Application Service Manager - eCommerce

We are seeking a skilled and passionate Applications Support Manager to join our team on a permanent basis. In this role, you will be responsible for managing the application support for front-office systems, overseeing development, maintenance, monitoring, and incident resolution across group third-party applications within the IT Support & Operations function.

What You’ll Be Doing

• Deliver comprehensive application support services, including monitoring, maintenance, and incident resolution.
• Approve and oversee changes, managing risks and stakeholder expectations before go-live.
• Lead application lifecycle management, ensuring timely escalation of issues with business owners.
• Maintain non-functional requirements for applications based on business needs.
• Define and implement support models for new applications within IT Support & Operations.
• Assist in budget management, including forecasting and cost control.
• Oversee and coordinate disaster recovery (DR) plans and testing with third parties and IS&T teams.
• Manage application configuration data, ensuring proper documentation and updates.
• Maintain the Configuration Management Database (CMDB), tracking dependencies and service relationships.
• Ensure application performance and availability meet agreed service levels, with regular stakeholder reporting.
• Define application categories (e.g., mission-critical, important) and align DR, availability, and support requirements accordingly.
• Develop and maintain monitoring strategies and support tools for applications.
• Prioritize and oversee Keep the Lights On (KTLO) budget initiatives.
• Manage supplier contracts, security updates, and vulnerability patching for applications.
• Ensure resource allocation for initiatives within the KTLO and Strategic portfolios.
• Participate in Change Advisory Board (CAB) meetings, assessing change impacts on availability.
• Foster strong relationships with IS&T, HR, Finance, and key business functions to align support strategies.

About You

You are an experienced Applications Support Manager with a strong background in e-commerce application support and a passion for ensuring system reliability and efficiency.

What We’re Looking For

• Extensive experience in application support management, particularly within global e-commerce environments.
• Experience managing in-house and outsourced support teams.
• Knowledge of the following technologies would be an advantage: Akamai, Tomcat, Endeca, Oracle, Datadog Monitoring Tools.
• Strong understanding of website functionality and ITIL principles.
• Experience supporting group applications and teams.
• Proficiency in Incident, Problem, Change, and Release Management.
• Proven ability to manage £1M+ budgets and drive cost-saving initiatives.
• Expertise in defining application support models for SaaS, on-premise, and cloud solutions.
• Ability to remain calm and focused under pressure.
• Strong stakeholder management with the ability to translate technical issues into business terms.
• Excellent vendor management skills, including contract negotiation and SLA oversight.
• Strong decision-making, verbal, and written communication skills.
• Extensive experience in application lifecycle management.

The extras you’ll get:

At RS, we offer a range of employee benefits, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, and new Family Friendly Policies that support various health and family needs.

At RS, we’ve been solving engineering problems for over 80 years. Our purpose is to make amazing happen for a better world. We provide service and product solutions, sending out a parcel every 2 seconds to over 130 countries. We want people like you, who are curious and empathetic, to join us and help solve problems together. We’ll invest in your development and wellbeing, as building a diverse and inclusive culture is at the heart of everything we do. Come and join us and unleash your brilliance to do amazing things.