Applicaiton Support Manager

The role: Application Service Manager

Join our Digital Delivery team ! Be a pivotal force in shaping our application support environment. In this role you'll work closely with our product teams to drive agile change and implement SAFe methodologies. Your role is essential in ensuring flawless planning, implementation, and support of our applications, contributing significantly to our digital transformation and operational excellence.

What you'll do:

• Oversee the team responsible for delivering business-as-usual (BAU) information, guiding the development and implementation of system improvements, and leading agile delivery for production support requests.
• Ensure the inclusion of support and non-functional requirements in epics and determine how capabilities will be supported.
• Provide expertise in AWS optimisation to improve cloud-based functionalities.
• Lead the configuration and maintenance of SharePoint Online and other specified systems.
• Define and implement streamlined support processes, operating procedures, and best practices for application management.
• Lead the liaison for business change related to system updates and changes involving the team.
• Act as a key decision-maker on the performance of team and make recommendations to IT leadership for service improvements.
• Cultivate relationships with customers and partners, maintaining a 'community of users' network.
• Lead and manage the Applications Support team, ensuring effective communication, prioritisation, and alignment with BA values.
• Demonstrate exceptional interpersonal and communication skills, facilitating cross-functional collaboration and building positive relationships.

What you'll bring:

• A comprehensive understanding of a range of off-the-shelf (OTS) applications like Microsoft suite, D365, MS Teams, SharePoint, and Azure DevOps, as well as legacy technology systems.
• Technical ability to triage incidents and change requests effectively.
• Experience in ITIL service management, with a minimum of foundation-level certification.
• Familiarity with Windows 7/10, SCCM, Office 2013/2016, Active Directory, Group Policy, Antivirus, and hardware.
• Understanding of the Software Development Life Cycle, preferably Agile.
• A dynamic, problem-solving approach with the ability to build a positive working environment.
• Proficient written and spoken English.

Your experience:

• Experience leading an IT or Application Support team.
• Extensive background in reporting, trend analysis, problem and organisational change.
• Experience in training end users and collaborators on applications.
• Skilled in documenting fixes for recurring incidents and requests.
• Experience working with third-party vendors and suppliers.
• Background in digital product and product teams, with exposure to SAFe Agile considered a distinct advantage.
• Experience with strict SLAs and delivering on them.