Application Support Team Manager

Lead a team dedicated to ensuring the availability, functionality, and performance of all core business applications, supporting essential business processes. You will collaborate closely with business users, Product Owners, and third-party support partners to manage, diagnose, and resolve issues while proactively monitoring and supporting the applications.

Responsibilities:

• Provide daily support for core business applications across all regions (including SAP ERP, HR/HCM, E-commerce, CRM, Retail POS)
• Lead the Application Support Analyst team, ensuring effective work allocation, SLA adherence, identifying and meeting training needs, and improving processes.
• Manage escalations both internally and with suppliers, including appropriate business communications.
• Deliver support for all core IT business applications
• Maintain a thorough process for logging and assigning issues and service requests to relevant team members and external suppliers.
• Ensure issue resolution within assigned SLAs and proactively work to minimize future calls.
• Coordinate with external suppliers for call tracking and resolution within their agreed SLAs.
• Work closely with users to understand their daily challenges and IT issues, providing recommendations for application improvements.
• Support planned out-of-hours work as required and participate in on-call support rotations.
• Report on SLA adherence and system performance to key tech stakeholders.
• Identify and manage recurring issues to reduce problem occurrences.
• Strive to provide the best possible service and maintain a robust and stable environment for colleagues and customers.
• Ensure compliance with Health and Safety legislation in all working practices.

Experience

• Proven experience in managing small teams.
• Full computer literacy with significant experience in supporting ERP, E-commerce and cloud systems
• Extensive application support experience, particularly in a retail environment.
• Knowledge of database and reporting technologies (desirable).

Personal

• Strong people management skills.
• Excellent oral and written communication skills.
• Superior customer service skills.
• Ability to make quick and effective decisions.
• Keen problem-solving abilities.
• High flexibility and adaptability.
• Capability to work under pressure.
• Effective organizational skills.

Qualifications:

• ITIL Certification