Application Support Manager

at; Adelaide; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Collaborative team culture

Professional development opportunities

Global exposure

Job summary

Kelsian Group Limited's Group Information Technology is seeking an experienced Application Support Manager to lead the Application Support function and oversee the operation, maintenance and continual improvement of our global enterprise application environment.

Reporting to the Head of Enterprise Applications, you will manage a team of Application Support Analysts, govern major incidents, changes and releases, and collaborate with business process owners, technology teams and vendors to ensure

Qualifications

• At least five years' experience in IT operations, application support or service delivery.
• Experience leading an Application Support or operational service team.
• Strong knowledge of Incident, Problem, Change and Knowledge Management.
• Experience coordinating major incidents and post-incident reviews.
• Experience coordinating Application Triage, CAB processes and production releases.
• Bachelor's degree in Information Technology or related discipline; ITIL v4 Foundation or equivalent certification desirable.

Responsibilities

• Lead, coach and develop the Application Support team, building capability and cross-skilling across enterprise applications.
• Oversee application incidents, service requests, problems and major production issues in line with agreed service levels.
• Coordinate major incident response, stakeholder communications, post-incident reviews and corrective actions.
• Lead the Application Triage process across supported applications and ensure agreed priorities and actions are effectively managed.
• Coordinate Change Advisory Board activities and production release readiness. Maintain the enterprise application release calendar and coordinate release windows across supported applications.
• Own the operational transition-to-support process for new applications, major releases and projects entering business-as-usual support.
• Ensure appropriate operational documentation, knowledge transfer, support procedures, escalation arrangements and vendor support models are established.
• Monitor application performance and recurring issues and drive permanent solutions and continual service improvement.
• Manage operational relationships with third-party vendors and ensure service commitments are achieved.
• Work with Cyber Security and Infrastructure teams to support appropriate access controls, resilience, disaster recovery and compliance requirements.
• Develop a strategic capability roadmap for the Application Support function aligned with Kelsian's evolving enterprise application landscape.
• Provide clear operational reporting, insights and recommendations to the Head of Enterprise Applications and key business stakeholders.

Skills

Leadership

IT Service Delivery

IT Operations

Stakeholder Management

Incident Management

Problem Management

Change Management

Knowledge Management

Vendor Management

Communication

Education

Bachelor's degree in Information Technology or related discipline

Job description

Kelsian Group Limited | Group Information Technology

Are you an experienced Application Support leader who thrives on building high-performing teams, improving service delivery and ensuring business-critical applications remain stable, reliable and well supported?

Kelsian Group is seeking an experienced Application Support Manager to lead our Application Support function and support the ongoing operation, maintenance and continuous improvement of our global enterprise application environment.

Reporting to the Head of Enterprise Applications, you will lead a team of Application Support Analysts and play a key role in ensuring our enterprise applications deliver reliable, effective and responsive services to our businesses.

Supporting applications including Quick Travel, Workday and other business-critical enterprise platforms, you will oversee day-to-day application support while also helping shape the longer-term capability, service model and continuous improvement roadmap for the function.

About the role

This is a broad leadership role combining people leadership, application service management, operational governance and stakeholder engagement.

You will take ownership of application service operations and provide leadership across major incidents, Application Triage, Change Advisory Board activities, production releases, vendor performance and the transition of new applications and projects into business-as-usual support.

Working closely with Business Process Owners, Technology teams, project teams and external vendors, you will ensure applications are effectively supported and changes are introduced through appropriate governance processes.

