Application Support Coordinator

Serco Limited; Birmingham; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading technology service provider in the UK is looking for an Application Support Coordinator to enhance digital product delivery. The role involves translating business needs into actionable plans, managing stakeholder communication, and ensuring that delivery teams are aligned and efficient. Candidates should have strong organisational skills, familiarity with Agile methodologies, and experience in project management. The position offers a competitive salary of up to £45,000 and excellent benefits, including up to 25 days holiday and a contributory pension scheme.

Benefits

Up to 25 days plus bank holidays

Up to 6% contributory pension scheme

Performance-based bonus scheme

Private medical insurance

Free access to training and development courses

24/7 Employee Assistance Programme

30% off at Serco-managed leisure centres

Discounts at around 1,000 retailers

ShareSave scheme

Paid volunteering day each year

Qualifications

• Proactive: Anticipates needs and seeks solutions.
• Detail-Oriented: Ensures documentation is complete.
• Self-starter: Demonstrates drive and initiative.
• Collaborative: Works closely with teams to maintain alignment.
• Adaptable: Comfortable with change and able to pivot.
• Supportive: Provides assistance that enables strategic focus.
• Outcome-Focused: Keeps product vision and customer value at the heart of activities.
• Excellent problem-solving skills.

Responsibilities

• Lead backlog refinement and translate business needs.
• Serve as a liaison between stakeholders and teams.
• Provide oversight of sprint progress and identify risks.
• Coordinate User Acceptance Testing and deployment activities.
• Develop and maintain dashboards and reports.

Skills

Strong organisational and coordination skills

Excellent communication skills

Familiarity with Agile/Scrum/Waterfall methodologies

Competence with delivery tools (e.g. Azure DevOps)

Analytical skills to interpret data

Previous experience in project management

Understanding of digital product lifecycle

Tools

Azure DevOps

Job description

Homebased with travel to sites (Cardiff, West Bromwich, Birmingham & Coventry) as and when the business needs.

Up to £45,000.00 per annum, dependent on experience + Excellent benefits.

37 hours per week / Monday - Friday 9am - 5pm.

Ready to make an impact?

The purpose of the Application Support Coordinator is a key enabler of successful digital product delivery, acting as a force multiplier for the Product Owner. This role ensures that business needs are expertly translated into actionable delivery plans, backlog activities are rigorously managed, and stakeholder alignment is continuously maintained.

By driving clarity, focus, and momentum across teams, the Coordinator plays a critical role in accelerating value delivery and ensuring strategic priorities are met. Operating at the intersection of product strategy, delivery execution, and stakeholder engagement, the Coordinator provides essential oversight of progress tracking, risk mitigation, and cross‑functional communication.

Their proactive coordination empowers the Product Owner to focus on high‑value decisions, while ensuring the delivery team remains aligned, efficient, and outcome‑driven.

Backlog Leadership & Strategic Alignment

Lead backlog refinement by translating complex business needs into clear, actionable user stories that drive product value.

Ensure backlog items are meticulously documented, prioritised, and aligned with evolving business strategies and stakeholder expectations.

Act as a guardian of delivery quality by enforcing clarity in acceptance criteria and readiness standards.

Stakeholder Influence & Communication Strategy

Serve as a trusted liaison between stakeholders and delivery teams, ensuring seamless communication and rapid resolution of queries.

Actively capture and synthesise stakeholder feedback to shape backlog priorities and inform product direction.

Own the development and delivery of strategic communications that foster transparency, engagement, and alignment across the contract.

Delivery Governance & Execution Oversight

Provide critical oversight of sprint progress, proactively identifying risks, blockers, and dependencies to safeguard delivery timelines.

Orchestrate sprint ceremonies with precision, ensuring outcomes are captured, actions are followed through, and teams remain focused on value delivery.

Lead coordination of User Acceptance Testing and deployment activities, ensuring solutions meet business objectives and deliver measurable impact.

Insight Generation & Decision Support

Develop and maintain high‑impact dashboards and reports that surface delivery metrics, KPIs, and product performance trends.

Deliver actionable insights that empower the Product Owner and leadership to make data‑driven, strategic decisions.

Product Knowledge Stewardship

Own and curate product documentation, user guides, and release notes to ensure clarity, consistency, and accessibility across teams and stakeholders.

Champion knowledge management practices that enhance team efficiency and stakeholder confidence.

Continuous Improvement & Strategic Enablement

Drive continuous improvement initiatives that enhance delivery efficiency, stakeholder engagement, and product quality.

Actively seek and incorporate feedback to refine processes, elevate user experience, and accelerate value creation.

Does this sound like you?

You’ll be a great fit for this role if you have:

Skills & Experience

• Strong organisational and coordination skills.
• Excellent communication skills, with the ability to work across technical and business teams.
• Familiarity with Agile/Scrum/Waterfall methodologies and product development cycles.
• Competence with delivery tools (e.g. Azure DevOps).
• Analytical skills to interpret data and produce meaningful reports.
• Previous experience in project management, product support, or business analysis essential.
• Understanding of digital product lifecycle.

Success Behaviours

• Proactive: Anticipates needs, surfaces risks early, and seeks solutions.
• Detail‑Oriented: Ensures backlog items, documentation, and updates are complete and accurate.
• Self‑starter: Demonstrates drive and initiative.
• Collaborative: Works closely with the Product Owner, delivery team, and stakeholders to maintain alignment.
• Adaptable: Comfortable with change and able to pivot as priorities shift.
• Supportive: Provides reliable, consistent assistance that enables the Product Owner to focus on strategy.
• Outcome‑Focused: Keeps the product vision and customer value at the heart of daily activities.
• A problem solver with great communication skills, able to work as part of a team to achieve business goals.

Benefits

Here you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities.

• Holidays: Up to 25 days plus bank holidays
• Pension: Up to 6% contributory pension scheme
• Bonus: A performance‑based bonus scheme
• Private medical insurance
• Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco‑managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax‑free, through our Payroll Giving Scheme.