Appplication Support Manager

The Application Support Manager is responsible for the operational support, stability, and performance of the organisation’s business ‑ critical applications. Reporting into the Head of IT Operations, the role leads the application support function and ensures applications are supported effectively, incidents are resolved promptly, and services meet agreed availability and performance expectations.

The role acts as a key interface between IT Operations, application owners, vendors, and the business, ensuring applications are reliable, well ‑ controlled, and supported in line with service management and operational governance standards.

• Own the day ‑ to ‑ day application support service across the organisation.
• Ensure effective 2nd and 3rd line support models are in place for all supported applications.
• Maintain application availability, performance, and stability in line with business requirements.
• Act as an escalation point for high ‑ impact or complex application incidents.

• Lead the resolution of application ‑ related incidents, ensuring timely and effective outcomes.
• Drive problem management, including root cause analysis and preventative actions.
• Ensure recurring issues are identified, addressed, and reduced over time.
• Work closely with infrastructure, service delivery, and vendors during major incidents.

• Ensure application support processes align with IT service management practices (e.g. incident, problem, change).
• Maintain clear documentation, runbooks, and support procedures for applications.
• Ensure operational controls are in place to support audit, risk, and compliance requirements.
• Support internal and external audits by providing evidence of effective application controls.

• Line manage the application support team, setting clear objectives and priorities.
• Ensure appropriate skills, capacity, and resilience across the support function.
• Coach and develop team members, promoting a culture of ownership and continuous improvement.
• Manage workload, on ‑ call arrangements, and support coverage as required.

• Support application changes and releases from an operational readiness perspective.
• Ensure new or changed applications are supportable before go ‑ live (documentation, handover, knowledge transfer).
• Work with delivery, infrastructure, and vendors to ensure smooth transition into BAU support.
• Manage relationships with third ‑ party application vendors and support partners.
• Ensure vendor performance meets contractual and service expectations.
• Act as a key point of contact for business stakeholders on application support matters.
• Provide clear communication on incidents, service issues, and improvement initiatives.
• Produce regular reporting on application support performance, incidents, and trends.
• Identify opportunities to improve service quality, stability, and efficiency.
• Contribute to operational improvement initiatives led by the Head of IT Operations.

• Proven experience in application support or IT operations roles, including people management.
• Strong understanding of IT service management practices (e.g. ITIL).
• Experience supporting business ‑ critical applications in an enterprise environment.
• Strong incident, problem, and escalation management experience.
• Excellent stakeholder management and communication skills.
• Experience working in regulated environments.
• Experience managing third ‑ party vendors and application support contracts.
• Familiarity with ITSM tools (e.g. Service Now).
• Experience supporting application releases and transitions into BAU.

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non‑contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio‑economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate.

We encourage and welcome applicants from all diverse backgrounds.

We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.