Senior Lead, Enterprise SaaS App Support & Governance

AQA; Greater Manchester; Hybrid; GBP 77,000 - 87,000; Full time

Job summary

AQA, based in Manchester, is seeking an Application Support Manager to shape and lead the enterprise applications support function across a growing technology portfolio. This senior role focuses on proactive service excellence, governance and customer experience, with leadership across internal teams and suppliers.

You will drive end-to-end support, manage demand and capacity, and ensure smooth transitions from change delivery into live services for Dynamics 365, Power Platform, Workday and

Qualifications

• Experience leading enterprise SaaS application support and management teams.
• Strong governance and risk management judgement.
• Ability to influence senior stakeholders and challenge constructively.
• Expert knowledge of SaaS products, ideally including Dynamics 365, Power Platform, AI tools (copilot studio, foundry).
• Experience holding suppliers and delivery partners to account for outcome-based performance.
• ITIL certified.

Responsibilities

• Lead the application support function and develop its people, with clear expectations and a focus on continuous improvement.
• Defining and improving end-to-end support and application management processes across the portfolio.
• Keeping governance, audit, risk, resilience and continuity at the centre of live service.
• Providing proactive support and clear communications for system users and citizen developers.
• Planning demand, priorities, capacity and the right blend of internal and third-party resources.
• Holding suppliers to account for quality, value, pace, risk and agreed outcomes.
• Designing support models for new applications and ensuring effective transition from change delivery into live service.
• Drive application management, governance, quality assurance and continual improvement including AI.

Skills

Enterprise SaaS application support

Stakeholder influence

ITIL certified

Governance & risk management

Dynamics 365 / Power Platform

Tools

Azure DevOps

ServiceDesk+

Job description

AQA, based in Manchester, is seeking an Application Support Manager to shape and lead the enterprise applications support function across a growing technology portfolio. This senior role focuses on proactive service excellence, governance and customer experience, with leadership across internal teams and suppliers.

You will drive end-to-end support, manage demand and capacity, and ensure smooth transitions from change delivery into live services for Dynamics 365, Power Platform, Workday and