Location
Newcastle, UK
Overview of the role
Working with IT Operations Centre Management, the Business Applications Team will oversee the day‑to‑day operation of the 3rd line IT Business applications support service. The team will play an essential role in ensuring that applications perform to a high level while adhering to Mott MacDonald’s policies and procedures.
Key duties and responsibilities
* Provide support to the Business Applications team, including but not limited to components of the Deltek ERP suite
* Deliver an outstanding customer experience by focusing on employee needs and providing timely resolutions with clear, regular communication within the agreed SLA’s
* Work closely with wider applications teams to define support requirements and improve service across Business Applications
* Act as a technical support analyst within the team for complex support issues and critical situations in owned technology areas
* Collaborate with third‑party support partners to manage, monitor, and resolve problems, incidents and requests escalated to them
* Ensure day‑to‑day maintenance activities are carried out timely and provide input to a forward schedule of maintenance, upgrades, and projects
* Understand business critical needs and escale urgent issues to minimise impact on productivity
* Ensure IT solutions comply with Mott MacDonald standards and internal governance
* Maintain and improve knowledge of service desk operations and troubleshooting processes
Qualifications
* Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience
* Strong understanding of a global ERP system
* Experience of IT Service Management best practice, especially Incident, Problem and Change Management
* Excellent verbal and written English communication skills
* Knowledge of ITIL Service Management best practices (ITIL V3/V4)
* Experience in ServiceNow or similar ITSM tools
* Experience supporting Deltek Maconomy or other ERP systems
* Experience working in a global organisation
Personal Attributes
* Passionate about technology and learning
* Ability to balance demands and priorities while working clearly under pressure
* Attention to detail and a focus on quality
* Excellent conflict resolution, communication and collaboration skills
* Logical and analytical approach to solving problems
Immigration
Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK that do not require sponsorship.
Equality, Diversity and Inclusion
We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression and are committed to creating an inclusive environment where everyone feels they can contribute.
Benefits
Financial Wellbeing
* We match employee pension contributions between 4.5% and 7%.
* Life assurance equal up to 4× your basic salary, with an option to increase the level of cover to 6× your salary.
* Our income protection scheme provides a financial benefit, as well as absence and return‑to‑work support due to long‑term illness or injury.
* Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
* Annual bonus schemes tied to firm performance.
Employee Ownership
* No external investors—our focus is on shared success.
* Employees have a stake and a voice in the business through performance bonuses.
* Senior roles offer a direct pathway to ownership from day one.
Health and Wellbeing
* Private medical insurance for all UK colleagues.
* Health cash plan for everyday health costs and treatments.
* Access to the Peppy programme providing free support from menopause experts for all UK colleagues.
* Comprehensive wellbeing programme for employees and families.
* Flexibility to adjust salary to opt into a wide range of health benefits.
Lifestyle
* Minimum of 33‑35 days holiday per year, inclusive of public holidays, with ability to buy/sell leave.
* Holiday entitlement increases to a minimum of 35 days after 5 years’ service.
* Employee saving schemes and discounts from high‑street retailers.
Enhanced Family and Carers Leave
* 26 weeks paid maternity and adoption leave; two weeks paid paternity/partner leave.
* Shared parental leave matches maternity leave (up to 24 weeks at full pay).
* Up to five additional days leave for significant caring responsibilities (two paid).
Learning and Development
* Primary annual professional institution subscription.
* Opportunities to enhance technical and soft skills through mentoring, formal training and self‑development options.
Networks, Communities and Social Outcomes
* Wide range of employee groups including LGBTQ+, gender, race, ethnicity, disability and parent/carer communities.
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