Application Support Manager

Due to internal progression, an excellent opportunity has arisen for a full time permanent Application Support Manager to join our IT team. As a company subject matter expert, as Application Support Manager you will own Mitchells & Butlers application portfolio -  developing and managing applications through their operational lifecycle. As Application Support Manager you will successfully lead and develop a direct team of Application Support Analysts who provide technical support, consultancy and expertise across all our systems and a ServiceNow Developer. Working in a hybrid role based in our Birmingham City Centre offices, this is a superb opportunity for an experienced SME, who is passionate about continuous improvement and has a proven ability to foster a breadth of  strong working relationships.

Join us at Mitchells & Butlers, we’re at the heart of hospitality. With over 1,600 sites we’re the home of some of the nation’s favourite restaurants, bustling bars, cosy country pubs and the local you didn’t know we owned! IT plays a pivotal role in hospitality, it’s more than just a job, and now is a great opportunity for an experienced Application Support Manager to bring their passion for technology and applications together in an ever growing industry!

The Role – Application Support Manager

Application Portfolio Management and Continuous Improvement:

• Owning and managing our application portfolio, ensuring all applications are up to date, optimised, and aligned with the IT Roadmap. This includes maintaining a continuous improvement plan to enhance system capabilities and performance.

Team Leadership and Development:

• Leading, coaching, and developing a team of Application Support Analysts and ServiceNow Developer, ensuring they possess the necessary skills and knowledge to manage our systems effectively. This includes succession planning and regular performance appraisals to maintain high team engagement and performance.

System Maintenance and Upgrades:

• Creating and managing rolling system maintenance plans, including the implementation of software upgrades, patches, and improvements. Ensuring our systems remain within support and up to date to avoid any disruptions.

Incident and Problem Management:

• Providing 2nd and/or 3rd line support during incidents and problems, proactively analysing and resolving technical issues. Escalating issues when necessary and ensure thorough documentation is maintained.

Vendor and Stakeholder Engagement:

• Engaging proactively with vendors and internal stakeholders, including participating in service review meetings and aligning M&B’s IT Roadmap with vendor plans. Driving application governance and ensure business application stakeholders are regularly updated and involved in decision-making processes.

What’s in it for me?

• Love eating out? You'll love it even more with a massive 33% discount across all our brands, so whether its date night at Miller & Carter or family roast at Toby Carvery we’ve got you covered.  
• Never a dull moment - fun, laughs and lifelong friends! 
• Flexible working – to fit around the other important things in life   
• Payday social – Held in our office bar (Yes, we have a bar in the office!)   
• Annual Bonus Scheme – We’re all about rewarding the hard work everybody puts in.  
• Private medical plan- to help keep you safe and secure  
• Employee Helpline – for whatever life throws at you  
• Buy up to an extra 2 weeks holiday – life is for living after all! 
• Charity is important to us. From the companies charities to the ones closest to your heart; you can choose how to give something back. 

On top of all this, we offer; a pension, 26 days paid holiday, high-street shopping discounts, an online wellbeing hub; and we even give you free shares!

What do I need?

• Technical Expertise in Business Applications:
• Strong understanding and proven experience with business applications and prevailing technologies such as Power Platform, Office 365, SaaS applications, POS systems, stock management, workforce management, HR & payroll HCM, and Oracle Finance.
• Leadership and Team Development:
• Skill: Proven ability to lead, coach, and develop a technical team, ensuring team members are motivated, skilled, and engaged. Experience in creating succession plans and conducting regular performance appraisals.
• Project and Budget Management:
• Skill: Experience managing system enhancement budgets, tracking costs, and identifying opportunities to reduce costs while improving service delivery. Strong planning and organisational skills to manage projects effectively.
• Incident and Problem Resolution:
• Skill: Demonstrable problem-solving and analytical skills, with experience in providing 2nd and/or 3rd line support. Ability to manage and resolve technical issues promptly, maintaining composure during system outages.
• Vendor and Stakeholder Management:
• Skill: Excellent communication and interpersonal skills for effective vendor and stakeholder engagement. Experience in managing vendor relationships, participating in service review meetings, and aligning IT initiatives with business objectives.
• Strong understanding and experience with business applications and prevailing technologies such as Power Platform, Office 365, SaaS applications, POS systems, stock management, workforce management, HR & payroll HCM, and Oracle Finance.

Should you feel this opportunity is one that excites you and matches your skillset, apply now to be considered for this role. 

Closing Date – 11.59pm on 31st July 2024.