Head of Application Support (IS)
Location: Liverpool
Hybrid: 3x on site per week
Sector:End User - FMCG

The Head of Application Support is responsible for overseeing the support and maintenance of all enterprise applications, ensuring their optimal performance and availability. This role requires strong leadership, technical expertise, and a deep understanding of ITIL and service management processes. As the leader of the application support and technical team, you will manage a team of application support specialists, collaborate closely with the Information Systems Director, and ensure that business-critical applications are running smoothly and efficiently.

You will play a key role in solving complex issues, improving service delivery, and enhancing the overall user experience.

Key Responsibilities:
*Lead and mentor a team of application support and technical professionals, fostering a high-performance culture. Provide direction, training, and development to team members, ensuring alignment with organisational goals and industry best practices.
Application Support & Maintenance:
*Oversee the daily operations of application support for enterprise software solutions, ensuring issues are promptly addressed and resolved. Prioritise and manage incident resolution, problem management, and root cause analysis, ensuring minimal disruption to business operations.
Collaboration with IS Director:
*Work closely with the Information Systems Director to align application support strategies with the broader IT and business goals. Provide regular updates on application performance, incidents, and improvements, contributing to decision-making around technology investments and improvements.
Incident & Problem Management:
*Apply ITIL best practices to lead and manage incident and problem management processes. Ensure that issues are addressed within SLAs, root causes are identified, and appropriate preventive measures are implemented to reduce future incidents.
Service Delivery & Reporting:
*Ensure the team consistently meets or exceeds service delivery expectations. Develop and maintain key performance indicators (KPIs), service level agreements (SLAs), and other relevant metrics to measure and improve application support performance.
Technical Expertise & Problem Solving:
*Provide hands-on technical support and troubleshooting for complex application issues. Offer expert guidance and solutions for resolving critical problems, working with cross-functional teams as needed to implement effective solutions.
Stakeholder Management:
*Engage with internal stakeholders to understand their needs and ensure applications support the business effectively. Communicate updates on application status, issues, and enhancements in a clear and timely manner.
Qualifications/Experience
*Bachelor’s degree in computer science, Information Technology, or a related field.
*5 years in an application support or technical leadership role.
*Strong understanding of ITIL frameworks, particularly in incident management, problem management, and service operations.
*Extensive experience managing and mentoring teams, with proven leadership skills and the ability to inspire and develop talent.
*Strong technical background with hands-on experience supporting enterprise applications, databases, and systems integration.
*Excellent problem-solving and troubleshooting abilities, with a proactive approach to preventing issues before they arise.
*Exceptional communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.
*Experience with Dynamics 365.
Benefits:
*25 Days holidays + the option to buy further annual leave.
*Flexible working
*Savings at 500+ outlets (Healthcare, Gym Discounts, Savings on Holidays, Retail)
*Pension Scheme with Life Assurance: Starts at 4% and matched by the client up to 10%
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