GIS Application Service Lead

Closing Date:

GIS Application Service Lead

Location:

Falmer, Brighton – Hybrid working (2 days a week in office)
Contract Type:
Permanent

Hours:

Full Time
Salary: around £65,000 depending on experience
On-Call Requirement:
Participation in an out-of-hours support rota

We're 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, you'll 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, you'll 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, you'll ensure GIS services remain secure, reliable, well‑governed, and optimised to meet operational and customer needs. You'll also play a key role in driving continuous improvement initiatives and supporting the successful delivery of small‑scale projects and service enhancements.

As GIS Application Service Lead, you'll:

• 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 required to meet team objectives.

• 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…