Application Support Manager

Application Support Manager – Maginus

Waterloo – Hybrid Working

Full Time

Permanent

Grade 4

You will manage the operational support, stability, and continuous improvement of the Maginus (Naveo) B2B ERP and Order Management platform through a hybrid role that combines technical understanding with strong service management capability. The role requires sufficient technical depth to interrogate and understand the Maginus system, including in‑house developed components, while also providing effective application support, vendor management, and service ownership across the wider support landscape.

Current subject matter experts will provide structured knowledge transfer and ongoing support, ensuring continuity of expertise while enabling the role to take full ownership of day‑to‑day service management and operational accountability.

• Own end‑to‑end application support and service management for the Maginus platform.
• Act as the primary IT service owner interface for Maginus with B2B business stakeholders.
• Manage the vendor relationship with Maginus (Naveo).
• Ensure effective support of integrations with enterprise systems.
• Oversee and develop two direct reports within the application support team.
• Provide service assurance for a platform used by approximately 750 colleagues.
• Support change, release, and upgrade activities.

• Experience in application support or service management.
• Ability to understand and interrogate complex application platforms and bespoke components.
• Vendor and SaaS service management experience.
• Experience supporting highly integrated enterprise platforms.
• Strong IT service management knowledge.
• Strong business and technical stakeholder engagement skills.
• Strong ownership and risk management mindset.
• Confident communication and escalation management skills.

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