Applications Support Manager
£40K - £60K + Bonus
My Client are currently seeking an experienced for an Applications Support Manager to work within the Projects and Consultancy Department. The successful candidate will manage the Application Support delivery team, who provide high level support, change and release management to a select number of customers. The role will be 10-20% technical, with the remainder of the time managing the contracts, customer relationships and the team. You will need to have had experience in service support management responsibility, managing SLA's, change management, relationship management and be calm and controlled.
Ideally you will be from a project engineering background and will need to have experience with Wonderware System Platform. Any experience with Line Management and any other SCADA/PLC/MES experience would be beneficial too.
The main purpose of the Applications Support Manager is to:
Manage the performance of the Support Team and ensure that Service Level Agreements are achieved as set by the business for various customers.
To manage the Application Support delivery team(s) to provide outstanding technical support, change and release management.
To develop, support and manage the performance of the Application Support team and you will always ensure the necessary skills and capacity to deliver outstanding levels of customer service
Managing the relationships with relevant stakeholders and ensuring they are aligned to provide appropriate support and development.
To ensure the highest levels of overall customer satisfaction measured NPS.
you will work very closely with the Technical Support team; meeting regularly with the Product Managers to understand and communicate new features to the wider business and to continually improve process flows between Support and consultancy team.
The Applications Support Manager position will involve the following areas of responsibility:
Oversee all requests, incidents, problem and change management. Acting as a hierarchal point of escalation and co-ordinate response to critical issues raised.
Planning Application Support & Projects Services (Changes), ensuring correct prioritization, change management and timescales
Develop and implement career plans for Applications Support staff.
Responsible to manage biweekly contract review meetings with the customers
Controlling case numbers, their complexity and priority, and ensuring that all engineers are following quality processes and guidelines, and best practices.
Monitoring and reacting to NPS or direct feedback to ensure a rolling three-month average of above 50%
Managing customer complaints and/or non-conformances, escalating where appropriate
Producing comprehensive biweekly, monthly and quarterly reports on Application support tickets, change requests and system performance with figures, analysis and actions to internal and external stakeholders
Identifying and implementing improvements in working practices and/or processes and procedures
Enabling the Application service team's professional and personal development in line with business needs, through monitoring, coaching, structured training, personal development activities and 'stretch' activities
Managing the performance of the application services team in line with agreed objectives and targets
Holding regular reviews and appraisals, and maintaining Work Compass for all direct reports
Providing an escalation point for all members of the application services team in relation to support issues, logs and problems
Identifying sales leads and opportunities from on-going customer interactions
Providing high quality, remote, telephone-based, application support and project services
Staying up to date with the development of new products and operating systems
Ensuring active management of reactive, proactive and change management requests for the select accounts
If this sounds like you and you'd like to be considered for this position, please contact Lauren Ballard at Vantage Consulting on (phone number removed) or email