Lead Application Support Specialist

4 weeks ago

Birmingham, Birmingham, United Kingdom Mitchells & Butlers Full time

Senior Application Operations Manager

An exceptional opportunity has emerged for a full-time permanent Senior Application Operations Manager to enhance our IT department. As a key subject matter expert, you will oversee Mitchells & Butlers' application suite, guiding and managing applications throughout their operational lifecycle. In this role, you will effectively lead and nurture a dedicated team of Application Support Analysts alongside a ServiceNow Developer, providing technical assistance, consultancy, and expertise across our systems. This hybrid position offers the chance to work from our Birmingham City Centre offices, making it ideal for an experienced SME who is committed to continuous improvement and adept at building strong professional relationships.

At Mitchells & Butlers, we are central to the hospitality industry. With over 1,600 locations, we host some of the nation's favorite dining establishments, lively bars, and charming pubs. IT is crucial to our operations; it’s more than just a role, and this is a fantastic opportunity for a seasoned Application Support Manager to merge their enthusiasm for technology and applications in a thriving sector.

Key Responsibilities – Senior Application Operations Manager

Application Portfolio Oversight and Enhancement:

Taking ownership of our application portfolio, ensuring all systems are current, optimized, and aligned with the IT strategic plan. This includes developing a continuous improvement strategy to boost system capabilities and performance.

Leadership and Team Development:

Directing, mentoring, and developing a team of Application Support Analysts and a ServiceNow Developer, ensuring they have the requisite skills and knowledge to manage our systems efficiently. This involves succession planning and conducting regular performance evaluations to sustain high team morale and productivity.

System Maintenance and Upgrades:

Formulating and managing ongoing system maintenance schedules, including the rollout of software upgrades, patches, and enhancements. Ensuring our systems remain supported and up-to-date to prevent any disruptions.

Incident and Problem Management:

Delivering 2nd and/or 3rd line support during incidents and problems, proactively diagnosing and resolving technical challenges. Escalating issues as necessary and ensuring comprehensive documentation is maintained.

Vendor and Stakeholder Collaboration:

Actively engaging with vendors and internal stakeholders, participating in service review meetings, and aligning M&B's IT strategic plan with vendor objectives. Promoting application governance and ensuring business application stakeholders are regularly informed and involved in decision-making processes.

Benefits:

Enjoy a generous 33% discount across all our brands, making dining out even more enjoyable. Experience a vibrant work environment filled with fun, laughter, and lasting friendships. Benefit from flexible working arrangements to accommodate life's other priorities. Participate in our office bar social events. Take advantage of our Annual Bonus Scheme, recognizing the hard work of our team. Access a private medical plan for your safety and security. Utilize our Employee Helpline for support in various life situations. Purchase up to an additional 2 weeks of holiday to enjoy life to the fullest. Engage in charitable initiatives that matter to you, with options to support both company and personal causes.

In addition, we provide a pension plan, 26 days of paid vacation, discounts at high-street retailers, an online wellbeing hub, and opportunities for free shares.

Required Qualifications:

Technical Proficiency in Business Applications: Strong knowledge and proven experience with business applications and current 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: Demonstrated ability to lead, mentor, and develop a technical team, ensuring team members are motivated, skilled, and engaged. Experience in creating succession plans and conducting regular performance evaluations. Project and Budget Management: Skill: Experience in managing system enhancement budgets, tracking expenses, and identifying opportunities to reduce costs while enhancing service delivery. Strong planning and organizational skills to manage projects effectively. Incident and Problem Resolution: Skill: Proven problem-solving and analytical abilities, with experience in providing 2nd and/or 3rd line support. Capacity 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 current technologies such as Power Platform, Office 365, SaaS applications, POS systems, stock management, workforce management, HR & payroll HCM, and Oracle Finance.

If this opportunity aligns with your skills and interests, we encourage you to consider this role.

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