Application Support Manager

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

Job summary

A leading waste management company seeks an Application Support Manager in High Wycombe. This hybrid role includes managing support team operations, ensuring application performance, and acting as the escalation point for complex issues. Essential qualifications include experience in running an application support team, knowledge of ITIL Change Management, and a degree in a computing field. The ideal candidate will drive continual service improvements and collaborate with both internal teams and vendors to enhance service delivery.

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 or high-impact application issues.
• Identify recurring application issues and recommend improvements.
• Oversee the controlled promotion of application changes.
• Provide leadership and coaching for the Application Support team.
• Collaborate with project teams to ensure operational readiness.
• Manage relationships with third-party vendors and support partners.
• Monitor application performance and user satisfaction.
• Support business continuity planning for critical applications.
• Ensure compliance with IT governance and audit requirements.

Skills

Team Management

Application Lifecycle Management

ITIL Change Management

Agile Development

Waterfall Development

Education

Degree in Computing Science or Equivalent

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.

Interview Dates: Thursday 8th and Friday 9th January

Biffa – we’re changing the way people think about waste

At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,000+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull.

We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you’ll find us championing diversity and equality at every turn.