Application Support Manager
Scottish Friendly Assurance Glasgow, United Kingdom
Application Support Manager
Scottish Friendly Assurance Glasgow, United Kingdom Apply now Posted 14 hours ago Permanent Competitive
Application Support Manager
Scottish Friendly Assurance Glasgow, United Kingdom Apply now
Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?
Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.
About this Role
Our technology team sits at the heart of the organisation, ensuring that internal and external users benefit from the most efficient and user-friendly applications and services.
We are looking for an experienced and proactive Application Support Manager to lead, develop and embed a newly formed application Support function. Bringing together a team of Support Analysts, Application Specialists and SQL developers to ensure the smooth operation, maintenance, and continuous improvement of business-critical applications.
The ideal candidate will have background in financial services with practical application of ITIL disciplines, technical expertise and required leadership skills to oversee incident management, problem management, live service provision with strong stakeholder management and proven team development experience.
As a key service within our business, our Application Support team provides support for our life and wealth business using packaged solutions supported by a number of bespoke developed SQL solutions. Experience of working with external solution providers to drive the right business outcomes would be required.
Key Responsibilities
• Team Management: Lead, support, manage and develop a newly formed application support team to ensure efficient and effective support for all applications. This will involve the development of support best practice, underpinning processes and development of the team to embed a new function within the organisation.
• Incident Management: Oversee the incident management process of applications, ensuring timely resolution of issues and minimizing downtime.
• Service Level Agreements (SLAs): Development of an Application Service Catalogue with associated SLAs and development of a high performing team to ensure adherence to agreed SLAs, maintaining high levels of customer satisfaction.
• Technical Expertise: Implement selected ITIL best practices to ensure that we develop a customer focussed service oriented.
• Problem Management: Conduct root cause analysis for recurring issues and implement solutions to prevent future occurrences.
• Stakeholder Management: Develop strong relationships through effective communication and engagement with internal and external stakeholders, including senior business leaders and third-party service providers.
• Performance Monitoring: Develop, monitor and report on the performance of applications and the support team, identifying areas for improvement.
• Compliance: Ensure all processes and procedures comply with regulatory requirements and company policies.
• Quality Assurance: Ensure that team deliverables are quality reviewed and work with Testing and Analysis functions to ensure releases are tested and fit for implementation
• Technical Proficiency : Be able to offer technical input into complex solutions while supported by team technical leads
• Disaster Recovery: Manage the disaster recovery and business continuity plans for applications.
• Performance Management - Conduct 121s with reporting line and drive improvements to service delivery and team capabilities.
• Sign off Implementations into production ensuring strict release processes are adhered to.
Qualifications
• Strong interpersonal skills and ability to interact with all business stakeholders up to and including Exec level engagement
• Experience of developing and running multi-skilled teams with a proven track record in development of staff
• Experience of working with Sonata (preferable) but experience of working with third party software package providers is essential.
• Experience in ITIL framework and IT Service management
• Initiative and problem-solving skills, being able to work through a problem, try different solutions.
• Excellent business knowledge of Life/Pensions/Investment products.
• Experience of regulatory projects within Life/Pensions.
• Awareness/experience of workflow solutions.
• Proficient in using JIRA for task updates and tracking.
With assets under management of over £5bn and more than 700,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you.
We support life inside and outside work, offering:
Recognition awards: Win exciting prizes, including one weeks' annual leave plus £3,000 spending money.
Refer-a-friend scheme: Earn rewards for bringing talented friends to our team.
Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.
Supporting the future: 10% employer pension contribution, 4 x group life cover.
Getting around: Access to cycle-to-work schemes, Electric Vehicle scheme* and travel loans.
Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice a variety of savings at top high street and online retailers.
Hybrid model with up three remote days per week, totalling 35 hours per week Monday to Friday.
We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don't hesitate to let us know.
Job ID a84b4eb8-4807-4c6c-88cf-19735fd52400
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