Application Support Manager


  • £65000 - £70000 per annum
  • Posted: 22/11/2016
  • Paddington
  • Job Ref: 191102621
  • Permanent

Job Details

My client is based in Paddington and is responsible for one of the most exciting infrastructure projects in the heart of London, with the sole task of cleaning up the River Thames by tackling the current sewage pollution, and more importantly, to reconnect London with its river for business and leisure. It is one of the largest construction projects of its type in Europe.

My Client has a portfolio of COTS application hosted on premise, SaaS applications in the cloud and bespoke applications built on Microsoft SharePoint and CRM that support both corporate operations and construction of the 4.2 billion Tideway Tunnel extension to London's sewer system. This presents interesting challenges to the Information Systems and Information Management areas, particularly in the delivery and support of software applications.

The IS Applications Support Manager works directly with the business managers to facilitate the cost effective execution of the operational and construction delivery strategies, whilst ensuring conformance with related IM, Quality and Cyber Security policies.

This role is responsible maintaining business satisfaction and confidence in IS Services related to the portfolio of business software applications are managed, monitored and maintained to a high level of quality, as defined and agreed within the relevant policies and procedures.

You will:

Lead a small team of circa 7 application support analysts and developers, responsible for managing the Tideway business applications support and small change development activities

Manage applications to ensure that agreed incident, request, change and availability SLAs are met

Be responsible for the assessment, development, testing and implementation of complex changes

Work with 3rd parties to create proposals for enhancements and change requests

Manage the development, delivery and integration activities with service providers and 3rd parties with strong customer focus and drive to resolve issues within agreed SLAs.

Provide advice to business users on existing business applications used by Tideway

Ensure that applications meet business requirements and conform to the IM and IS strategies

Provide support to the Information Manager and systems owners for capacity, release and strategic planning

Ensure the business applications meet the Business Continuity requirements

Establish policies and quality assurance standards for application deployment, customisation, governance and support

Manage crisis situations for supported applications working with IT teams, which may involve complex technical hardware or software problems

Identify areas for improvement, communicate to senior management and follow through to ensure continual improvement of supported systems

Ideally as part of your toolkit you will have;

Proven experience of managing an Applications Support and Development team

Experienced managing MS SharePoint based applications

Experience of supporting MS Dynamics CRM

Strong customer service and support experience

Sound decision making skills

Knowledge and experience of dealing with escalation routes when problems arise

Strong analytical skills

Strong experience working in an ITIL support environment

Desirable additions

Experience of supporting systems like Asite CDE (used to exchange a variety of data entities including CAD models, correspondence with external parties)

Please do contact me for more information