Position - Application Support Manager
Location - London (Hybrid)
Salary - £65,000 - £75,000 + Bonus & Benefits
We are partnered with one of the leading real estate companies in Europe focusing on the ownership and management of modern logistics and distribution properties. Headquartered in London and Luxembourg, with regional offices in France, the Netherlands, Germany, Italy, Poland, Portugal, Spain, Romania, Hungary, Czech Republic, Finland & Sweden our client currently owns a portfolio of over 600 high quality properties and manage a significant amount of additional assets on behalf of third-parties in key locations across the European supply chain.
Currently go through a period of change and transformation our client is seeking an Application Support Manager to play a key role of ensuring a trusted, high performing and well supported application environment that meet the needs of internal and external users. The role will see the Application Support Manager owning and being the lead IT Support for all primary business system applications.
This is a hands-on business customer facing role with a focus on issue resolution and improvement of application service delivery & service levels.
Main Responsibilities:
- Reporting into the Property Systems Lead, you will be working within a small team supporting the leading core business applications.
- Day to day management and priority setting of additional support resource(s) including the direct line management of Application Support Analysts.
- Triaging, analyzing and resolving inbound tickets, including allocating tickets to the correct resolved groups.
- Ensuring the right service reporting, dashboards and ticket analysis data is prepared weekly.
- Applying problem management principles to reduce recurring themes, improving overall service.
- Escalating priority and urgent tickets, including 3rd party supplier management.
- Business liaison; presenting service reports, ticket status and progress. Including the facilitation of priority setting.
- Management and facilitation of the change advisory process (CAB) including release coordination, release notes and communications.
- Ensuring the right controls, approvals and execution of system administration changes.
- System administration changes to master data and rules when required.
- Specification of new software changes.
- Software testing of new changes and releases, including regression testing.
- Creating release notes, training material and training end users when required.
- Building effective relationships across the application stakeholder community.
- Building a deep understanding of the product and associated supporting processes.
Skills, Knowledge and Experience:
- Must have previous similar experience of managing support for a ERP type application including finance (invoicing, AR, AP and GL).
- Preferable experience of lease and property management systems: Yardi, MRI, Planon, Tririga, Manhattan, SAP real estate (SAP Hanna) or similar.
- Must understand ITIL principles, ideally with ITIL foundation qualification.
- Strong communicator, able to translate technical or complex areas into simple and understandable language.
- Attention to detail, target driven and passionate about delivering excellent service.
- Desirable knowledge of SQL query writing and SSRS.
- Desirable knowledge of Jira as a system to capture and manage tickets & reporting.
- Proven technical and reporting skills and a strong systems skill set.
- Used to working in a fast-paced organization and be able to manage a number of deadlines, ability to multi-task, prioritize and to work in an autonomous spirit.
This role is hybrid with three days based in their central London office and two days working from home, and the role comes with a generous salary up to £75,000 plus bonus & benefits.
For a confidential discussion - Apply now!
