Enterprise Applications Support Manager, Addison Lee

• Proven experience in a senior application support, enterprise systems support or IT service management role within a complex, multi-vendor environment
• Strong background supporting ERP, finance, HR, CRM, data/BI, integration or other business-critical enterprise applications
• Experience leading, coaching and developing application support teams, including prioritisation, workload management and performance improvement
• Strong ITSM experience across incident management, problem management, change management, release management, SLA management, major incident management and continual service improvement
• Excellent stakeholder management and communication skills, with the ability to engage confidently with senior stakeholders, business users, vendors and professional services partners
• Ability to manage supplier performance, challenge service quality constructively, coordinate escalations and ensure clear ownership of actions and outcomes
• Strong problem-solving skills, attention to detail and the ability to manage multiple priorities in a fast-paced, business-critical environment
• Experience working with business units to understand application issues, manage expectations and translate business requirements into support priorities
• Good understanding of application security, access controls, audit requirements and operational governance
• Ability to create clear service reporting, dashboards, operational MI and performance updates for business and IT stakeholders
• Collaborative working style with the ability to build strong relationships across IT, business teams, vendors and global stakeholders

Desirable

• An exciting opportunity has become available for an Enterprise Applications Support Manager within the IT department
• This role is responsible for leading the support, stability, performance, security and continuous improvement of Addison Lee’s enterprise application landscape across the UK, including new SAP enterprise applications and existing Shared Services platforms
• The Enterprise Applications Support Manager will own the operational delivery and support of business-critical applications, ensuring services are stable, secure, reliable and aligned to global governance and service management standards
• The role will lead internal application support resources, manage third-party suppliers, support application change and release activity, and provide clear accountability for service performance, incident resolution, business engagement and continual improvement
• This is a key leadership role that requires strong operational discipline, stakeholder management, supplier control and the ability to support a complex application environment in a fast-paced, business-critical organisation
• This role reports to the Head of Shared Services and has a team of 6 Application Support staff
• Lead the day-to-day operational support of enterprise and shared services applications, ensuring incidents, service requests and escalations are managed in line with agreed SLA's and business priorities
• Manage, coach and develop the Application Support team, including work allocation, prioritisation, performance management, skills development, knowledge sharing and support cover planning
• Work alongside the Service Desk and end users to ensure effective triage, resolution, escalation and communication of application-related incidents and requests
• Provide application-specific support within a global enterprise application framework, ensuring local UK business requirements are aligned with global governance, standards and technology direction
• Monitor and maintain the overall health, performance, security and compliance of enterprise applications, ensuring risks, issues and service trends are identified and addressed proactively
• Create, maintain and improve dashboards, workflows and operational reporting to provide visibility of application performance, SLA adherence, incident volumes, backlog, risks and improvement actions
• Manage relationships with application vendors, managed service providers and professional services partners, holding suppliers accountable for service quality, delivery commitments, escalations, and continuous improvement
• Coordinate the application change and release lifecycle with global stakeholders, ensuring changes are assessed for impact, risk, testing, documentation, approval, deployment readiness and rollback requirements
• Support change governance processes, including CAB inputs, release planning, change impact assessments, and post-release reviews
• Provide user training, guidance and application best practice advice where appropriate to improve adoption, reduce repeat incidents and strengthen business confidence in supported systems
• Provide out-of-hours Major Incident escalation cover, ensuring timely coordination, clear communication, root cause analysis and post-incident follow-up where required
• Drive continual service improvement by identifying recurring issues, improving support processes, reducing incident backlog, strengthening documentation, and improving user confidence in application services
• Support audit, compliance and access control requirements by ensuring application support activities, changes and operational controls are appropriately documented and governed. Work with all UK business units to understand operational priorities, manage expectations and translate business issues into clear application support actions
• Work with all UK business units to understand operational priorities, manage expectations and translate business issues into clear application support actions