The Role

This position will lead and manage three critical IT functions: the Entrata Application Service Team, the End User Support Team, and administrative oversight of Corporate IT network and system resources based in London. This role requires strategic leadership, operational excellence, and a strong understanding of enterprise IT service delivery

Job Responsibilities

1. Entrata Application Service Management

• Establish and lead a dedicated team to support the Entrata application, ensuring high availability, performance, and user satisfaction.
• Oversee application lifecycle management including deployment, upgrades, incident resolution, and vendor coordination.
• Define and implement service level agreements (SLAs), KPIs, and continuous improvement initiatives.
• Collaborate with business stakeholders to align application capabilities with operational needs.

2. End User Support Team Leadership

• Manage the site end-user support function, ensuring timely and effective resolution of IT issues.
• Develop and enforce support policies, procedures, and standards to enhance user experience.
• Implement ITSM best practices and tools to streamline support operations.
• Lead training and development initiatives to build a high-performing support team.

3. Corporate IT Network & Systems Oversight (London)

• Provide administrative oversight for IT infrastructure resources located in London, including network, servers, storage, and security systems.
• Coordinate with infrastructure teams to ensure compliance, reliability, and scalability of systems.
• Support audits, risk assessments, and ensure adherence to corporate IT governance and cybersecurity policies.
• Act as the local escalation point for infrastructure-related issues and projects.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred.
• Minimum 10-12 years of experience in IT operations, with at least 3 years in a managerial role.
• Proven experience managing enterprise applications and end-user support teams.
• Strong understanding of IT infrastructure, network systems, and cloud technologies.
• Excellent leadership, communication, and stakeholder management skills.

Preferred Skills:

• Experience with Entrata or similar property management platforms.
• ITIL certification or equivalent service management credentials.
• Familiarity with global IT operations and cross-cultural team management.
• Strong analytical and problem-solving abilities