Job Purpose
The Housing Support Business Lead will be responsible for ensuring the effective operation, support and continuous improvement of the Council's Housing Applications estate, including the NEC Integrated Housing Management System and associated applications. The postholder will provide operational leadership, maintain system stability and data integrity, and work closely with Housing Services, Digital & Technology teams and third-party suppliers to support service delivery, business change and ongoing transformation initiatives.
- Lead the day-to-day operational support of Housing applications, ensuring incidents, problems, changes and releases are effectively managed.
- Maintain the stability, performance and availability of Housing systems, identifying opportunities for continuous improvement.
- Act as the primary liaison between Housing Services, Digital & Technology teams, suppliers and external partners.
- Coordinate system testing, upgrades, implementations and deployments to minimise service disruption.
- Ensure data integrity, governance and compliance with data protection legislation, information governance standards and council policies.
- Produce management information, reports and recommendations to support operational decision-making.
- Support business change initiatives by improving processes, managing stakeholder expectations and coordinating user training where required.
- Maintain application documentation, support procedures and knowledge resources.
- Support business continuity, disaster recovery planning and service restoration activities.
- Build strong relationships with internal stakeholders and third-party suppliers to ensure effective service delivery.
- Experience supporting Housing applications, including NEC Housing systems.
- Strong background in ICT, Digital Services or Technology Operations.
- Experience managing suppliers and third-party vendors.
- Good understanding of IT Service Management (ITSM) processes, including Incident, Problem, Change and Release Management.
- Experience supporting business change, system upgrades and service improvement initiatives.
- Strong analytical, troubleshooting and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Experience managing operational services within complex organisations.
- Knowledge of data governance, reporting and information management.
- Understanding of business continuity and disaster recovery principles.
- Degree, NVQ Level 6 or equivalent relevant experience.
- Experience with the NEC Integrated Housing Management System.
- Experience within Local Government, Housing, Public Sector or Social Housing.
- Knowledge of Housing Management processes and relevant statutory requirements.
- ITIL Foundation (or higher).
- Project Management qualification (PRINCE2, Agile, MSP or equivalent).
- Experience with cloud-based applications and SaaS environments.
- Membership of a relevant professional body (e.g. BCS).
- Hours per week: 37 hours
- Location: Hybrid (Council offices and remote working as required)
- Bi-Weekly Payments: Yes
