Appello Careline Limited.

SERVICE/SYSTEMS OPERATIONS LEAD Ready to take the lead in keeping cutting edge IT systems running at peak performance? We're looking for a technical expert to own and enhance our voice, data, and cloud environments-solving complex issues, shaping future improvements, and guiding our Third Line team. If you thrive on challenge, innovation, and making an impact, this is where you belong. Hours: 35 hours per week; Shift pattern: Monday - Friday; Salary: up to £60,000 pa; Location: Hybrid New Milton - expectation in office after initial training 1-2 days per month; Training: up to 2 weeks initially on site; Start Date: June/July 2026. This role is a UK based role and any hybrid/remote work must also be within the UK. BENEFITS 175 hours holiday pa plus Bank Holidays Private Medical Insurance- Individual Cover We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more 24/7 employee assistance programme with an easily accessible app! Family and friends' discounts on our services & products Pension Scheme, up to 4% Company matched Free on-site parking ABOUT YOU You're an experienced technical specialist who thrives on solving complex problems, owning advanced issues, and keeping critical systems running smoothly. You're confident working across SIP, cloud, servers, and networks - and you bring a proactive, analytical approach to everything you do. You're also someone who enjoys sharing your knowledge, supporting others, and being the expert people turn to when things get challenging. ESSENTIAL (What You'll Bring) 3-5 years' experience in a third line IT support role, handling escalations and advanced troubleshooting. Strong hands on expertise with SIP based communication systems, including VoIP and related technologies. Solid Linux knowledge and experience administering server environments. Proven experience managing and supporting infrastructure within AWS Cloud services. Ability to diagnose complex SIP signalling, call quality, and NAT traversal issues. Skilled in using SIP analysis tools such as Wireshark, SIP traces, or packet analysers. Strong understanding of TCP/IP, DNS, DHCP, VLANs, and firewall rules impacting SIP traffic. Working knowledge of AWS Lambda or Bash. Solid grounding in the ITIL framework, with experience following ITIL-driven processes and controls. DESIRABLE (Nice to Have) Experience working with Technology Enabled Care Services (TECS) or SmartTEC environments. Advanced familiarity with diagnostic tools such as Wireshark or SIP trace utilities. Any exposure to Node.js or application-level debugging. WHAT YOU WILL BE DOING In this role, you'll take ownership of our most complex technical challenges and play a key part in keeping our systems resilient, high performing, and ready for the future. You'll work across cloud, network, voice, and server environments while supporting the growth of our wider support team. ADVANCED TECHNICAL SUPPORT Take the lead on diagnosing and resolving complex hardware, software, and network issues escalated by Tier 1 and Tier 2 teams. Carry out deep root cause analysis to eliminate recurring problems and improve system reliability. Manage high impact incidents, ensuring swift resolution and minimal business disruption. Oversee server fault analysis across cloud and on prem environments, including Linux/Windows server management. Troubleshoot applications-including those written in Node.js-and manage over the air firmware updates. Monitor performance across AWS and Azure, taking proactive action to prevent downtime. Work confidently within the ITIL framework to maintain service quality and compliance. SIP, NETWORK & SYSTEMS MANAGEMENT Maintain and optimise SIP based platforms, including VoIP and VoLTE solutions. Configure and manage SIP trunks, ensuring seamless integration with PBX systems and providers. Investigate and resolve advanced SIP issues-from call routing failures to quality degradation. Analyse and optimise network configurations impacting SIP traffic, including firewalls, NAT, and QoS. KNOWLEDGE SHARING & TEAM DEVELOPMENT Act as a technical mentor to first- and second-line teams, helping grow their skills and confidence. Produce clear, high quality documentation, including troubleshooting guides and system diagrams. Collaborate with Service Management to ensure all SysOps activities follow ITSM standards and processes. SUPPLIER & VENDOR COLLABORATION Work closely with third party suppliers to resolve complex issues efficiently. Support the management of SLAs and maintain strong working relationships with external partners. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .

