Support Delivery Consultant

  • Orchard Information Systems
  • UK
  • Jul 11, 2019
Full time Customer Service Information Technology

Job Description


Competitive Salary and Benefits

Job Role

Reporting to the Services Delivery Manager, you will be responsible for providing a full range of support and consultancy services to our customers who use our products for the delivery and management of their services.

The role of the Support Delivery Consultant is wide ranging, challenging and rewarding. You will be working within the Service Delivery Team, taking a proactive approach which will involve taking full ownership of support incidents, managing resolutions with the resources made available to you and where necessary, establishing remote connections to customer systems to identify pertinent information and where appropriate, making configuration changes to achieve a resolution for the customer.

About Orchard

Orchard  is a business full of great, talented people, which is based at the heart of Newcastle city centre in vibrant office space. We are constantly working to ensure that we create a happy environment for our staff to learn and develop. We operate within an incredibly important sector, with our customers providing affordable homes to those often most in need of social housing. Our software and services can really help to improve the lives of those in need. We believe in recognising that our people have valuable skills to help our business to succeed and enjoy celebrating our shared successes.

Principal Responsibilities

  • Take full ownership of support incidents, identifying cause and resolution, offering clear explanations to the customer within timeframes as detailed in our service level agreements
  • Update key stakeholders on a regular basis throughout the life of the support incident
  • Record all actions relating to support incidents in a clear and concise manner
  • Work with teams and individuals across the company to identify resolutions which maybe outside of your knowledge
  • Continuously strive to improve the level of support services provided to our customers
  • Provide expert implementation and business consultancy services and training for Orchard’s solutions, both on and off site, in accordance with project documentation, implementation guidelines and quality standards
  • Take ownership of tasks assigned, striving to deliver the best possible service
  • Demonstrate Orchard’s solutions to prospective and existing customers, proposing recommendations to meet their business requirements
  • Produce and maintain internal and customer facing documentation to a high standard, including solution designs, project documentation, user and configuration guides and technical specifications
  • Follow project plans as agreed with customers, project managers and the Project Management Office (PMO), escalating any issues affecting project delivery
  • Provide feedback to Product Management and Development regarding issues that arise during service delivery
  • Contribute to the product development roadmap and strategy, helping to identify product gaps, suggesting enhancements and new solutions in line with sector and legislation changes
  • Communicate effectively with customers in a timely manner, providing documentation, updates and timescales for service delivery
  • Work with the Services Delivery Manager to identify new and innovative ways to deliver existing and new services
  • Keep abreast of your industry knowledge, supporting and training colleagues where required
  • Travel (incl. overnight stays) to customer sites, user groups and internal meetings as required in line with the company’s policies and guidelines
  • Any other related duties and responsibilities as requested by the company

Key Skills and Experience


  • Excellent knowledge of the housing sector with demonstrable experience of working with housing software solutions, either for or with Local Authorities, ALMO’s or Housing Associations
  • Positive, proactive and self-motivated with excellent interpersonal, communication and organisational skills
  • Capable of working as part of a team or alone with minimal supervision
  • Flexible attitude with excellent time management skills, willing to work away from home and outside of core hours where required
  • A quick learner who proactively looks to develop own knowledge
  • Capable of delivering messages clearly and concisely, in line with the audiences expectations and knowledge
  • Capable of delivering effective meetings and workshops, documenting them appropriately
  • Capable of demonstrating software solutions, effectively presenting themselves, the company and the product
  • Excellent computer skills with a good working knowledge of office based products
  • Capable of building and maintaining good collaborative working relationships with key stakeholders
  • Capable of working under pressure to achieve deadlines, manage expectations and change control


  • Knowledge and demonstrable experience of Orchard’s software solutions, including Orchard’s BPM   Toolkit
  • Knowledge and demonstrable experience of configuring database driven web based solutions
  • Knowledge of HTML, XML, Web Services and SQL
  • Previous experience in a support or consultancy role with a commercial awareness
  • Good working knowledge of the ITIL Service Management Framework



  • Full UK Driving License


  • Business Analysis, Requirements Gathering, Modelling Business Processes or similar certifications
  • Querying Data with Transact-SQL or similar certification
  • ITIL Foundation, Intermediate or Practitioner

Salary and Other Benefits

  • Salary commensurate with skills and experience
  • Company pension scheme
  • Permanent health insurance and life assurance
  • Westfield Health Cash Plan Scheme
  • 25 days holiday and an additional Birthday holiday

To apply for this role, please email with a CV and covering letter.

The company reserves the right to vary or amend the duties and responsibilities of the post holder at any time according to the needs of the company’s business.

Application Deadline

Jul 31, 2019