Applications Implementation and Support Manager

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Detailed job description and main responsibilities

The Applications Implementation and Support Manager is responsible for the full lifecycle management of a designated portfolio of clinical and business applications. The postholder will ensure these systems are reliable, effectively maintained, and developed in line with the needs of the Trust. A key focus of the role is to lead on the implementation of new systems and enhancements, ensuring that all changes are subject to rigorous quality assurance and testing before deployment to the live environment.

The manager will act as the crucial link between technical teams, project managers, and clinical end-users. This involves translating service requirements into technical specifications and managing the User Acceptance Testing (UAT) process to ensure solutions are fit for purpose and clinically safe. In addition to project-based work, the manager provides expert-level support for their applications, manages relationships with third-party suppliers, and contributes to the overall IT service management function. The role includes line management responsibility for a team of application analysts, guiding their work and supporting their professional development.
Implementation, Testing and Release Management

To lead and manage the implementation of new applications and major system upgrades from a technical and configuration perspective.

To develop, plan, and manage the execution of comprehensive test strategies and plans for applications and interfaces.

To coordinate and support User Acceptance Testing (UAT), ensuring effective engagement from clinical services and providing guidance to end-users.

To manage the release and deployment schedule for applications, ensuring compliance with the Trust's formal Change Management process.

To ensure that all changes are fully documented, and that appropriate training information is provided to the IT Service Desk and training teams.
Application Management and Support

To act as the lead subject matter expert (SME) for designated applications, maintaining a deep understanding of their functionality, configuration, and interfaces.

To undertake complex system configuration and administration tasks to meet user requirements and maintain system integrity.

To investigate and resolve complex, escalated application-related incidents and problems, providing specialist technical support.

To create and maintain detailed system documentation, including configuration guides and support procedures.

To monitor application performance and capacity, producing regular reports and highlighting areas for improvement.
Leadership and Stakeholder Management

To provide line management to a team of application analysts, including appraisals, performance management, and the allocation of work.

To manage the day-to-day relationship with third-party software suppliers, ensuring their services meet contractual obligations and escalating issues where necessary.

To communicate complex technical information effectively to a wide range of stakeholders, including clinical staff, project managers, and senior management.

To participate in project groups and other meetings to provide specialist advice and ensure the requirements of the application service are represented.

Person specification

Qualifications, Training & Professional Development

Essential criteria

• Educated to degree level in a relevant subject or possess equivalent significant experience.
• Evidence of continuing professional development.
• ITIL v3 or v4 Foundation Certificate.

Desirable criteria

• Management or leadership qualification or equivalent experience.
• PRINCE2 Foundation or an equivalent project management qualification.

Experience

Essential criteria

• Significant experience in the implementation, administration, and support of complex IT applications within a large and complex organisation.
• Experience in line managing technical staff, including workload management, appraisals, and performance management.
• Demonstrable experience of managing the full testing lifecycle, including the development of test plans and the coordination of User Acceptance Testing (UAT).
• Experience of working within a formal IT Service Management framework (ITSM/ITIL), particularly in relation to change, incident, and problem management.
• Experience in managing relationships and communicating with third-party software suppliers.

Desirable criteria

• Experience working within the NHS or another large healthcare organisation.

Knowledge

Essential criteria

• In-depth specialist knowledge of application management, system configuration, and support processes.
• A good understanding of IT Service Management (ITSM) principles and frameworks.
• Knowledge of project management methodologies and their application.

Desirable criteria

• An understanding of NHS information governance and data quality standards.
• Knowledge of specific NHS clinical or administrative information systems.

Skills & Abilities

Essential criteria

• Excellent analytical and problem-solving skills, with the ability to methodically investigate and resolve complex technical issues.
• The ability to communicate complex technical information effectively to a diverse range of stakeholders, both technical and non-technical.
• Excellent planning and organisational skills, with a proven ability to manage and prioritise competing demands and meet deadlines.
• The ability to lead, motivate, and develop a technical team to ensure a high standard of service delivery.
• Excellent interpersonal and stakeholder management skills, with the ability to build and maintain effective working relationships.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Applicants are kindly requested to refrain from using AI at any stage during the recruitment process.

Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.

Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application

NUH are now able to offer application completion support and interview preparation support. Please follow the link to book onto our sessions: Support for NUH Job Applications

If you are aged 16 or 17 and applying for a role that is more than 20 hours a week, please be aware that you will be asked to commence an Apprenticeship within the Trust alongside your role, as long as there is a suitable apprenticeship standard available. This is in line with the current guidance in England that whilst young people under the age of 18 can leave school (on the last Friday in June) they must then do one of the following:

• Stay in full-time education, for example at a college
• Start an Apprenticeship
• Spend 20 hours of more a week working or volunteering, while in part-time education or training

For more details visit; School leaving age - GOV.UK (www.gov.uk)

Salary: The quoted salary will be on a pro rata basis for part time workers.

Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.

At Risk of redundancy: NHS employees within the East Midlands who are 'at risk' of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.

International Recruitment: If you are applying for a role with us from outside of the UK then please read the guidance on applying for a health or social care job in the UK from abroad.

ID and Right to work checks: NUH authenticate ID and right to work documentation including passports and driving licenses through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.

Consent:

• Transfer of information: If I have previous NHS service - I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.
• Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£49.50 for enhanced and £21.50 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month's pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.
• For more information about our organisation and the career opportunities available, please visit our website and/or follow us on Instagram, Twitter and Facebook

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Applications Implementation and Support Manager JD (PDF, 294.2KB)
• Applications Implementation and Support Manager PS (PDF, 207.1KB)
• Mindful Employer (PDF, 242.5KB)
• Equality and Diversity (PDF, 122.3KB)
• Equal Opportunities (PDF, 57.4KB)
• Disability Confidence Scheme (PDF, 51.0KB)
• Rehabilitation of Ex Offenders (PDF, 106.0KB)
• Application Process Booklet (PDF, 24.8MB)