Linux Systems Manager - SaaS About Xchanging Xchanging is a business process and technology services provider and integrator. Listed on the London Stock Exchange (LSE:XCH), we have over 7,500 employees in ten countries, providing services to customers in 48 countries. We specialise in Insurance, Financial Services, Technology and Procurement, with processing skills and capabilities applicable to other vertical industry and market sectors. About Xchanging Procurement sector As an employer of choice, we continually seek to balance the needs of our people with the requirements of our business. Our internal training programmes are highly respected throughout the insurance market. We take a long-term view to developing talent through innovative training and professional qualifications and encourage career planning at all levels. Xchanging offers a full range of business processing outsourcing services offering an extensive suite of exciting career development opportunities both in insurance and our other sectors. Role Purpose Reporting to the CIO of XPS, the XPS Systems Manager will have overall responsibility for the integrity of the products and systems in their remit, ensuring Production availability and adherence to SLA and the quality of any changes. The XPS Systems Manager has responsibility for the 3rd Parties and the quality of their services relating the development and support of products in their remit. The XPS Systems Manager has line management responsibility for internal staff as assigned and as applicable. Key Accountabilities Product Development Assurance The XPS Systems Manager is accountable for ensuring that product developments are fit for purpose; adhering to standards, developed for supportability and scalability and also transitioning into the Production environment effectively. Recognised within XPS and by stakeholders as owner of all products in their remit, therefore a go-to person for all change activities in conjunction with the Product Managers. Implementing change and maintaining production integrity for each of the products within their area of responsibility Liaising with all relevant stakeholders within XPS (e.g. Strategy and Architecture, Change and Product Management) Maintaining an overall implementation plan, including pipeline demand Managing management expectations and completing reporting schedule to all key stakeholders Embedding delivery methodologies and procedures in the overall culture of the business through awareness training, aide memoir's and communications Ensuring user guides, disaster recovery plans and knowledge management requirements for appropriate applications are maintained Establishing effective support agreements with 3rd parties, including but not limited to monitoring, reporting and maintenance. Establishing effective development agreements with 3rd parties, including but not limited to quality, monitoring, and reporting. Maintaining regular contact with all 3rd party suppliers for relevant software services. Maintaining regular contact with all line reports, ensuring all training and pastoral obligations are met. Ensuring all completed solutions are accurate and adhere to requirements. Managing and coordinating software change deliverables with a focus on maintaining the Production service, minimising downtime and conflicts that lead to service interruption. Ensuring all software change deliverables for managed products are complaint with the XPS Service Development Framework. Ensuring all monitoring and reengineering of products is complete to permit a proactive Production support operation. Managing application roadmaps and maintain pertinent supporting system version plan and schedule. Production Support The XPS Systems Manager is accountable for the integrity of the Production environment, ensuring that the Production environment is fit for purpose, performs to agreed SLAs, is supported in a proactive manner and production support governance protocol is adhered to. Recognised within XPS and by stakeholders as owner of all products in remit, therefore a go-to person for all Run activities Undertaking regular application performance reviews and manages all future proofing tasks to ensure Production systems meet agreed delivery SLAs Maintaining and develop the support capability for pertinent products, establishing a Knowledge management capability Ensuring adherence to support processes and procedures Prioritising resources during periods of high incident volumes and maintain flexibility within the team to respond to critical production issues Managing executive expectations, particularly the SaaS business unit owner and completing reporting schedule to all key stakeholders including SLA adherence Managing improvement programmes for system monitoring and alerting capability and focus on advancement to a proactive Support operation Supporting disaster recovery plans and test exercises Ensuring all relevant products comply with XPS Service Readiness process and quality gates included in XPS Service Development Framework for all managed systems Ensuring the completion of Non-Functional Requirements all products so they adhere to SDLC Establishing effective support agreements with 3rd parties, including but not limited to monitoring, reporting and maintenance. Maintaining regular contact with all 3rd party suppliers for relevant software services. Motivating and performance managing team members in accordance with Xchanging's policies and procedures. This includes participating in the Company's Talent Management System which encompasses, appraisals, talent reviews, succession planning etc Motivating team members and leading by example to engage in high standards of quality Setting and maintaining the highest professional standards for themselves and team member(s) and embedding the Xchanging values in the behaviour of their team Recognised as an ambassador for the Company, a role model and responsible for morale in the team Reviewing, assessing and critiquing the quality of documentation produced by the team or 3rd parties. Working in partnership with the Training department to ensure all team members have equal access to training opportunities in order for them to can reach their full potential Act as a coach/mentor to team members; listen and offer support, advice, assistance and encouragement Maintaining regular customer contact through face-to-face and written communication Defending and articulating our position clearly either orally or in writing in an appropriate style to safeguard reputations and customer relations Dealing with customer queries professionally and expeditiously creating an environment where peers recognise positive service and respect for customers Recognise opportunities for improvement and champion change management initiatives and motivate team members to embrace change.