Application Support Lead

SR2 | Socially Responsible Recruitment | Certified B Corporation™; United Kingdom; Remote; GBP 45,000 - 60,000; Part time

Job summary

A leading consultancy in the UK is seeking an experienced Application Support Lead to oversee and enhance support processes for a business-critical system. This role involves improving performance, managing stakeholder expectations, and implementing best practices. The ideal candidate should have strong experience in application support leadership and a proven track record of process improvement. This position is remote-based and initially for a duration of 6 months.

Qualifications

• Strong experience in application support leadership or service delivery roles.
• Proven track record of process improvement and driving measurable performance gains.
• Familiar with incident management, problem management, and ITIL best practice.

Responsibilities

• Assess, monitor, and improve delivery performance of the CIMS product.
• Review and optimise the application support process.
• Define and establish a stable maintenance schedule for the system.

Skills

Application support leadership

Process improvement

Incident management

Stakeholder communication

Setting up monitoring and reporting

Job description

Delivery Partner - working with some of the best consultants in the UK

SR2 is supporting a consultancy client who are seeking an Application Support Lead to take ownership of support, performance, and service improvement for a business-critical system (CIMS). This role will focus on ensuring stable, reliable operations while driving continuous improvement in support processes, communication, and service performance. You’ll work closely with users, technical teams, and stakeholders to implement best practice support processes and deliver a transparent, effective application support function.

Responsibilities

• Assess, monitor, and improve delivery performance of the CIMS product
• Review and optimise the application support process, ensuring faster ticket resolution and improved user communications
• Define and establish a stable maintenance schedule for the system
• Align support processes to industry best practice for application management
• Implement monitoring and feedback mechanisms to continually measure and improve service performance

Skills/Experience

• Strong experience in application support leadership or service delivery roles
• Proven track record of process improvement and driving measurable performance gains
• Familiar with incident management, problem management, and ITIL best practice
• Skilled at stakeholder communication and managing user expectations
• Experience setting up monitoring, reporting, and metrics for support performance
• Proactive, delivery-focused, and able to work independently to embed improvements

The Details

• 6 months initially
• Remote based

Please apply with a copy of your CV and Emma from SR2 will contact potential candidates regarding next steps.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting