Senior Application Support Manager (Burton Upon Trent)

Halian Technologies is looking for an experienced and driven Senior Application Support Manager (Retail and Digital) to lead the delivery of enterprise-scale application support across digital and in-venue systems for a high-impact, consumer-facing environment.

This is a senior leadership role that blends strategic planning with hands-on service delivery to ensure reliable, customer-focused technology operations across a complex application portfolio—including mobile apps, e-commerce platforms, POS systems, and kitchen management software. You will play a vital part in driving system availability, service performance, and continuous improvement across the digital and retail landscape.

Key Responsibilities:

• Provide visionary leadership across digital and retail IT application support
• Line manage and develop a high-performing support team , including performance and career development
• Design and implement strategic plans to enhance service quality and resilience
• Drive a customer-first culture in IT support, balancing user experience and operational efficiency
• Collaborate with digital product, project, and third-party vendor teams to resolve issues quickly and effectively
• Maintain and improve service availability , performance monitoring , and incident management
• Lead problem resolution, root cause analysis, and proactive issue prevention across systems
• Partner with internal and external stakeholders to align on support strategy and SLA delivery

Key Requirements:

• Extensive experience in Hospitality or Retail IT Support at scale
• Proven ability to lead application support functions across customer-facing technologies
• Solid understanding of the Software Delivery Lifecycle and the role of support within it
• Skilled in modern support practices , including automation, alerting, and monitoring tools
• Strong communication, stakeholder engagement, and vendor management abilities
• Ability to thrive in high-pressure environments and make confident, timely decisions
• Strong leadership qualities, with the ability to coach, mentor, and inspire teams
• Clear focus on service delivery, system reliability, and process optimisation

Apply now to take the lead in transforming digital and retail support operations across a nationwide estate.