Senior Applications Support Manager

Recruiter
Capita
Location
Birmingham
Salary
60000.00 - 65000.00 GBP Annual
Posted
16 May 2019
Closes
31 May 2019
Job Type
Manager
Contract Type
Permanent

The Senior Application Support Manager will be responsible for the overall management of the functional Application Support services (in excess of 300 customer facing applications), operating as part of the ICT Application Support management team and reporting directly to the Head of ICT Application Support.

This is an operational service delivery role which involves managing functional teams currently based within the UK.

As the manager for this function, you will ensure that your teams deliver a quality service to our customers, including growing and maintaining of relationships between Applications Support, key senior stakeholders within BCC and 3rd parties.

Key responsibilities:

  • Leadership and management of Application Support teams and their workloads

    • Achieve KPI/SLA targets and report accordingly.

    • Take appropriate action to resolve issues with operational delivery.

    • Create and maintain a plan of all current and future deliverables for the team.

    • Manage the roadmap for each application to ensure contract compliance.

    • Where appropriate design, implement and manage the mobilisation of new Local Government contracts.

  • Customer Relationship Management
    • Build strong relationships with the key customers.

    • Identify opportunities for operational improvements.

    • Manage communications in relation to key operational business incidents/changes.

    • Manage customer escalations, ensuring the right level of priority is applied to reach successful outcomes.

  • Supplier Relationship Management

    • Supplier management for all vendors within your remit.

    • Lead Supplier Review meetings.

    • Work with the Commercial Team to renegotiate contracts.

    • Reduce costs where possible.

    • Maintain documentation.

    • Work with suppliers to identify new opportunities that can feed the sales pipeline.

  • Quality Management

    • Employ best practice techniques so that quality is assured.

    • Ensure all changes are tracked through relevant environments (i.e. Dev -> Test -> Pre-Production -> Production).

    • Ensure the team understand and adhere to all Service Management processes (ISO 20000).

    • Support and own responses to internal and external audits as required.

    • Ensure that data within the CMDB is accurate and maintained.

    • Understand and contribute to the maintenance of TCO model (Spotlight).

  • Support Project Services in the delivery of projects

    • Plan and manage resources to cater for a variable demand.

    • Ensure balance is maintained between project and BAU activities.

    • Attend project governance sessions as required.

      Essentialexperience/skills:

  • Proven leadership ability and people management skills.

  • Highly experienced in the management of Applications Support and Service Delivery Management.

  • Understanding and practical application of the ITIL process for Service Management.

  • In-depth experience of supplier management.

  • Good functional and technical understanding of the application multi-tier architecture.

  • Experience of business change management.

  • Experience of stakeholder management, particularly dealing with senior customers.

  • Experience of using incident and change management systems, and managing workloads in accordance with SLA's/OLA's

    Desired experience/skills:

  • ISO 20000/ITIL - V3

  • Relevant ICT Qualification

  • Project Management


Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.