Senior Application Service Manager

We have an exciting opportunity in our IT Team for a Senior Application Service Manager. In this role you will be responsible for overseeing the IT business application services to end-users, ensuring that service level agreements (SLAs) are met, and to maintain customer satisfaction. Primary duties will include providing 2nd line technical support for in scope applications, working with infrastructure and 3rd line teams to ensure applications and platforms are operating as required.

In this role you will also be managing and developing the Service Analyst team, monitoring performance metrics, addressing customer concerns, and collaborating with internal departments to improve service quality.

This is a key role which will be driving operational efficiency, implementing best practices, and fostering strong client relationships. Additionally, you will be tasked with identifying areas for service improvement, conducting regular reviews with the Head of IT Service Delivery, and working towards enhancing overall service delivery processes.

Key Accountabilities include:

• Team Leadership: Responsible for leading and supervising their team members, providing guidance, support, and direction to ensure that tasks are completed effectively.
• Performance Management: This includes setting goals for team members, conducting performance evaluations, providing feedback on performance, and addressing any performance issues that may arise.
• Resource Management: Responsible for resource allocation within their team, including assigning tasks, managing workloads, and ensuring that resources are used efficiently.
• Training and Development: Play a key role in identifying training needs for their team members, providing opportunities for skill development, and supporting career growth.
• Conflict Resolution: Handling conflicts or issues that arise within the team fairly and constructively is an important aspect of line management responsibilities.
• Communication: Primary point of contact between senior management and their team members, as well as facilitating communication within the team.
• Policy Implementation: Ensuring that organizational policies and procedures are followed within the team and setting a good example in terms of adherence to company guidelines.
• Motivation and Engagement: Keeping team members motivated and engaged by recognizing achievements, providing positive reinforcement, and fostering a positive work environment.
• Risk Management: Identifying potential risks within the team’s operations or projects and taking proactive measures to mitigate these risks.
• Decision Making: Making informed decisions related to tasks, projects, resource allocation, and other aspects of managing the team.

Technical Expertise:

• Strong in application support including technical, Oracle, SQL, JAVA, .net, Unix, Linux and networking, VMware, Cloud (Azure).
• In-depth technical knowledge of ServiceNow to optimize service management processes and improve system functionality.
• Remaining informed about industry trends and emerging technologies to integrate innovative practices into service management.

Incident Management:

• Major Incident Management: Manage, own and communicate major incidents (MIM), adhere to the SLA we have in our process documentation.

Knowledge Management:

• Develop and oversee knowledge management processes to ensure the effective capture, storage and dissemination of information within the organisation.
• Implement best practices in knowledge management to enhance service management and operation efficiency.

Reporting & Metrics:

• Utilising ServiceNow to generate comprehensive reports on key performance indicators (KPIs) and metrics related to service delivery.
• Ensure that ServiceNow reporting is carried out to identify areas where improvements can be made, facilitating data driven decision making.

We would value the following attributes:

• Proven experience in service management, with a focus on ServiceNow.
• Strong leadership experience, ability to drive, motivate and develop a team.
• Strong understanding of ITIL principles and best practices.
• Excellent analytical skills with the ability to interpret complex data and generate actionable insights.
• Exceptional communication and interpersonal skills, with experience presenting to senior management.
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.
• Strong strategic thinking and planning skills.
• ITIL foundation (v3 or v4).
• Solid experience in standard ITIL disciplines, e.g., Incident, Change Problem Management.
• Solid experience using ServiceNow.

We have an array of benefits to suit your lifestyle including; Car Allowance, on target bonus, Employee assistance programme with legal and financial advisors as well as mental health counselling. Perks at Work with discounts in various retailers as Currys PC World, Samsung, John Lewis and more. Access to Mental Health First Aiders, Contributory Pension Scheme after 3-month service, Cycle to Work Scheme, Service Based Holidays, Career Development and internal progression opportunities. Team members can take up to two paid Volunteer days per calendar year to carry out volunteer activities.

We offer Hybrid / Smart working, to allow you to balance your time between home and office.

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