Application Services Manager

Job Description

Application Services Manager

Contract: Permanent, Full Time

Salary: £45,000 - £50,000 with excellent benefits

Location: London, UK

Hybrid Working: A minimum of 40% of working time is spent face to face, either in London office, or as a result of external engagement or travel for WaterAid. WaterAid is located at Canary Wharf, London and this will be your location and contract base. In order to apply for this post, you must be able to demonstrate your eligibility to work in the UK.

About WaterAid:
Want to use your skills in the Application Services Team to play a vital role in making clean water, decent toilets and good hygiene normal for everyone everywhere?

We need passionate, creative and dedicated people. In return, you will be encouraged and empowered to be yourself at your very best. Together, we will make a bigger difference.

Join WaterAid as Application Service Manager to change normal for millions of people so they can unlock their potential, break free from poverty and change their lives for good. On top of that you'll be joining a 2020 Great Place to Work® award-winning organisation.

About the Team:
The Application Services Team is responsible for the day-to-day running of WaterAid's CRM and data integration systems. This responsibility requires that the team manage the input of data from external sources (import files from multiple sources) via the Integration Hub and for the output of key financial processes such as Gift Aid and Direct Debit claims while ensuring that the systems are always available to users and that security and access are managed in accordance with best practice. The team also hosts the Application Services Support function, providing resolution to the majority of Application Services Team related cases and appropriately allocating cases to members of the team.

About the Role:
In this role, you will provide influential leadership and active management to the Application Services Team as well as working as part of a wider team to help define the strategic direction of the Systems Team as a whole, and the development of the systems that we utilise to support the WaterAid's achievement of its objectives.

You'll also:

• Take operational responsibility for the administration of the CRM and associated systems
• Be responsible for running WaterAid's Direct Debit and Gift Aid processes that contribute in excess of £2.5 million per month
• Coordinate work requests from across the organisation, managing and directing them effectively through to successful conclusion with stakeholders
• To lead on the development of best practice processes for the capturing and storing of supporter information in our CRM system
• To take overall responsibility for the support function Performance & Insight Team support function, ensuring users receive an excellent service

About you:
You will have at least 2 years' experience in a similar role, managing a CRM and its support team. You will be highly IT and data literate with excellent experience for running ETL processes, providing broad system support and providing specific guidance in system use.

To be successful, you'll need:

• Extensive experience of maintaining and administering a CRM system and working with large and complex sets of data
• To demonstrate significant experience managing large, mission critical ETL processes like Direct Debits and Gift Aid
• Experience managing a highly skilled data team: motivating; developing; inspiring; and mentoring individuals

Closing date: Applications will close at 23:59 on 23rd January 2024. Shortlisting and interviews may take place on a rolling basis and the application process will close if a suitable candidate is found before the advertised closing date.

How to Apply: To see the full job pack, please click 'Apply'. Please apply by submitting your CV and a cover letter in one document in either Word Document or PDF format.

Pre-employment screening: To apply for this post, you must be able to demonstrate your eligibility to work in the UK. All our vacancies require a basic Disclosure and Barring Service (DBS) check to comply with our Safer Recruitment policy.

Our Benefits:

• 36 days' holiday (including 8 Bank Holidays)
• Option to buy an extra 5 days annual leave
• We offer a generous pension plan with employer contribution of up to 10%
• Wide range of flexible and agile-working arrangement
• Season Ticket Loan
• Free annual eye tests
• Pay as You Give charitable giving scheme
• Enhanced Maternity and Adoption/Surrogacy pay, Shared Parental Leave and Paternity Leave
• Sabbaticals
• Volunteer Day

Our Commitment

Our People Promise:

We will work with passion and focus to ensure safe and sustainable water, toilets and hygiene are available to everyone, everywhere. WaterAid is a place of purpose - where people have a real commitment and shared responsibility for the impact we have. We are a global community with diverse backgrounds and perspectives, motivated by inspiring, stimulating work. We are determined to put the wellbeing of our people first, to be a place where people feel safe and able to contribute their voice and truly live our values.

Equal opportunities:

We are an equal opportunity, disability-confident employer and are dedicated to achieving the highest standards of diversity, equity and inclusion. We welcome applications from people of all backgrounds, beliefs, customs, traditions and ways of life. This includes, but is not limited to, race, gender, disability, age, sexual orientation, religion, national or social origin, health status, and economic or social situation.

Safeguarding:

We are also committed to protecting everyone we come into contact with. We have a zero-tolerance approach to abuse of power, privilege or trust across our global work, and any form of inappropriate behaviour, discrimination, abuse, bullying, harassment, or exploitation. Safeguarding the people and communities we work with, our staff, volunteers and anyone working on our behalf is our top priority, and we take our responsibilities extremely seriously.