Application Support Manager

Equifind are proud to be supporting a leading Wealth Manager in hiring for an Application Support Manager based in the City of London by Liverpool Street. The firm have over 30Bn in AUM and are a leader in their field focused on adding wealth management services for private and institutional clients.

There is a wide focus on the tech team who service a huge range of clients and over 500 staff in London. Including Software Development; Data Engineering; Infrastructure; DevOps and Automation & Service Delivery.

The role is a Manager role with direct line management duties and this experience and coming from wealth or asset management are key.

The role:

Team Leadership & Management

• Lead, manage, and develop the application support team to ensure high performance and continuous growth.
• Allocate resources effectively to meet service demands and project requirements.

Service Operations & Incident Management

• Oversee the resolution of application-related incidents, service requests, and problems within agreed SLAs.
• Act as the escalation point for critical application issues and act as a major incident manager.

Application Lifecycle Support

• Ensure effective support for applications throughout their lifecycle, including deployment, maintenance, and decommissioning.
• Collaborate with development, product and project teams to ensure smooth transitions from project to support.

Stakeholder Engagement

• Maintain strong relationships with business users, Technology teams, and third-party vendors to ensure service alignment and satisfaction.
• Communicate service performance, risks, and improvement plans to stakeholders regularly.

Process Improvement & Governance

• Drive continuous improvement initiatives to enhance support processes, tools, and documentation.
• Ensure compliance with ITIL practices and internal governance standards.
• Ensure staff understand and apply all policies and procedures, keeping up to date with all internal compliance courses.

Monitoring & Reporting

• Monitor application performance and support metrics, identifying trends and areas for improvement.
• Produce regular reports on service performance, incident trends, and team productivity.

Change & Release Support

• Support the planning and execution of application changes and releases, ensuring minimal disruption to services.
• Participate in change advisory boards (CAB).

Knowledge Management

• Ensure the creation and maintenance of knowledge base articles, runbooks, and support documentation.
• Promote knowledge sharing within the team to improve efficiency and reduce resolution times.

Flexibility & Additional Responsibilities

• The nature of the role requires some work outside of normal business hours including weekends, evenings and public holidays.
• Perform other duties as assigned by Head of Service Delivery.

The role is paying up to £90k, plus a generous pension allowance, bonus and flexi benefits.

Perm.