BUSINESS SYSTEMS & INSIGHTS ANALYST Join our growing Data & Analytics team and help shape the future of data-driven decision making across the business. Hours: 35 hours per week Shift pattern: Monday to Friday 09:00-17:00 Salary: up to £50,000 per annum dependent on experience Location: Remote but with occasional travel to our offices in New Milton and Norwich This role is a UK based role and any hybrid/remote work must also be within the UK. Start Date : June/July 2026 For this role, you need 5mpbs upload and 15mpbs download internet speed Appello Perks 175 hours holiday pa. Private Medical Insurance - Individual Cover We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more 24/7 employee assistance programme with an easily accessible app! Family and friends' discounts on our services & products Pension Scheme, up to 4% Company matched Free on-site parking What we are looking for We're searching for a detail-driven Business Analyst with a passion for turning complexity into clarity. Here's what will make you successful in this role: Essential Experience 3+ years as a Business Analyst within data, analytics, digital, or technical teams. Proven ability to capture requirements and translate them into clear, structured documentation. Skilled in mapping business processes and documenting data flows or source system logic. Exposure to reporting, KPIs, and operational metrics. Experience working across multiple business functions and managing diverse stakeholder needs. Desirable Experience Familiarity with BI tools (Tableau, Power BI) for validation and basic data exploration. Knowledge of CMDBs, asset inventories, or operational data structures. Experience in data governance, glossary management, or data-quality frameworks. Qualifications Bachelor's degree in Business Analysis, Information Systems, Data/Computer Science, or related field. Training or experience in Agile methodologies. Bonus: BCS BA Diploma, IIBA CCBA/CBAP, Microsoft DP-900 or PL-300 certifications. Skills & Knowledge Strong in requirements gathering, user stories, acceptance criteria, and documentation. Ability to connect end-to-end business processes with data flows. Analytical mindset with conceptual understanding of data. Comfortable working with structured data, definitions, and KPI logic. Excellent communication and facilitation skills. Bonus: Basic SQL, understanding of modern data platforms (Data Lake, Synapse, ETL), and experience with Azure DevOps or Jira. Personal Attributes Highly organised, detail-oriented, and proactive. Confident engaging with both technical and operational stakeholders. Independent, curious, and eager to understand how processes and data interact. Comfortable in fast-paced environments and open to challenging the status quo constructively. The role In this role, you'll work across all areas of the business to uncover processes, map data flows, and define reporting needs. Your mission? Turn complex operations into clear, actionable requirements that power high-quality data products from CMDB structures and curated datasets to business-ready KPIs and operational reports. You'll play a key role in standardising terminology, improving data quality, and shaping metrics that matter. Collaborating with stakeholders, facilitating workshops, and supporting adoption, you'll ensure every data product delivers real value and insight. If you love connecting the dots and making data work smarter, this is the role for you! What You'll Be Doing Requirements Gathering & Documentation Work with stakeholders across all departments to understand data, processes, and reporting needs. Capture requirements for new data products, CMDB structures, KPIs, and reporting logic. Produce clear and structured documentation, user stories, acceptance criteria, process maps, and data definitions. Document data flows, source systems, and operational processes to support accurate modelling and reporting. Maintain organised documentation that is accessible and reusable for the wider Data & Analytics team. Data Quality, Definitions & Metric Support Collaborate with SMEs to define and validate KPIs, business terms, and calculation logic. Assist in maintaining a consistent business glossary and data dictionary. Support source-to-target mapping and identification of inconsistencies or data-quality issues. Investigate data anomalies with analysts/engineers to understand root causes. Contribute to process improvements that enhance accuracy and consistency. Process Improvement & Delivery Enablement Analyse and document existing workflows to identify inefficiencies or gaps. Work with analysts and engineers to ensure requirements are understood and feasible. Support testing of new dashboards, APIs, datasets, or CMDB enhancements by validating outputs against requirements. Facilitate workshops, review sessions, and walkthroughs to align understanding across teams. Help manage small change requests and ensure smooth adoption of new data products. Stakeholder Engagement & Communication Build strong relationships across operational, commercial, and support teams. Communicate requirements, issues, and findings clearly to both technical and non-technical audiences. Assist stakeholders in understanding new reports, KPIs, and data structures. Gather feedback from users and channel it into actionable improvements for the Data & Analytics team. Ready to Apply If you are interested in this role please upload your CV and answer a few questions about yourself Equal Opportunity We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .

