Head of Application Services

Alter Domus Group; Greater London; Hybrid; GBP 70,000 - GBP 90,000; Full time

Job summary

A global financial services company in Greater London seeks an experienced Application Support Manager. The ideal candidate will manage technical support for 140 applications, guide a global team, and ensure high client satisfaction. Applicants must have over 10 years of experience in production support, a degree in computer science, and strong problem-solving abilities. This position emphasizes the integration of technical and financial skills to enhance service excellence in a hybrid work environment.

Benefits

Support for professional accreditations

Flexible arrangements

Employee Assistance Program

Qualifications

• 10 years of production support experience in application environments.
• ITIL certifications are an asset.
• Fluency in English is mandatory.

Responsibilities

• Deliver technical support for approximately 140 applications.
• Manage and mentor global Applications support teams.
• Diagnose and rectify production environment issues.
• Enhance client satisfaction and loyalty metrics.

Skills

Troubleshooting complex technical issues

Knowledge of financial products

Strong communication skills

Analytical skills

Education

Degree in computer science or related field

Tools

Power BI

Job description

ABOUT US

As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.

With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.

Find out more about life at Alter Domus at careers.alterdomus.com

JOB DESCRIPTION

The role is tailored for candidates who excel in navigating the fast-paced and complex environment of applications support, combining technical skills with extensive financial knowledge.

Key Responsibilities

• Deliver technical support for around 140 applications.
• Manage and mentor a global Applications 4 support teams of 40 teams.
• Rapidly diagnose and rectify issues impacting the production environment.
• Foster a culture of accountability, learning, and growth to build a high-performing, collaborative support team.
• Monitor key client satisfaction metrics and develop strategies to enhance loyalty, retention, and service excellence.
• Collaborate with Infra, IT Operations and Business units to improve application performance and reliability.
• Participate in the development and implementation of new system requirements.
• Ensure adherence to regulatory standards and internal controls.
• Continuously monitor and optimize system performance.
• Provide regular reporting to leadership stakeholders.

Educational and Professional Requirements

• Degree in computer science, or a related field.
• Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments, with a strong ability to get hands-on as needed.
• Proven 10 years’ experience in production support within Application environments, ideally with exposure to clients.
• Strong technical skills and a profound understanding of financial products and the financial market landscape.
• Proficient in troubleshooting and resolving intricate technical issues.
• ITIL certifications is an asset.
• Knowledge of Power BI, charts, reporting tools.
• Highly analytical with the ability to perform under pressure.
• Superior communication skills, with an aptitude for collaborating effectively with both IT and business teams.
• Exceptional communication skills, with a demonstrated ability to handle high-level escalations, collaborate effectively across teams (Product, Engineering, Sales, CSMs), and represent Support in cross-functional projects.
• Fluency in English is mandatory.

WHAT WE OFFER

We are committed to supporting your development, advancing your career, and providing benefits that matter to you.

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.

Our global benefits also include:

• Support for professional accreditations such as ACCA and study leave
• Flexible arrangements, generous holidays, plus an additional day off for your birthday!
• Continuous mentoring along your career progression
• Active sports, events and social committees across our offices
• 24/7 support available from our Employee Assistance Program
• The opportunity to invest in our growth and success through our Employee Share Plan
• Plus additional local benefits depending on your location

Equity in every sense of the word:

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.

We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you.

(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)

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