Application Support Manager

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 OpportunityThis 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 DoingAct as the senior escalation point for critical client and platform issuesBuild strong relationships with enterprise clients and key stakeholdersManage and mentor application support and operational support teams across multiple locationsOversee ticket management, prioritisation, incident resolution, and SLA deliveryCoordinate closely with engineering and technical teams to resolve complex issuesProvide clear communication and reporting to clients throughout issue resolution and service reviewsMonitor operational performance and identify opportunities for service improvementsSupport platform upgrades, release coordination, maintenance planning, and change management activitiesMaintain operational documentation, support processes, and knowledge sharing across teamsProduce and present service reporting, KPI tracking, and operational analytics

What They’re Looking ForStrong experience within Application Support, Technical Support, or Service Management environmentsPrevious experience managing client-facing support or operations teamsExcellent stakeholder management and communication skillsExperience handling escalations, incident management, and SLA-driven environmentsAbility to translate technical concepts into clear client-friendly communicationStrong organisational skills with the ability to manage multiple prioritiesComfortable working cross-functionally with support, operations, engineering, and product teams Nice to have:Experience within SaaS, fintech, enterprise software, or regulated industriesExposure to IT operations, infrastructure, or hosted environmentsExperience with ticketing systems, reporting tools, and operational analytics Why Join?Opportunity to play a key role in a growing technology businessHighly collaborative environment with strong exposure across the organisationBlend of operational leadership and client engagementFast-paced environment with real ownership and autonomyStrong long-term progression opportunities

The CompanyA growing technology business delivering specialist software solutions to enterprise clients across highly regulated and data-driven industries.