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For Companies At a Glance
- Tasks: Lead a dynamic team to ensure smooth operation of business-critical applications.
- Company: Join a forward-thinking financial services organisation focused on user-friendly technology solutions.
- Benefits: Enjoy a collaborative culture, opportunities for growth, and a chance to make a real impact.
- Why this job: Be part of a team that values innovation, customer care, and continuous improvement.
- Qualifications: Experience in ITIL, team management, and strong interpersonal skills are essential.
- Other info: Opportunity to work with external providers and develop bespoke SQL solutions.
The predicted salary is between 42000 - 84000 £ per year.
About the role
Our technology team sits at the heart of the organisation, ensuring that internal and external users benefit from the most efficient and user-friendly applications and services. We are looking for an experienced and proactive Application Support Manager to lead, develop and embed a newly formed application support function. Bringing together a team of Support Analysts, Application Specialists and SQL developers to ensure the smooth operation, maintenance, and continuous improvement of business-critical applications.
The ideal candidate will have a background in financial services with practical application of ITIL disciplines, technical expertise and required leadership skills to oversee incident management, problem management, live service provision with strong stakeholder management and proven team development experience. As a key service within our business, our Application Support team provides support for our life and wealth business using packaged solutions supported by a number of bespoke developed SQL solutions. Experience of working with external solution providers to drive the right business outcomes would be required.
Key responsibilities
- Team Management: Lead, support, manage and develop a newly formed application support team to ensure efficient and effective support for all applications. This will involve the development of support best practice, underpinning processes and development of the team to embed a new function within the organisation.
- Incident Management: Oversee the incident management process of applications, ensuring timely resolution of issues and minimizing downtime.
- Service Level Agreements (SLAs): Development of an Application Service Catalogue with associated SLAs and development of a high performing team to ensure adherence to agreed SLAs, maintaining high levels of customer satisfaction.
- Technical Expertise: Implement selected ITIL best practices to ensure that we develop a customer focused service oriented.
- Problem Management: Conduct root cause analysis for recurring issues and implement solutions to prevent future occurrences.
- Stakeholder Management: Develop strong relationships through effective communication and engagement with internal and external stakeholders, including senior business leaders and third-party service providers.
- Performance Monitoring: Develop, monitor and report on the performance of applications and the support team, identifying areas for improvement.
- Compliance: Ensure all processes and procedures comply with regulatory requirements and company policies.
- Quality Assurance: Ensure that team deliverables are quality reviewed and work with Testing and Analysis functions to ensure releases are tested and fit for implementation.
- Technical Proficiency: Be able to offer technical input into complex solutions while supported by team technical leads.
- Disaster Recovery: Manage the disaster recovery and business continuity plans for applications.
- Performance Management: Conduct 121s with reporting line and drive improvements to service delivery and team capabilities. Sign off implementations into production ensuring strict release processes are adhered to.
Qualifications and skills
- Strong interpersonal skills and ability to interact with all business stakeholders up to and including Exec level engagement.
- Experience of developing and running multi-skilled teams with a proven track record in development of staff.
- Experience of working with Sonata (preferable) but experience of working with third party software package providers is essential.
- Experience in ITIL framework and IT Service management.
- Initiative and problem-solving skills, being able to work through a problem, try different solutions.
- Excellent business knowledge of Life/Pensions/Investment products.
- Experience of regulatory projects within Life/Pensions.
- Awareness/experience of workflow solutions.
- Proficient in using JIRA for task updates and tracking.
Scottish Friendly Values
We would like you to demonstrate the Scottish Friendly values in your role:
- WE’RE IN THIS TOGETHER: We collaborate and value each other’s opinion. We’re a small team with a big impact. We support each other to thrive and grow.
- WE CARE ABOUT OUR CUSTOMERS: Our customers are at the heart of everything we do. We’re committed to doing the right things for our customers. We listen to and learn from our customers.
- WE KEEP MOVING FORWARD: We always see change as an opportunity. Our progress is based on careful management of our risks. We have the courage to test new ideas and learn from them.
Application Support Manager employer: Scottish Friendly
Contact Detail:
Scottish Friendly Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Understanding how to implement these practices will not only help you in the interview but also demonstrate your proactive approach to application support.
✨Tip Number 2
Showcase your experience in team management by preparing examples of how you've developed and led multi-skilled teams in the past. Highlighting your leadership skills will be crucial, as this role involves managing a newly formed team.
✨Tip Number 3
Prepare to discuss your experience with stakeholder management. Think of specific instances where you've effectively communicated with senior leaders or external providers, as this will be key in demonstrating your ability to build strong relationships.
✨Tip Number 4
Brush up on your technical knowledge related to SQL and application support. Being able to offer insights into complex solutions will set you apart, especially since the role requires collaboration with technical leads.
We think you need these skills to ace Application Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in application support, team management, and ITIL practices. Use specific examples from your past roles that demonstrate your leadership skills and technical expertise.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background in financial services aligns with their needs, and provide examples of how you've successfully managed teams and improved application performance.
Showcase Technical Skills: Clearly outline your technical skills related to SQL, JIRA, and any other relevant software. If you have experience with Sonata or third-party software providers, make sure to include that as well, as it’s essential for this role.
Demonstrate Stakeholder Management: Provide examples of how you've effectively communicated and engaged with stakeholders at various levels. Highlight any experience you have in developing strong relationships with both internal teams and external service providers.
How to prepare for a job interview at Scottish Friendly
✨Showcase Your Leadership Skills
As an Application Support Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to team development and fostering a collaborative environment.
✨Understand ITIL Best Practices
Since the role requires implementing ITIL disciplines, brush up on your knowledge of ITIL best practices. Be ready to discuss how you've applied these principles in previous roles, particularly in incident and problem management.
✨Highlight Stakeholder Management Experience
Strong stakeholder management is crucial for this position. Think of specific instances where you've effectively communicated with various stakeholders, including senior leaders and external providers, to drive successful outcomes.
✨Demonstrate Technical Proficiency
You should be prepared to discuss your technical expertise, especially in relation to SQL and application support. Bring examples of complex solutions you've worked on and how you contributed to their success, ensuring you can articulate your technical input clearly.
