Are you an Application Support Manager looking for a unique opportunity?
Do you have proven experience of working within a best-practice IT Service Management framework (e.g. ITIL), delivering continuous service improvement?
Can you remain calm and maintain team harmony during periods of ambiguity and pressure?
If so, the newly created Application Support Manager vacancy could be a perfect next challenge!
About the role:
The Application Support Manager will lead the team in application support and service management. The key area of focus for 2024 is to provide technical stability and great IT customer service to our teams as the business undergoes significant growth.
Based in Avonmouth on a hybrid working basis – 3-4 days in office
Compensation – competitive salary, bonus scheme, pension, 4 x life assurance, healthcare, 25 days leave annually (including Christmas shutdown)
What you will be doing:
- Manage and coordinate the Application Support team to simplify the array of services and applications, reducing overall complexity and therefore outages, allowing for quicker and more effective service
- Ensure full documentation of all application services, tools and processes are kept up to date, along with the smooth transition of new applications into Support
- Define, maintain, and measure Application Support efficiency and effectiveness with SLAs and KPIs, maintaining service dashboards and contributing to the management of change
- Oversee and develop all application monitoring, putting in place appropriate alerting measures
- Foster positive/productive relationships with business/IT stakeholders/vendors, promoting a culture of continuous improvement, partnership, and teamwork through good/consistent management principles
- Monitor service agreements with third party vendors
- Major Incident Management and Root Cause Analysis on application support tickets
About you:
- Proven listening, communication, and customer service skills, ensuring support issues are swiftly and transparently dealt with
- Analytical and problem-solving skills, delivering IT services in a dynamic, multi-sourced environment
- Highly organised and displays strong attention to detail
- Quickly establishes respect, develops a strong team ethic, and inspires/nurtures team members
- Manage vendors' and individuals' performance diligently against agreed objectives, quickly addressing any areas of under-performance
- Must have an existing right of eligibility to work in the UK
Key Attributes – trust, collaboration, respect, passion, drive, resilience
About us:
Harding+ is leading the way in innovative onboard cruise retailing, working closely with our cruise line partners and brand partners to ‘make every cruise better'. We stay at the forefront of retailing and consistently provide outstanding customer service, culminating in winning the Cruise Retailer of the Year award for 2022 and 2023.
Harding+ is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success, making recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Harding+.
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