Application Support Manager

Location: Hybrid working from our Bradford office

Job Type: Permanent | Full-time, 37.5 hours per week

As part of an exciting period of growth, we’re looking for an experienced IT Applications Support Manager to join our Tech team.

This is a key leadership role responsible for ensuring the stability, performance and resilience of our enterprise applications used across our Housing and Care organisation. You’ll lead the Applications Support team, overseeing operational support, service quality and continuous improvement across a broad application landscape, containing everything from HR, finance, care, housing and service management platforms.

As part of Service Operations and working closely with Engineering, Change Delivery teams and third-party suppliers, you’ll help ensure our application services remain available, reliable, secure, and fit for the future.

• Lead and develop the Applications Support team, through strong people- centred values and behaviours and wide technical knowledge.
• Coordinate and Manage incidents, technical escalations and service performance across enterprise applications
• Ensure services are delivered in line with SLAs and operational standards
• Drive service improvements across monitoring and support processes with particular focus on automation and cross-skilling efficiencies.
• Collaborate closely with internal teams and suppliers to support service continuity, service transition and operational readiness
• Take a leading role in application upgrades, maintenance and lifecycle activities

• Experience leading an applications or technical support team within a large organisation.
• Strong understanding of enterprise application support across varied SaaS, and hybrid environments.
• Experience of working in a structured and cohesive way with multiple key application platform partners.
• Strong understanding of supporting batch operations, scheduled task and Data-Load based platform activities.
• Excellent standard of knowledge across typical application-based workflow and logic.
• Strong experience managing incidents, problem investigations and operational service delivery across ITIL-aligned service management practices
• Strong communicator, stakeholder management and problem-solving skills
• Housing and Care platform support experience (Northgate, MS Dynamics 365)
• Microsoft Stack knowledge including Dynamics 365, Azure Dev Ops and Windows environments.
• ITIL v3 or v4 certifications
• Good Experience with Service Now configuration, workflow and automation improvements or similar ITSM/ESM platforms.
• Microsoft or platform-specific certifications