Key responsibilities will include:

• Lead, coach and develop the Application Support team, building capability and cross-skilling across enterprise applications.
• Oversee application incidents, service requests, problems and major production issues in line with agreed service levels.
• Coordinate major incident response, stakeholder communications, post-incident reviews and corrective actions.
• Lead the Application Triage process across supported applications and ensure agreed priorities and actions are effectively managed.
• Coordinate Change Advisory Board activities and production release readiness.
  Maintain the enterprise application release calendar and coordinate release windows across supported applications.
• Own the operational transition-to-support process for new applications, major releases and projects entering business-as-usual support.
• Ensure appropriate operational documentation, knowledge transfer, support procedures, escalation arrangements and vendor support models are established.
• Monitor application performance and recurring issues and drive permanent solutions and continual service improvement.
• Manage operational relationships with third-party vendors and ensure service commitments are achieved.
• Work with Cyber Security and Infrastructure teams to support appropriate access controls, resilience, disaster recovery and compliance requirements.
• Develop a strategic capability roadmap for the Application Support function aligned with Kelsian's evolving enterprise application landscape.
• Provide clear operational reporting, insights and recommendations to the Head of Enterprise Applications and key business stakeholders.

About You

You will be an experienced Application Support or IT Service Delivery professional with a strong understanding of enterprise application environments and IT Service Management.

Importantly, you will be comfortable leading people, coordinating complex operational issues and working with senior business and technology stakeholders in a large and complex organisation.

You will bring:

• Strong leadership and people management capability.
• At least five years' experience in IT operations, application support or service delivery.
• Demonstrated experience leading an Application Support or operational service team.
• Strong knowledge of Incident, Problem, Change and Knowledge Management practices.
• Experience coordinating major incidents and post-incident reviews.
• Experience coordinating Application Triage, CAB processes and production releases.
  Strong analytical, troubleshooting and decision-making capability.
• The ability to translate technical issues and concepts into clear business language.
• Proven stakeholder management and communication skills.
• Experience managing third-party vendors and operational service providers.
• Experience working with Cyber Security and Infrastructure teams across access controls, resilience, recovery and compliance.
• Experience partnering with Business Process Owners and senior stakeholders within a complex organisation.
• A bachelor's degree in Information Technology, Computer Science or a related discipline is required, with ITIL v4 Foundation or equivalent IT Service Management certification desirable.

What will make you successful

You will combine strong operational discipline with a genuine focus on service excellence.

You will be someone who can move comfortably between leading a major production incident, coaching your team, challenging whether an application is genuinely ready to transition into support, engaging with a vendor on service performance and working with business stakeholders to continually improve the application experience.

You will bring a structured and pragmatic approach, strong judgement and the ability to build trusted relationships across both Technology and the broader business.

Additional information

The role supports applications used across Kelsian's global operations and may involve engagement with stakeholders and vendors across different time zones.

Some travel may be required, together with reasonable after-hours availability for major incidents, planned production releases, system upgrades and other business-critical activities.

If you are looking for an opportunity to lead and develop an enterprise Application Support function while contributing to the ongoing evolution of Kelsian's technology environment, we would welcome your application.

Why Kelsian Group Limited?

At Kelsian, we are not just about transport - we are about transformation. You will join a forward-thinking team driving business change across a global organisation. Our values-led culture and COMPASS values framework underpin everything we do, from our safety and sustainability focus to our inclusive workplace.

We offer:

• A collaborative and supportive team culture.
• The chance to work on an impactful project that influence business operations
• worldwide.
• Professional development opportunities and pathways for career progression.

Kelsian Group Limited is an ASX-listed business with over 12,500 employees across Australia, Singapore, the United Kingdom, and the United States.

Kelsian Group Limited is an Australian-based integrated multi-modal transport provider and tourism operator and a leader in sustainable public transport as the operator of Australia’s largest zero-emission bus fleet and Australia’s largest electrified bus depot. We pride ourselves on maintaining a strong commitment to integrity, transparency, and accountability in all our operations.

At Kelsian Group Limited, we are more than just a company – we’re a team of dedicated professionals committed to innovation, growth, and positive change. With a strong commitment to our employees and a vision for a brighter future, we’re poised for continued success in the years ahead.

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, LGBTQIA+, people with disability and people from diverse cultural backgrounds.