About
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
Define and maintain application support processes, workflows, escalation paths, and documentation standards.
Manage and coordinate internal support resources alongside third-party managed service providers.
Establish, track, and report on service performance metrics, including SLAs and KPIs.
Own vendor relationships, ensuring service quality, compliance, and continuous improvement.
Collaborate with delivery and development teams to ensure effective transition of applications into support.
Ensure appropriate monitoring, alerting, and support tooling is implemented and maintained.
Drive root cause analysis and long-term remediation following major incidents.
Promote automation and operational efficiencies within the support function.
Work closely with the Service Desk to ensure a seamless and consistent end-user support experience.
Experience Required Minimum7+ years experience in application support or IT service operations roles.
Proven experience leading or managing an application support function.
Demonstrable experience managing third-party or outsourced support providers.
Strong background in IT service delivery within complex enterprise environments.
Hands-on experience defining support frameworks, processes, and operating models.
Desirable Skills Familiarity with IT Service Management frameworks (e.g.
ITIL or equivalent).
Experience working in regulated environments, ideally within financial services.
Knowledge of agile delivery methodologies and modern DevOps practices.
Exposure to application monitoring, ticketing, and service management tooling.
Strong stakeholder engagement and vendor negotiation skills.
Educational Requirements Bachelors degree or equivalent third-level qualification in Computer Science, Information Technology, or a related discipline.
Working Hours & Benefits Permanent role with a standard Monday to Friday working pattern.
Flexible and hybrid working arrangements available.
Competitive salary and comprehensive benefits package.
How to Apply To apply for this role, please submit your updated CV.
If your skills and experience match the job requirements, you will be contacted to discuss your application in detail.
Similar Roles Open As a specialised recruitment agency, we also have several other permanent and contract IT and professional services roles available. xcfaprz
Visit our website for more information or explore additional opportunities.
Skills: ITIL IT Service Management IT Escalation Service Operations DevOps Operations IT Service Delivery
Languages
- English
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