practices and tools to streamline support operations.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Lead training and development initiatives to build a high-performing support team.</span></li> </ul> <p><span style="font-family:arial, helvetica, sans-serif"><strong> </strong></span><span style="font-family:arial, helvetica, sans-serif"><strong>3. Corporate IT Network & Systems Oversight (London)</strong></span></p> <ul type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Provide administrative oversight for IT infrastructure resources located in London, including network, servers, storage, and security systems.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Coordinate with infrastructure teams to ensure compliance, reliability, and scalability of systems.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Support audits, risk assessments, and ensure adherence to corporate IT governance and cybersecurity policies.</span></li> <li style="font-family:arial, helvetica, sans-serif">Act as the local escalation point for infrastructure-related issues and projects.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Requirements</b></H2> </div><div><ul type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Minimum 10-12 years of experience in IT operations, with at least 3 years in a managerial role.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Proven experience managing enterprise applications and end-user support teams.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Strong understanding of IT infrastructure, network systems, and cloud technologies.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Excellent leadership, communication, and stakeholder management skills.</span></li> </ul> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Preferred Skills:</strong></span></p> <ul type="disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Experience with Entrata or similar property management platforms.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">ITIL certification or equivalent service management credentials.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Familiarity with global IT operations and cross-cultural team management.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Strong analytical and problem-solving abilities</span></li> </ul></div></div></div>