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Purpose

• The Technology function within Pacific Blue is strategically important and plays a crucial role in shaping Pacific Blue’s operations, efficiency, competitiveness, and strategic growth. The technology teams primary focus is on delivering the highest level of security, reliability and customer service.


• The Information Systems & Support Manager role is required lead and manage the IT Support & Applications teams, delivering an efficient and customer focused service to Pacific Blue employees and external partners. The role will be responsible for maintaining, supporting, and managing the design and delivery of improvements to information systems, whilst driving innovation, efficiency, and the effective use of technology resources.


• Understanding the Pacific Blue business and exceeding its technology requirements and staff expectations across the business is essential to long term success in this role.

Key Duties and Responsibilities

• Manage internal application and technology support team personnel and various outsourced technology providers to ensure optimal levels of support for Pacific Blues’ key operational requirements


• Design, manage and maintain scalable and resilient information systems based on business requirements and industry best practices to achieve the highest appropriate level of availability, performance, data integrity and information security for Pacific Blue.


• Manage IT communications to Pacific Blue employees and external parties, ensuring clear and succinct messaging.


• Ensure technology issues are accurately logged, tracked, and resolved to minimise problem impact, ensuring agreed service targets are maintained.


• Manage major business critical incidents, including coordinating activities with resolution parties, establish effective communication between stakeholders and lead post-incident reviews


• Ensure that customer expectations are delivered to high quality and high customer service standards


• Maintain IT asset and license management practises that ensure optimal allocation and life cycle management of hardware items


• Identify, plan and deliver improvements, enhancements and updates for information systems with a focus on business benefits and risk reduction

• Continually assess and improve Pacific Blues’ Ways of Working, suggesting recommendations for technology improvements to better meet business requirements.


• Develop key functional and non-function requirements for use with future product or vendor selection processes


• Maintain application architecture diagrams and ensure the accuracy of the Information Asset Register


• Develop and maintain all relevant policies, standards, documentation and processes

• Manage and maintain the accuracy of IT change management processes to ensure delivery of dependable technology services


• Manage vendor relationships and commercial arrangements


• Collaborate positively with internal and external stakeholders, developing strong relationships and ensuring consistently productive interactions.


• Lead a team of technology professionals, providing guidance, mentorship, and professional development opportunities.

• Collaborate with other IT teams, to ensure seamless integration and alignment of technology services delivering business value.


• Foster a culture of innovation, collaboration, and continuous improvement within the service and information systems teams.


• Management of department financial budgets where relevant


• Ensure that the Company’s compliance obligations are actively maintained, managed, and kept up to date with particular focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations (as set out in the Compliance Procedure and as amended from time to time).

Challenges

• Supporting a complex changing environment.


• Implementing new technologies to support the growing business.


• Ensuring a high standard of customer service across the business.


• Meeting the ever-changing security risk landscape.

Judgments

Knowledge, experience (including qualification) and skill

Knowledge and Experience

• 5+ years’ experience managing information systems and support teams


• Demonstrated experience in management of business critical applications


• 5+ years’ experience leading the design, delivery and support of Enterprise Data Warehouse and analytics solutions


• 5+ years’ experience leading the design, delivery and support for SAP products including SuccessFactors, SAP BPC, Concur, SAP ECC and SAP S/4 HANA


• Demonstrated ability of engaging with business leaders to drive business outcomes.


• Strong commercial acumen to engage and manage third party vendors to deliver efficient and effective services to the business,


• Strong understanding of risk management principles and the ability to assess and prioritise application and operational risks in the context of managing critical infrastructure.


• Technical understanding of the IT landscape including, Information risk management, product management, program/ project management, data management, and service delivery


• Broad knowledge of business systems and application capabilities suited for a large organisation

Skills

• Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams and communicate technical concepts to non-technical stakeholders.


• Excellent relationship management skills


• Able to work independently or as part of a team


• Highly organised and works well in fast-paced environments


• Ability to meet tight time frames


• Strong analytical skills


• Proven ability to manage multiple projects and priorities in a fast-paced, dynamic environment.


• Negotiation and persuasion skills


• Excellent problem-solving skills, with the ability to analyse complex technical issues and propose effective solutions.