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IT Application Support Manager - Retail

Permanent  for WilsonHCG in West London

IT Application Support Manager

Our client is one of the UK’s most exciting and evolving brands on the High Street, with over 300 stores worldwide, as well as a growing international presence. With over 50 years of fashion retail experience they are one of Britain’s largest and most successfully privately owned companies.

Their Head Office is based in West London and is an exciting and dynamic place to work. On site there is a subsidised gym and restaurant for all staff to enjoy.

Role Profile:

To lead and inspire the 2nd and 3rd line application support teams. Delivering an exceptional level of service, forward thinking and planning to a newly created team. Drive strong ITIL methodologies throughout the team and maintain excellent relationships with all senior and Business stakeholders.

Key Duties:

Act as the primary IT escalation and referral point for any Application issuesEnsure full adherence to the Service Management incident processes – both personally and through the Application Support teamEnsure that all Data Protection Principals and PCI DSS requirements are complied with within the operation of the business applicationsBe a champion of the Change Management process within Application Support teamSupport the Problem Management process ensuring appropriate problem ownership and prioritised investigation across Application ServicesThrough proactive and reactive IT support methodologies, protect the availability and functionality of the key revenue related business applicationsIdentify and implement ways to improve the call resolution rate and efficiency/performance of Application SupportEnsure that appropriate IT technical support is provided to the business in line with our support/service commitmentCreate and maintain robust processes to track technical resource time spent on IT projects

Skills, Knowledge and Experience:

Extensive practical experience of leading an IT team of technical expertsITIL Foundation v3 certified - or as a minimum, an awareness of ITIL processes, procedures and methodologyProven customer service skills and the ability to communicate at a senior level with internal and external customersIdentify and propose training opportunities to the benefit of Application Support teamExperience of business systems which relate to a retail environment is advantageous but not essential, Manhattan WMS, Oracle ERP, UC4 (Batch Scheduling)

Qualifications:

Degree level preferable or relative experience

Key Personal Attributes:

This role is well suited to highly motivated individuals who have very strong technical understanding across multiple disciplines complementing strong communication, interpersonal skill level and resource planning. 

Job added on 02-11-2014