IT & Software

Application Support Manager

AQA

Manchester · Greater Manchester · United Kingdom

Overview

In this senior role, you will lead and shape the Application Support function for AQA’s growing enterprise portfolio, driving proactive service excellence and resilient live services. You will collaborate with internal teams and suppliers to embed governance, risk, and user-focused support across Dynamics 365, Power Platform, Workday, and enterprise AI. The position sits in the Enterprise Applications leadership team, offering scope to influence how new and existing apps transition to live support. Your impact will be felt through improved service delivery and customer experience in a mission-driven education environment.

Pay / Benefits
  • 35-hour working week
  • hybrid/flexible working
  • 25 days’ annual leave (30 with Christmas)
  • pension contribution up to 11.5%
  • Bupa healthcare support
  • wellbeing programmes and volunteering opportunities
Responsibilities
  • Lead and develop the application support function and people, fostering continuous improvement
  • Define and improve end-to-end support and application management processes across the portfolio
  • Embed governance, audit, risk, resilience and continuity at the heart of live service
  • Provide proactive support and clear communications for system users and citizen developers
  • Plan demand, priorities, capacity, and optimize internal vs. third-party resources
  • Hold suppliers to account for quality, value, pace, risk and outcomes
  • Design support models for new applications and ensure smooth transition from change delivery into live service
Key requirements
  • Experience leading enterprise SaaS application support or IT service management with internal teams and partners
  • Strong governance, risk management, and commercial judgement
  • Ability to influence senior stakeholders and challenge priorities constructively
  • Expert knowledge of SaaS products, especially Dynamics 365, Power Platform, AI tools
  • Experience managing suppliers and delivery partners for outcome-based performance
  • Experience with change delivery, application management & support tooling (e.g., Azure DevOps, ServiceDesk+)
  • Understanding of ISO27001 and Cyber Essentials Plus alignment
  • Exceptional interpersonal and negotiation skills
  • stakeholder influence
  • proactive customer mindset
  • data-driven decision making
  • Dynamics 365
  • Power Platform
  • Workday

Reference: WJ-747_31053551

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