SERVICE DELIVERY MANAGER Take ownership of high impact, customer facing IT services and ensure they're delivered seamlessly and to the highest standards. As a Service Delivery Manager, you'll sit at the heart of service excellence-balancing operational performance, customer relationships, and continuous improvement. Hours: 35 hours per week Shift pattern: Monday - Friday 09:00-17:00 Salary: competitive salary Location: Hybrid New Milton (2/3 days a month) Start Date: June/July 2025 Please note that this role is subject to pre employment screening, including Right to work checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. This role is a UK based role and any hybrid/remote work must also be within the UK. For this role, you need 5mbps upload and 15mbps download internet speed. APPELLO PERKS 175 hours holiday plus bank holidays Private medical Insurance - Individual cover We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more 24/7 employee assistance programme with an easily accessible app! Family and friends' discounts on our services & products Pension Scheme, up to 4% Company matched Free on-site parking WHAT WE ARE LOOKING FOR EXPERIENCE Demonstrable experience delivering managed services Strong stakeholder engagement and relationship management capabilities Solid understanding of IT Service Management (ITSM) frameworks QUALIFICATIONS & TRAINING Relevant ITIL certification (desirable) SKILLS & KNOWLEDGE Strong service delivery capability with a customer first mindset Clear, confident communicator and strong team collaborator Excellent time management and organisational skills Interest in automation and improving service efficiency Strong leadership, interpersonal, and influencing skills, with the ability to lead decisively when required PERSONAL ATTRIBUTES Strategic thinker who can translate vision into practical, deliverable actions High energy, resilient, and confident operating in high pressure situations Skilled negotiator with the ability to handle sensitive matters with tact and diplomacy Comfortable working independently while collaborating effectively with wider teams Highly organised with strong attention to detail and ability to manage competing priorities Customer focused, adaptable, and solutions driven with strong analytical and problem solving skills THE ROLE The Service Delivery Manager is responsible for the end to end delivery of customer facing IT services, ensuring contractual commitments, service level agreements, and customer expectations are consistently met and exceeded. Acting as the primary point of accountability, the role oversees service performance, leads regular service reviews, and fosters strong, collaborative relationships with customers and internal delivery teams. You will manage service contracts and SLAs, maintain comprehensive service documentation and review packs, and work closely with Service Assurance to identify, agree, and deliver Service Improvement Plans. During major incidents, you will play a key role in maintaining service stability through clear, confident customer communication. Championing ITIL best practices, the role also supports the transition of new and changed services into live operation, ensuring services are fully operationally ready from day one. This is a hands on, customer focused role that blends service management expertise with proactive engagement, focused on delivering high quality managed services and continuously strengthening customer relationships. SERVICE PERFORMANCE & SLAS Own end to end service performance against contracts, SLAs, KPIs, and targets Lead by example with hands on, customer focused leadership and problem solving Lead contract and SLA reviews, producing accurate Service Review Packs Monitor performance, incidents, and trends to identify risks and improvement opportunities INCIDENT, PROBLEM & SERVICE STABILITY Support major incidents with a strong focus on customer communication and expectation management Ensure Post Incident Reviews are completed and recurring issues are reduced SERVICE & CONTINUOUS IMPROVEMENT Identify service improvement opportunities using customer feedback and service data Support or lead Service Improvement Plans with Service Assurance and operational teams Report progress and outcomes to key stakeholders STAKEHOLDER ENGAGEMENT & ITIL Act as the primary operational interface for customers and internal delivery teams Champion ITIL aligned ways of working and support service transition for new and changed services EEO STATEMENT We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .

Appello Careline Limited. is seeking a Service Delivery Manager to ensure high-impact IT services are delivered seamlessly. The role involves balancing operational performance and customer relationships while overseeing service performance and managing service contracts. Candidates should have a solid background in service delivery, strong communication skills, and relevant ITIL certification. This hybrid position requires effective leadership and a customer-focused approach.

