Implementation Lead - hybrid -perm

Implementation Lead

Key Purpose of the Job

The role of the Implementation Lead is to be accountable and responsible for managing and implementing Phase 2 and Phase 3 of our ticketing system. This is a multi-skilled role requiring the post holder to be manage the project but also to be hands on in the implementation of the software and services.

Working with key business process owners, your role is to lead the introduction of new capabilities and processes within ZSL as they relate to ticketing sales, membership schemes and financial reconciliation.

You will work as part of the project team that is delivering projects to ensure any the solution is aligned with our processes, business rules and IT systems.

Main Duties and Responsibilities

• Leading a team to implement subsequent phases of our Tessitura ticketing system.

• Working closely with the business to ensure supporting systems can support future and existing business processes. Where necessary designing processes to best use the functionality of the supporting IT solutions.

Identifying and managing through to resolution issues and problems.

Reviewing and updating processes, with the Subject Matter Expert, as required

Leading the specification and maintenance of Standard Operating Procedures

Helping to train users and superusers of the product on features and functions.

Hands on implementation of the software product including but not limited to configuration, change requests, problem management, BAU activities, reporting etc.

Expectations of job holder

• To ensure that the policy for equality of opportunity is adhered to and promoted in all aspects of the post holder s work.
• To ensure effective quality control and continuous improvement in all aspects of the work and responsibilities attached to this post.
• Demonstrate professionalism towards sensitive and confidential information.
• To comply with and promote Health and Safety policies and procedures and to undertake recommended Health and Safety training as and when necessary.
• To be committed to professional self-development, through participation in in-service training as necessary for the successful carrying out of the job.
• To undertake such other duties as are commensurate with the grade of the post.

Person Specification

• Have whole business focus and understanding.

• Able to engage and communicate across all levels of the business, be able to work well under pressure and have excellent attention to detail.
• Collaborative nature, can build relationships, able to adapt approach to problem solving to reflect the nature of the audience and work well with peers.
• Flexible and pragmatic to achieve goals.
• Ability to engage and influence colleagues.

• Able to command the respect of senior stakeholders at board and steering group.
• Proven experience of business analysis including requirements analysis, workflow and process analysis, using workshops, team and one-to-one discussions
• Able to apply knowledge of system functionality to support processes
• Proven experience of leading on significant implementation of applications software.
• Proven experience of working within project teams and environments, using Prince 2 methodology, MS Project and Visio tools
• Able to establish good working relationships through excellent communications skills and the ability to interact with staff at all levels of the business.

Qualifications & Experience

• Demonstrable previous experience with successfully leading the implementing of enterprise SaaS(Software as a Service) products.
• Previous ticketing experience an advantage.

Experience in improving organisational processes (lean systems thinking) (desirable)

Knowledge

• Strong understanding of organisational processes and data along with strong knowledge of different approaches to service delivery is key (desirable).
• Good technical skills and capabilities in a Microsoft environment including SQL.
• Ticketing system knowledge an advantage.

Strong understanding of implementing enterprise system.

Skills & Abilities

• Project management and Implementation skills.
• A team player able to work collaboratively across reporting lines.
• Able to organise the ideas and thoughts of others into a logical set of steps and processes.
• Ability to identify areas where changes to processes and supporting systems would deliver business benefit.

• A clear writing style to present recommendations for changes and the necessary supporting analysis.
• Ability to be flexible and modify work approach to meet changing business priorities.

Other Requirements

• While predominately a Monday to Friday role, there is a need to work occasional weekends or evenings during go live periods.
• The role is primarily remote with the occasional attendance in London where necessary for project delivery.