Application Service Manager - eCommerce

Applications Support Manager
Location: Remote (UK)
We are seeking a skilled and passionate Applications Support Manager to join our team on a permanent basis. In this role, you will be responsible for managing the application support for front-office systems, overseeing development, maintenance, monitoring, and incident resolution across group third-party applications within the IT Support & Operations function.
 

What You’ll Be Doing

As an Applications Support Manager, you’ll have the opportunity to:

• Deliver comprehensive application support services, including monitoring, maintenance, and incident resolution.
• Approve and oversee changes, managing risks and stakeholder expectations before go-live.
• Lead application lifecycle management, ensuring timely escalation of issues with business owners.
• Maintain non-functional requirements for applications based on business needs.
• Define and implement support models for new applications within IT Support & Operations.
• Assist in budget management, including forecasting and cost control.
• Oversee and coordinate disaster recovery (DR) plans and testing with third parties and IS&T teams.
• Manage application configuration data, ensuring proper documentation and updates.
• Maintain the Configuration Management Database (CMDB), tracking dependencies and service relationships.
• Ensure application performance and availability meet agreed service levels, with regular stakeholder reporting.
• Define application categories (e.g., mission-critical, important) and align DR, availability, and support requirements accordingly.
• Develop and maintain monitoring strategies and support tools for applications.
• Prioritize and oversee Keep the Lights On (KTLO) budget initiatives.
• Manage supplier contracts, security updates, and vulnerability patching for applications.
• Ensure resource allocation for initiatives within the KTLO and Strategic portfolios.
• Participate in Change Advisory Board (CAB) meetings, assessing change impacts on availability.
• Foster strong relationships with IS&T, HR, Finance, and key business functions to align support strategies.
   

About You

You are an experienced Applications Support Manager with a strong background in e-commerce application support and a passion for ensuring system reliability and efficiency.

What We’re Looking For

• Extensive experience in application support management, particularly within global e-commerce environments.
• Experience managing in-house and outsourced support teams.
• Knowledge of the following technologies would be an advantage:
  • Akamai
  • Tomcat
  • Endeca
  • Oracle
  • Datadog Monitoring Tools
• Strong understanding of website functionality and ITIL principles.
• Experience supporting group applications and teams.
• Proficiency in Incident, Problem, Change, and Release Management.
• Proven ability to manage £1M+ budgets and drive cost-saving initiatives.
• Expertise in defining application support models for SaaS, on-premise, and cloud solutions.
• Ability to remain calm and focused under pressure.
• Strong stakeholder management with the ability to translate technical issues into business terms.
• Excellent vendor management skills, including contract negotiation and SLA oversight.
• Strong decision-making, verbal, and written communication skills.
• Extensive experience in application lifecycle management.

The extras you’ll get:

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation​
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome​
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause​
•  Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery​
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all. 

We are RS

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.  ​

Our purpose? Making amazing happen for a better world.  ​

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.  ​

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.  ​

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. ​

Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.​

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