Application Support Service Delivery Manager

N Consulting Global; Greater London; Remote; GBP 60,000 - 85,000; Full time

Job summary

N Consulting Global is seeking an experienced Application Support Manager to lead day-to-day support, manage the offshore Bangalore team, and drive ITSM-aligned incident, problem and change management. You will coordinate engineers, optimize processes, and communicate progress to stakeholders.

Key responsibilities include hands-on troubleshooting, governance of the support queue, and detailed SOP/documentation development to improve service quality across financial enterprise applications.

Qualifications

• Proven experience in application support, service delivery, or team management.

Responsibilities

• Oversee day-to-day application support service, ensuring incidents and requests are logged, prioritized, assigned, and resolved.

Skills

Application support management

Offshore teams

IT service management

ITSM processes

Troubleshooting

SQL Server

Transact-SQL

PowerShell

Boomi

Integration technologies

Documentation

SOPs development

Stakeholder management

Financial apps (NetSuite, eFront Front

Workday

SAP Concur

Tools

NetSuite

eFront FrontInvest

Workday

SAP Concur

Job description

• Oversee the day-to-day application support service, ensuring that all incidents and service requests are appropriately logged, prioritised, assigned, and resolved.
• Manage the application support ticket queue, monitoring progress, resolution times, outstanding issues, and service-level performance.
• Serve as the primary escalation point for complex or high-priority application support issues.
• Ensure clear and timely communication with users and stakeholders regarding incident progress, resolution, and service interruptions.
• Identify recurring issues and drive continuous improvement initiatives to reduce incident volumes and enhance service quality.

Support Team Management

• Provide day-to-day leadership and coordination for the outsourced application support team based in Bangalore.
• Allocate and prioritise work to ensure effective resource utilisation and timely resolution of support tickets.
• Monitor individual and team performance, providing technical guidance, coaching, and support where required.
• Establish regular service reviews and reporting for the Director, IT Applications, highlighting performance, risks, and areas requiring attention.

Technical Support & Troubleshooting

• Provide hands-on technical support for complex application issues that cannot be resolved by the wider support team.
• Investigate application errors, data issues, and integration failures, working with internal IT teams and software vendors as required.
• Apply technical skills, including SQL queries and scripting, to diagnose issues and support effective problem resolution.
• Assist with application configuration, maintenance, testing, and deployment of changes where required.

Knowledge Transfer & Documentation

• Work closely with the Director, IT Applications to develop a detailed understanding of the bank's applications, integrations, and support requirements.
• Lead the transfer of application knowledge to the Bangalore support team, enabling the team to progressively assume ownership of routine support activities.
• Develop, maintain, and continuously improve SOPs, troubleshooting guides, knowledge articles, and application support documentation.
• Establish consistent processes for incident management, escalation, change management, and operational support.
• Identify knowledge gaps and coordinate appropriate training and development activities.

Skills & Experience

• Proven experience in application support, technical service delivery, or application support team management.
• Experience managing remote or offshore technical support teams.
• Strong understanding of IT service management processes, particularly incident, problem, and change management.
• Excellent hands-on troubleshooting and analytical skills, with strong knowledge of Microsoft SQL Server and Transact-SQL.
• Experience supporting enterprise business applications and investigating application integration issues.
• Knowledge of PowerShell, Boomi, or similar integration and automation technologies would be advantageous.
• Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business users.
• Experience developing SOPs, technical documentation, and structured knowledge-transfer processes.
• A proactive, organised, and service-focused approach, with the ability to manage competing priorities effectively.
• Experience supporting financial services applications, including NetSuite, eFront FrontInvest, Workday, SAP Concur, or similar enterprise platforms, would be advantageous.