Senior Application Support Manager

Halian Technology Limited; West Midlands Combined Authority; On-site; GBP 50,000 - 80,000; Full time

Job summary

Halian Technologies seeks a Senior Application Support Manager to lead enterprise-scale application support for retail and digital systems. This senior leadership role combines strategy and hands-on service delivery, driving system availability and performance in a high-pressure environment. Join us to transform digital operations and tackle business-critical challenges together.

Qualifications

• Extensive experience in Hospitality or Retail IT Support at scale.
• Proven ability to lead application support functions across customer-facing technologies.
• Strong leadership qualities with the ability to coach, mentor, and inspire teams.

Responsibilities

• Provide visionary leadership across digital and retail IT application support.
• Line manage and develop a high-performing support team.
• Design and implement strategic plans to enhance service quality and resilience.

Skills

Leadership

Stakeholder Engagement

Vendor Management

Automation Skills

Monitoring Tools

Job description

Halian Technologies is looking for an experienced and driven Senior Application Support Manager (Retail and Digital) to lead the delivery of enterprise-scale application support across digital and in-venue systems for a high-impact, consumer-facing environment.

This is a senior leadership role that blends strategic planning with hands-on service delivery to ensure reliable, customer-focused technology operations across a complex application portfolio—including mobile apps, e-commerce platforms, POS systems, and kitchen management software. You will play a vital part in driving system availability, service performance, and continuous improvement across the digital and retail landscape.

Key Responsibilities:

• Provide visionary leadership across digital and retail IT application support
• Line manage and develop a high-performing support team, including performance and career development
• Design and implement strategic plans to enhance service quality and resilience
• Drive a customer-first culture in IT support, balancing user experience and operational efficiency
• Collaborate with digital product, project, and third-party vendor teams to resolve issues quickly and effectively
• Maintain and improve service availability, performance monitoring, and incident management
• Lead problem resolution, root cause analysis, and proactive issue prevention across systems
• Partner with internal and external stakeholders to align on support strategy and SLA delivery

Key Requirements:

• Extensive experience in Hospitality or Retail IT Support at scale
• Proven ability to lead application support functions across customer-facing technologies
• Solid understanding of the Software Delivery Lifecycle and the role of support within it
• Skilled in modern support practices, including automation, alerting, and monitoring tools
• Strong communication, stakeholder engagement, and vendor management abilities
• Ability to thrive in high-pressure environments and make confident, timely decisions
• Strong leadership qualities, with the ability to coach, mentor, and inspire teams
• Clear focus on service delivery, system reliability, and process optimisation

Join Halian Technologies and take the lead in transforming digital and retail support operations across a nationwide estate. If you thrive in fast-paced environments and love solving business-critical challenges, we want to hear from you.