Head of Enterprise Applications Support & Service Excellence

Mace; Greater London; On-site; GBP 110,000 - 150,000; Full time

Job summary

Mace Construct Limited in London seeks an Associate Director – Head of Applications Support to lead the enterprise applications portfolio outside HR/Finance, covering SaaS, on‑prem and bespoke systems. You will drive governance, security, and continuous improvement, partnering with IT security, architecture and external vendors to deliver stable, compliant services.

You will oversee change, releases, integrations and incident management, while building strong relationships with stakeholders and

Qualifications

• Strong application support and ITSM background with ITIL or equivalent experience.
• Broad experience supporting SaaS, on‑premises and bespoke Microsoft‑based solutions.
• Experience leading support for business-critical systems outside HR/Finance platforms.
• Experience managing releases, testing cycles, change control and live support transitions.
• Knowledge of integrations across APIs, file feeds, middleware and dependencies.

Responsibilities

• Act as senior application owner for enterprise applications outside HR/Finance domains.
• Lead service delivery, monitor KPIs, incident resolution and escalation routes.
• Adopt and improve ITIL processes across the Digital team.
• Partner with owners, security, architecture and vendors to prioritise demand and roadmaps.
• Align service standards with HR/Finance systems and cross-portfolio priorities.
• Own the change roadmap, release management, testing and stakeholder communications.
• Oversee interfaces and integrations, manage dependencies and performance.
• Drive automation, standardisation and process improvement across support.

Skills

ITIL

Application support

Vendor management

Stakeholder management

Service management

Automation

Governance

Leadership

APIs & integrations

Incident management

Tools

Microsoft-based solutions

Job description

Mace Construct Limited in London seeks an Associate Director – Head of Applications Support to lead the enterprise applications portfolio outside HR/Finance, covering SaaS, on‑prem and bespoke systems. You will drive governance, security, and continuous improvement, partnering with IT security, architecture and external vendors to deliver stable, compliant services.

You will oversee change, releases, integrations and incident management, while building strong relationships with stakeholders and