Manager, Application Support & Service Operations Christie's On-site Technology & Digital

Full time

Christie’s, the world’s largest Art Business, is an incredibly exciting & enriching place to start or continue your career. Whether you work within one of our Specialist Art Departments, or in one of our more Operational teams, we are all working together with one common goal in mind: to continue the success of this 250 year old company, steeped in history, bringing fresh ideas whilst not forgetting our shared values;
Integrity, Excellence, Innovation, Responsibility & Relationships. Colleagues across all departments are truly passionate about what they do and it is inspiring to work with industry leaders across our business.

Christie's is seeking an experienced and highly collaborative Director of Application Support & Service Operations to lead global Application Support, wider service operations, vendor governance and Christie's Technology Group (CTG) financial operations. Approximately half of

is focused on the effective day-to-day operation of Application Support services, including incidents and requests, application health, vendor delivery, release readiness, stakeholder communication, service reporting and continual improvement. The remaining remit supports the VP, Global Head of ITSM & Application Support across Major Incident, Problem, Change, Knowledge, Service Request and Service Level Management, Service Now governance, vendor governance, annual CTG budgeting, monthly invoice processing, operational controls and cross-team improvement.

The successful candidate will act as a trusted operational delegate, providing leadership continuity, driving accountability and translating strategy into measurable outcomes.

This is a leadership-focused role rather than a primarily hands-on engineering position.

Application Support Operations Provide day-to-day leadership and oversight for global Application Support across a complex portfolio of business-critical applications. Coordinate internal application and product teams, infrastructure, security, service-management functions and external support providers. Maintain visibility of incidents, requests, problems, changes, releases, risks, escalations and operational dependencies. Act as a senior escalation point for critical application issues and provide delegated operational coverage when required.

Maintain an accurate view of application service health, support coverage, critical dependencies and operational risk. Ensure support arrangements remain appropriate for global sales, releases, peak periods and other business-critical events. Incident, Major Incident and Escalation Management Participate in or lead Major Incident bridges, engaging technical owners, vendors and business stakeholders at the appropriate time. Ensure records contain accurate business impact, technical findings, decisions, actions, resolution details and closure evidence.

Ensure lessons from major incidents result in problems, known errors, knowledge, monitoring, controls or automation. Problem Management and Continual Improvement Identify recurring incidents, high-impact trends and service weaknesses requiring formal Problem Management. Ensure problems have accountable owners, target dates, root-cause activity, workarounds and corrective actions. Challenge incomplete root-cause analysis or stalled remediation and track repeat-incident reduction.

Maintain a prioritized improvement backlog with measurable outcomes and closure evidence. Promote automation, monitoring, knowledge and workflow improvements that reduce avoidable support demand. Release, Change and Operational Readiness Ensure releases and material changes have defined support ownership, runbooks, monitoring, escalation routes, knowledge, training, communications and rollback plans. Include Application Support in planning, testing, deployment, stabilization and transition-to-support activities.

Knowledge and Support Enablement Ensure teams maintain accurate knowledge, procedures, troubleshooting guides, support models and escalation matrices. Embed knowledge creation and review into incident, problem, change, release and service-

practices. Identify documentation gaps that cause repeat demand, delayed resolution or dependency on individuals. Confirm effective onboarding and knowledge transfer for new internal and vendor resources. Wider Service Operations Ensure processes are documented, understood, consistently followed, measurable and supported by…