Application Platform Manager (5591)

Irwin Mitchell LLP; Cardiff, Birmingham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A national law firm is seeking an Applications Platform Manager in Cardiff. This pivotal role includes managing service performance of key applications, collaborating with teams to ensure robust service delivery, and enhancing platform operations. The ideal candidate will have proven experience with Microsoft Dynamics and strong stakeholder engagement skills. The firm offers a supportive environment and generous benefits including flexible holidays and volunteer days.

Benefits

Generous pension schemes

25 days holidays plus bank holidays

Volunteering days

Qualifications

• Proven experience managing Microsoft Dynamics and CRM platforms.
• Strong understanding of website technologies and digital onboarding solutions.
• Ability to lead change and improve processes.

Responsibilities

• Own the day-to-day service performance of multiple platforms.
• Manage vendor relationships and contracts.
• Ensure compliance with SLAs and drive efficient problem resolution.

Skills

Microsoft Dynamics

CRM platforms

Website technologies

Contact Centre as a Service

Stakeholder engagement

ITIL Foundation certification

SQL-based systems

Education

Technical qualifications/certifications such as Dynamics 365 Fundamentals MB-920

Job description

We’re a national law firm with a local reach. Our legal experts are here for you. Whether it’s personal or business, we understand that everyone’s situation is different. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.

We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

Your Role and What You'll Be Doing

The Applications Platform Manager will be part of the Application and Platform Services team with the IT Service Management and Operations department and report into the Senior Applications and Platform Manager (STSM) within the IT Service and Platform function.

You'll be responsible for the day-to-day service performance of defined Application services. These services include case management systems, time recording services and other key systems used across the business and based both on premise and within Microsoft Azure. You'll also be responsible for the day-to-day management of all in scope applications and services, working with other platform managers along with Service Delivery Managers and core business stakeholders to ensure silent service to users, proactively engaging with 3rd parties when issues are identified.

What You'll Be Doing

This role is pivotal in delivering services that support Irwin Mitchell’s colleagues, clients, and communities.

Key Responsibilities:

• Own the day-to-day service performance of Microsoft Dynamics, Website, CRM, Client Onboarding, and CCaaS platforms.
• Collaborate with cross-functional teams including Product Managers, Architects, Project Managers, and Service Delivery Managers to ensure seamless service delivery.
• Manage vendor relationships and contracts for all in-scope applications, ensuring timely issue resolution and service continuity.
• Ensure compliance with SLAs, manage risk profiles, and drive efficient problem resolution.
• Develop and execute roadmaps for platform enhancements, cloud migrations, and service modernization.
• Lead the decommissioning of legacy systems and support platform consolidation efforts.
• Align application services with business strategies and user needs.
• Ensure cost-effective licensing and budget management for supported platforms.
• Contribute to disaster recovery planning and service continuity strategies.
• Act as an escalation point and participate in the Duty Manager rota as required.

About You

• Proven experience managing Microsoft Dynamics and CRM platforms.
• Strong understanding of website technologies and digital onboarding solutions.
• Experience with Contact Centre as a Service (CCaaS) platforms and integrations.
• Demonstrated success in managing third-party vendors and service providers.
• Excellent stakeholder engagement and communication skills.
• ITIL Foundation certification (V3 or V4 preferred).
• Ability to lead change, improve processes, and champion new technologies.
• Strong planning, prioritization, and organizational skills.
• Relevant technical qualifications/certifications such as Dynamics 365 Fundamentals MB-920.
• Comprehensive and wide-ranging experience of developing and procuring technical solutions.
• Experience in selecting and delivering As A Service based solutions.
• Experience in managing an eco-system of suppliers.
• Maintains an in-depth knowledge of one or more IT-specific specialisms and provides expert advice regarding these. Specialisms can be any area within information and communication technology, and relevant proprietary products.
• Experience of driving consolidation programmes of work to transition from on premises to cloud infrastructure with specific experience of supporting legacy Applications during migration and transformation activities.
• Technical proficiency in SQL-based systems and cloud-native applications a bonus.

Our Benefits - What We Can Offer You

• 25 days holidays as standard plus bank holidays - You can ‘buy’ up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

Irwin Mitchell LLP is an equal opportunity employer.

We're proud of our values, and we're looking for people who share them