A technology care service provider in New Milton is seeking a Systems & Operations Engineer to ensure mission-critical systems run smoothly. You will leverage your expertise in third-line IT support, AWS, and various programming languages. Your responsibilities will include diagnosing technical issues, serving as the escalation point, and leading the third-line support team. The position offers a hybrid work model with 35 hours a week and a competitive salary of up to £50,000 depending on experience.

A leading service provider in the United Kingdom is seeking a SERVICE DESIGN AND CONFIGURATION MANAGER. The role involves overseeing the design and integrity of services while managing IT changes. Responsibilities include creating Service Design Packages and ensuring compliance, security, and operational readiness. The ideal candidate has substantial experience in ITIL environments and is passionate about driving improvements. The position offers a hybrid work model with a salary up to £50,000 annually.

SERVICE DESIGN AND CONFIGURATION MANAGER Turn complex IT change into seamless live services. Own service design, configuration integrity, and controlled transitions. Make a visible impact across engineering, delivery, and operations. Hours: 35 hours per week Shift pattern: Monday to Friday 09:00-17:00 Salary: up to £50,000 per annum dependant Location: Hybrid New Milton (expected in office 2/3 days a month) Start Date: May /June 2025 ️ Note: This role is subject to pre employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. This role is a UK based role and any hybrid/remote work must also be within the UK. For this role, you need 5 Mbps upload and 15 Mbps download internet speed Appello Perks: 175 hours holiday plus bank holidays Private Medical Insurance - Individual Cover We offer discounts on groceries, shopping, holidays, insurance, days out, restaurants and more 24/7 employee assistance programme with an easily accessible app! Family and friends' discounts on our services & products Pension Scheme, up to 4% Company matched Free on-site parking ABOUT YOU You're a confident IT service leader who thrives on structure, collaboration, and continuous improvement. You turn complexity into clarity and ensure services are designed, governed, and delivered to a high standard. What We Are Looking For EXPERIENCE & LEADERSHIP Proven experience delivering IT services in multi sourced environments with a strong customer focus Comfortable building and managing relationships with senior stakeholders, suppliers, and internal teams Experienced in ITIL based service management environments A people focused leader with strengths in coaching, performance management, and capability building Passionate about continual service improvement and service optimisation KNOWLEDGE & SKILLS Strong background in Service Design and Configuration Management Solid understanding of CMDB processes, data quality, and controls Excellent communicator-able to translate technical detail into business friendly language Highly organised with strong time management and prioritisation skills Interested in automation and improving how things work Curious about new and emerging technologies and keen to keep learning HOW YOU WORK Strategic thinker who can turn direction into practical, deliverable action Confident and resilient, with the ability to lead decisively under pressure Skilled negotiator, handling sensitive topics with tact and diplomacy Equally effective working independently or as part of a wider team Detail focused, analytical, and strong at problem solving Customer driven, adaptable, and committed to high service standards NICE TO HAVE Relevant ITIL certification(s) Experience with service automation THE ROLE This role sits at the heart of IT change-making sure new and updated services are designed right, fully documented, and ready for live operation. You'll bring structure, clarity, and control to service transitions while keeping compliance, security, and operational readiness front of mind. ️ WHAT YOU WILL BE DOING You'll lead the creation of Service Design Packages, own service configuration integrity, and ensure everything from SLAs to CMDB records is accurate and audit ready. Working closely with engineering, quality, programmes, and service teams, you'll turn complex change into smooth, reliable services. CONFIGURATION & GOVERNANCE From spotting gaps in configuration data to keeping records aligned with internal processes and external audits, you'll be the go to expert for service configuration management-making sure nothing slips through the cracks. CONTINUOUS IMPROVEMENT You won't just keep things running-you'll make them better. By analysing service performance, trends, and feedback, you'll champion improvement initiatives and drive a culture of continual service excellence. READY TO APPLY If you are interested in this role please upload your CV and answer a few questions about yourself. OTHER INFORMATION We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .