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.
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.
