Application Services Manager

Up to £60,000 plus 3% flex allowance after 3 months and comprehensive benefits

We are currently recruiting for an Application Services Manager for a permanent role based in Central London. As Application Services Manager; you will take full responsibility for ensuring that customer-critical production applications are effectively managed, developed, delivered and supported throughout the organisation and across the application lifecycle. The core customer-focussed applications include, but are not limited to, Microsoft Dynamics 365 CRM, external APIs, Find a Solicitor Website and, in future, ecommerce.

The manager’s remit also covers the integration layer which connects key customer applications, including CRM, learning management solution and online portal, and will increase to link ecommerce and finance.

You will be responsible for building relationships with application service provider(s) and internal stakeholders ensuring that services are delivered are in-line with agreed Service Level Agreements (SLAs). As application services manager, you will lead ITIL adoption and improvements across the application team and will own, manage and champion IT Service Management processes including KPI Reporting, supplier and contract management (including service reviews), service design and transition and be actively involved in continual service improvement (CSI).

The Application Services Manager will also ensure that all new projects and changes are effectively transitioned into operational support and will act as the primary point of contact for project teams to ensure effective resourcing, processes and contracts are agreed prior to new services becoming

productionised.

Skills:

• ITIL Foundation Certificate
• Prince 2 or Agile Certified
• Strong understanding of application support and development in Customer Relationship
• Management (CRM Dynamics 365), Integration Services, APIs, customer facing portals and Ecommerce
• Substantial experience of data management and governance practices and tools
• Good understanding of data protection legislation and implications for the business and solutions
• Previous experience in roles involving business process analysis, design and mapping
• Supplier relationship and performance management
• Substantial experience in application service operations
• Experience of developing IT policies, processes and procedures
• Strong reasoning and advisory skills, with the ability to influence others
• Ability to communicate confidently and effectively with staff at all levels in the organisation
• Strong analytical, presentation and report writing skills
• Significant experience of leading teams – both internally, with suppliers and managed service providers.
• Experience of coaching, mentoring and people development
• Experience of using KPIs to drive continual service improvement
• Ability to effectively engage with and influence senior management
• Ability to resolve conflict and to deal with competing priorities
• Significant experience of driving continuous service improvement
• The ability to build and continually improve an application service function including support and development of applications
• Substantial experience of IT service design and delivery
• Develop and present business cases for change programmes to gain buy-in from stakeholders and to ensure that the organisation is in line with best practice
• Strong resilience and the ability to deal with ambiguity

If you feel you have the skills and experience needed for this role; please do apply now.