Application Support Manager

Biffa; High Wycombe; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading waste management company is seeking an Application Support Manager for their High Wycombe location. The role involves managing the Application Support team, ensuring application stability, and collaborating with stakeholders. Ideal candidates should have experience in application support, ITIL certification, and a relevant degree. This hybrid position offers a dynamic work environment, emphasizing leadership and operational excellence.

Qualifications

• Experience of running an application support team.
• Strong understanding of application lifecycle management and ITIL Change Management processes.
• Good grasp of development lifecycles, including Agile and Waterfall.

Responsibilities

• Manage the day-to-day operations of the Application Support team.
• Act as the escalation point for complex application issues.
• Provide leadership, coaching, and development for the Application Support team.
• Collaborate with project and product teams to ensure operational readiness for new or upgraded applications.

Skills

Running an application support team

Understanding of application lifecycle management

ITIL Change Management processes

Development lifecycles (Agile and Waterfall)

Education

Degree or equivalent qualification in computing science

Tools

ITIL certification

Job description

Application Support Manager - High Wycombe - Hybrid

Working Pattern: 37.5 hours per week Mon-Fri

The IT Application Support Manager is responsible for the leadership and operational management of the Application Support function. This includes ensuring the stability, availability, and performance of key business applications, managing a team of analysts, and acting as the escalation point for complex issues. The role also involves overseeing the controlled introduction of application changes, ensuring adherence to change control procedures, and working closely with internal stakeholders and third-party vendors to deliver high-quality support services.

Key Responsibilities:

• Manage the day-to-day operations of the Application Support team, ensuring timely resolution of incidents and service requests in line with agreed SLAs
• Act as the escalation point for complex or high-impact application issues, ensuring effective communication with stakeholders and resolution within agreed timescales
• Identify recurring application issues, recommend areas that require improvement and work with IT colleagues to eliminate these issues
• Oversee the controlled promotion of application changes into the live environment, ensuring adherence to defined change control procedures
• Provide leadership, coaching, and development for the Application Support team, including performance management and resource planning
• Collaborate with project and product teams to ensure operational readiness for new or upgraded applications, including support documentation and training
• Apply adhoc data changes where significant numbers of records require updating, to make best use of business resources
• Manage relationships with third-party vendors and support partners, ensuring service delivery meets contractual obligations
• Monitor application performance and user satisfaction, producing regular reports and driving continual service improvement initiatives
• Support business continuity and disaster recovery planning for critical applications
• Ensure compliance with IT governance, security, and audit requirements, where applicable
• Communicate and engage effectively with all levels of the organisation up to and including Exec level to provide effective technical support and assist with implementation of IT solutions to support business strategy.

Essential Criteria:

• Experience of running an application support team
• Strong understanding of application lifecycle management and ITIL Change Management processes
• Good grasp of development lifecycles, including Agile and Waterfall
• ITIL certified
• Educated to degree level or equivalent qualification/experience, ideally in a computing science related discipline

Biffa is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion in the workplace.