IT Applications Operations Manager

About the role

We are looking for an IT applications operations manager to lead the day to day operations, support and continuous improvement of our key clinical and corporate applications including iHMS, Business Central, Salesforce and other enterprise systems.

You will lead a small application support team, work closely with clinical and corporate stakeholders and manage technology vendors to ensure our systems are reliable, secure and fit for purpose. The role also has an exciting focus on the responsible adoption and operational management of AI enabled applications.

What you will do

• Lead application support and ensure timely resolution of incidents and service requests

• Prioritise issues based on clinical, financial and operational impact

• Drive root cause analysis and continuous improvement of recurring issues

• Manage application enhancements, system changes, testing, UAT and releases

• Ensure appropriate backup, disaster recovery and business continuity arrangements

• Manage application vendors, service levels, contracts, licences and support performance

• Oversee system integrations, interfaces and data flows across key applications

• Maintain application documentation, support procedures and system records

• Manage and monitor approved AI enabled applications including AI related incidents, output quality, configuration and vendor support

• Ensure appropriate human oversight and escalation of inaccurate, unsafe or inappropriate AI outputs

• Work with Cybersecurity and Data Governance teams on security, privacy and data requirements

• Lead and develop two IT application support staff

• Partner with clinical, operational and corporate teams to understand their needs and improve processes

• Support IT audits, risk assessments and business continuity activities

What we are looking for

• Degree or diploma in Information Technology, Computer Studies, Information Systems or a related discipline

• 5 to 7 years of relevant experience in enterprise application support, application operations or technology delivery

• Experience in supervising or leading a team

• Experience with application incident management, system enhancements, UAT, change management, backup and disaster recovery

• Experience managing technology vendors, service levels, contracts and licences

• Good understanding of business processes, system integration, data flows and application controls

• Strong problem solving, organisational and stakeholder management skills

• Able to communicate technical matters clearly to non technical users

• Healthcare, community care or social service experience would be an advantage

• IT service management or project management certification would be an added advantage