We are seeking an experienced IT Application Support Manager to lead the delivery and evolution of our IT application support services with a product ownership mindset. This hybrid role combines strategic ownership of the IT Application Support Service with the operational responsibility of managing a third‑party application support partner, ensuring high‑quality service delivery aligned with business needs.
Responsibilities
* Manage the relationship with a third‑party outsourced application support provider, ensuring contractual obligations, SLAs, and KPIs are consistently met or exceeded.
* Act as the primary escalation point for service issues, driving resolution and continuous improvement in collaboration with the vendor.
* Monitor service performance, user satisfaction, and incident trends to identify and drive areas for improvement and innovation.
* Ensure seamless integration between internal teams and the external support partner to deliver a cohesive support experience.
Product Ownership
* Own the IT Application Support Service as a product, including its roadmap, backlog, and lifecycle.
* Gather and prioritize user feedback, pain points, and enhancement requests to shape service evolution.
* Define and communicate the vision for IT support services, ensuring alignment with business goals and user expectations.
Strategic Planning & Innovation
* Identify opportunities to enhance support services through automation, self‑service, and emerging technologies.
* Collaborate with internal stakeholders and the support partner to implement service improvements and new capabilities.
* Align support services with broader IT and digital transformation strategies.
Stakeholder Engagement
* Serve as the voice of the user within the IT organisation, advocating for service quality and usability.
* Provide regular updates to leadership on service performance, roadmap progress, and key initiatives.
* Foster strong relationships with business units, ensuring support services meet evolving needs.
Required Qualifications
* Proven experience managing third‑party IT service providers or outsourced support functions.
* Strong understanding of ITIL practices and service management frameworks.
* Experience working with product teams and demonstrating a clear understanding of product ownership.
* Excellent communication, vendor management, and stakeholder engagement skills.
Desirable Qualifications
* Experience with Agile or DevOps methodologies.
* Familiarity with service management tools (e.g., ServiceNow, Jira Service Management).
* Knowledge of application support models and enterprise IT environments.
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