Business Applications Support Manager
Location: Ealing / Hybrid (some office attendance required)
Salary: £67,232-£75,000 (dependent on experience)
Contract type: Permanent, 35 hours across 5 days per week
DBS Level: Basic
Key Responsibilities
* Lead and manage the Applications Support team (team of 6), ensuring high-quality support services across all business applications
* Oversee 2nd and 3rd line support activity, ensuring incidents and problems are resolved within agreed service levels
* Manage relationships with third-party suppliers and support partners to guarantee service excellence and SLA performance
* Support and optimise key business applications including Dynamics 365, NEC Housing, Genesys, TotalMobile, and related systems
* Drive continuous improvement by analysing support trends, recurring issues, and opportunities for system enhancements
* Work closely with Service Delivery, Change, and IT teams to ensure smooth transition of new applications and system changes into support
* Lead initiatives to improve user adoption, application knowledge, and best practice usage across the organisation
* Ensure robust ITSM processes are maintained across incident, problem, change, access, and availability management
* Monitor application performance, system interfaces, database operations, and licensing compliance
* Produce performance reports and provide insight to stakeholders on service quality and improvement opportunities
* Coach and develop the Applications Support team, identifying skills gaps and supporting professional development
* Build strong relationships across IT and the wider business to ensure customer-focused service delivery
More About You
* Educated to A-Level standard (or equivalent qualification or experience)
* Proven experience managing an applications support or business systems support function
* Strong knowledge of IT Service Management principles and ITIL practices
* Experience supporting enterprise applications such as Dynamics 365 (CE and/or F&O), NEC Housing, or similar business-critical systems
* Experience managing third-party suppliers and service providers
* Strong stakeholder management and communication skills, with the ability to build effective relationships across all levels
* Experience leading and developing technical support teams in a complex environment
* Good understanding of Microsoft and Azure technologies including SQL, Logic Apps, and DevOps (desirable)
Benefits
* 25 days’ holiday (plus Bank Holidays) increasing up to 28 days with 3 years of service
* Up to 8% contributory pension
* Flexible working
* Annual allowance of up to £300 to use towards health and lifestyle benefits for you and your family
Inclusion at A2Dominion: We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process – just contact our Resourcing Team at resourcing@a2dominion.co.uk.
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