As an Application Support Manager, you will be working with our Product teams in one or more of our domains within the BA Digital Delivery Team to bring agile change to life and apply SAFe as an overarching umbrella.

Purpose of the role
The Application Support Manager holds a pivotal role within our organisation, ensuring seamless planning, implementation, and production support. You are entrusted with the accountability of coordinating closely with end-user clients to foster robust relationships, and diligently responding to both critical and routine application support requests. Your role is instrumental in liaising with software vendors and consultants, ensuring that development and support processes are well-coordinated and align with the organisation’s standards and objectives.

The candidate will exhibit a profound understanding of application support dynamics. By interfacing effectively with external vendors, consultants, and internal stakeholders, you ensure that the application environment remains robust, secure, and well-supported. Your role is not merely about managing support operations, but about creating a conducive environment for continuous improvement and collaborative problem-solving, thus contributing significantly to BA Digital's success.

Accountabilities

• Oversee the team responsible for supplying BAU information, guiding the development and implementation of system enhancements and agile delivery regarding production support requests
• Ensure the active inclusion of support and non-functional requirements in epics, determining how capabilities will be supported
• Provide expertise and support in AWS optimisation to enhance cloud-based functionalities
• Lead the provision of configuration and maintenance services for SharePoint online and other systems as indicated
• Define and implement streamlined support processes, operating procedures, and best practices for application management, while ensuring active and effective business ownership of applications
• Manage the liaison required for the progress of business change related to system updates and changes involving the Applications Support team
• Act as a decision-maker on the performance of the Applications Support team and
  recommendations to the IT leadership team for improving the service
• Foster and cultivate relationships with customers and stakeholders, including
  establishing and maintaining a 'community of users' network
• Lead and manage the Applications Support team, ensuring timely communication, efficient resource allocation, and alignment with BA values
• Demonstrate exceptional interpersonal and communication skills, ensuring clear and effective communication across all levels of the organisation, facilitating cross functional collaboration, and building strong relationships with both internal teams and external stakeholders
• Showcase a high degree of emotional intelligence, adapting to different personalities and situations, understanding and valuing diverse perspectives, and promoting a culture of respect and understanding within the team and the broader organisation

We are looking for individuals with ability to provide both a technical and a commercial focus, with the ability to analyse and understand complex business processes, drive change assessment, and
identify opportunities for improvement, simplification, and re-usability.

We are looking for individuals able to navigate through uncertainty, with high agility and adaptability that work smarter not harder.

This role may require some travel and working from multiple sites/locations within UK and
internationally. You must be willing and able to travel to participate in meetings, workshops and other related activities.