GIS Application Service Lead

GIS Application Service Lead

Location: Falmer Brighton Hybrid working (2 days a week in office)
Contract Type: Permanent
Hours: Full Time

Salary: around 65000 depending on experience
On-Call Requirement: Participation in an out-of-hours support rota

About the Role

Were looking for an experienced GIS Application Service Lead to join our GIS Platform team. This is a key leadership role responsible for ensuring the operational stability support performance and continuous improvement of our GIS applications and associated technologies.

As a senior member of the team youll lead the delivery of high-quality application support services across a portfolio of GIS platforms that underpin wholesale customer journeys partner integrations and critical business operations. Combining technical expertise with service leadership youll oversee incident problem and change management processes while acting as a hands-on subject matter expert for Esri GIS technologies.

Working closely with technology teams business stakeholders and third-party suppliers youll ensure GIS services remain secure reliable well-governed and optimised to meet operational and customer needs. Youll also play a key role in driving continuous improvement initiatives and supporting the successful delivery of small-scale projects and service enhancements.

What Youll Be Doing

As GIS Application Service Lead youll:

• Lead day-to-day operational support for GIS platforms and associated technologies ensuring service levels and availability targets are consistently achieved.

• Coordinate and oversee Incident Problem Change and Service Request Management processes ensuring effective prioritisation communication and timely resolution.

• Own Problem Management activities driving root cause analysis and the progression from incident identification through to permanent resolution.

• Act as the primary escalation point for major incidents and service issues affecting GIS platforms and applications.

• Monitor platform and application performance proactively identifying risks trends and opportunities for improvement.

• Maintain platform documentation support procedures runbooks and audit-ready controls in line with departmental standards.

• Ensure GIS applications integrations and support processes comply with security regulatory and data protection requirements.

• Provide hands-on administration and technical support for GIS applications databases integrations and related technologies.

• Deliver small changes service improvements automation initiatives and integration enhancements to improve stability and efficiency.

• Build and maintain strong relationships with business stakeholders suppliers and external vendors.

• Support and develop GIS specialists and end users through coaching knowledge sharing and training.

• Participate in business continuity and disaster recovery planning testing and execution.

• Produce reporting documentation estimates and service insights to support governance and continual improvement activities.

• Ensure appropriate out-of-hours support coverage and operational readiness across the GIS support function.

• Support project delivery activities and undertake additional responsibilities as to meet team objectives.

What Were Looking For

Essential Skills & Experience

• Strong hands-on experience supporting and administering enterprise GIS platforms particularly within the Esri ArcGIS Enterprise and ArcGIS Online environments including:

• ArcGIS Enterprise (Portal Server and Enterprise Geodatabases)

• ArcGIS Pro

• ArcGIS Workflow Manager

• ArcGIS Field Maps

• At least one recognised ITIL qualification.

• Practical experience of Incident Problem Change and Service Request Management processes.

• Leadership experience within a matrix management environment.

• Proven ability to lead coordinate and develop high-performing technical and support teams.

• Strong stakeholder management and relationship-building skills.

• Ability to communicate complex GIS and technical issues clearly to both technical and non-technical audiences.

• Excellent organisational and prioritisation skills particularly in fast-paced operational environments.

• Strong written and verbal communication skills.

• A proactive self-motivated approach with a focus on service excellence and continuous improvement.

Desirable Skills & Experience

• Experience within the Water and Wastewater sector particularly in regulated or asset-intensive environments.

• Experience supporting Esri web and mobile applications including:

• ArcGIS Field Maps

• ArcGIS Dashboards

• Survey123

• Experience Builder

• Web AppBuilder

• Experience delivering support services for asset management operational or enterprise systems integrated with GIS.

• Experience supporting spatial integrations and FME-based data workflows.

• Knowledge of mobile workforce solutions and field-based technologies.

Our Commitment to Diversity

We welcome applicants from all backgrounds identities and experiences. We do not discriminate based on race ethnicity gender sexual orientation age disability religion or any other protected characteristic. If you need reasonable adjustments during the recruitment process please let us know.

Additional information:

In line with Southern Waters security requirements successful candidates will be required to provide evidence of their identity eligibility to work in the UK criminal record check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all preemployment checks including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting which may involve providing additional documentation.