A growing technology business delivering specialist software solutions to enterprise clients across highly regulated and data-driven industries.
The company supports a portfolio of high-profile clients through a combination of SaaS platforms, managed services, and operational support solutions. With continued growth and increasing client demand, they are looking to strengthen their support and operations function with the addition of an experienced Application Support Manager.
The Opportunity
This is a highly visible role sitting between clients, support teams, and technical delivery functions.
You’ll lead application support operations while acting as a trusted point of contact for key client stakeholders, ensuring high levels of service delivery, communication, and operational performance.
The role combines client engagement, service management, technical support leadership, and operational oversight within a fast-paced technology environment.
You’ll manage support analysts and operational teams, oversee incident management and SLA performance, and help drive continuous improvements across support processes and client experience.
What You’ll Be Doing
* Act as the senior escalation point for critical client and platform issues
* Build strong relationships with enterprise clients and key stakeholders
* Manage and mentor application support and operational support teams across multiple locations
* Oversee ticket management, prioritisation, incident resolution, and SLA delivery
* Coordinate closely with engineering and technical teams to resolve complex issues
* Provide clear communication and reporting to clients throughout issue resolution and service reviews
* Monitor operational performance and identify opportunities for service improvementsSupport platform upgrades, release coordination, maintenance planning, and change management activities
* Maintain operational documentation, support processes, and knowledge sharing across teams
* Produce and present service reporting, KPI tracking, and operational analytics
What They’re Looking For
* Strong experience within Application Support, Technical Support, or Service Management environments
* Previous experience managing client-facing support or operations teams
* Excellent stakeholder management and communication skills
* Experience handling escalations, incident management, and SLA-driven environments
* Ability to translate technical concepts into clear client-friendly communication
* Strong organisational skills with the ability to manage multiple priorities
* Comfortable working cross-functionally with support, operations, engineering, and product teams
Nice to have:
* Experience within SaaS, fintech, enterprise software, or regulated industries
* Exposure to IT operations, infrastructure, or hosted environments
* Experience with ticketing systems, reporting tools, and operational analytics
Why Join?
* Opportunity to play a key role in a growing technology business
* Highly collaborative environment with strong exposure across the organisation
* Blend of operational leadership and client engagement
* Fast-paced environment with real ownership and autonomy
* Strong long-term progression opportunities
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