Overview
In this role, you will lead a skilled second-line support team responsible for the stability, performance, and continuous improvement of business-critical applications supporting national healthcare operations. You'll ensure all incidents and service requests are resolved swiftly, balancing hands-on technical expertise with effective leadership to maintain operational excellence. You will act as the key escalation point for complex technical challenges, guiding investigations, collaborating with internal technical teams and third-party partners, and embedding a culture of accountability and service excellence. You'll also champion knowledge sharing, ensure compliance with governance and security standards, and contribute to strategic service improvement initiatives.
Responsibilities
* Lead & Inspire: Manage and motivate a high-performing second-line application support team, promoting technical excellence and collaboration.
* Deliver & Resolve: Oversee incident, problem, and service request resolution to maintain system stability and user satisfaction.
* Analyse & Improve: Lead root-cause analysis and implement continuous service improvements.
* Collaborate & Communicate: Liaise with internal stakeholders, technical specialists, and external vendors to coordinate effective issue resolution.
* Monitor & Report: Track service performance metrics and provide insightful reporting to senior leadership.
* Govern & Comply: Ensure all activity aligns with governance, compliance, and security standards across the programme.
Qualifications
* Extensive experience leading 2nd line or application support teams. Strong technical background with hands-on troubleshooting and analysis skills.
* Proven ability to manage major incidents and complex escalations.
* Deep understanding of ITIL-based service management principles.
* Strong stakeholder management and communication skills.
* Experience within secure, compliance-driven, or critical service environments.
* Willingness to travel occasionally to Leatherhead, Reading, or Chippenham.
About CGI and Benefits
At CGI, we\'re shaping the future of critical national services through technology, innovation, and partnership. As an Application Support Manager, you\'ll lead a talented second-line support team delivering robust, high-performing applications for the Enhanced Live Medical Services (ELMS) programme - a key pillar in safeguarding the UK\'s national infrastructure. This role offers the opportunity to make a tangible difference every day, ensuring service reliability, optimising performance, and driving continuous improvement. You\'ll thrive in a collaborative, solution-focused environment where ownership, creativity, and support empower you to deliver meaningful impact and shape the future of secure service delivery.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you\'ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That\'s why we call ourselves CGI Partners rather than employees. We\'ll benefit from our collective success and actively shape our company\'s strategy and direction. Your work creates value. You\'ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You\'ll shape your career by joining a company built to grow and last. You\'ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world.
We are a global business with 91,500 professionals across hundreds of locations worldwide, providing end-to-end IT and business process services that drive our clients\' businesses. In the UK alone, we have around 6,000 member-partners working across 19 towns and cities, doing everything from writing complex code to designing sophisticated software solutions. The work we do powers some of the most ambitious projects that touch the lives of many. Our approach sets us apart, characterised by our proximity model, international presence, expertise, and operational excellence. We organise our operations within metro markets where our clients have concentrated footprints, empowering our local teams to build trusted, in-person relationships. As you build your career here, you\'ll develop your skills, share your insights, and work side-by-side with colleagues and clients on innovative solutions that address the most complex issues. Our commitment to ownership, flexibility, and being approachable makes us easy to do business with. Join us, and together, as owners, let\'s turn meaningful insights into action to meet the needs and balance the interests of our clients, shareholders, communities, and each other.
Benefits: Insurance coverage, Medical benefits, Pension plan, Member Assistant Programme, Check4Cancer, Flexible time off, Share Purchase Plan, Member discounts, Dental benefits, Vision benefits, Profit Participation Plan, Health and Wellbeing Programme
CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK Best Employer by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you\'ll be part of an open, friendly community of experts. We\'ll train and support you in taking your career wherever you want it to go. Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. Onsite requirements in the Bridgend office.
#J-18808-Ljbffr