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Functional Application Support Manager - Application Operations

Functional Application Support Manager – Application Operations

The Functional Application Support Manager’s role is central in the delivery of a quality service to our internal and external customers.
This position will form an integral part of the Application Operations team, responsible for vendor management in the support and optimisation of the relevant platforms including key integrated systems. The role includes responsibility for leading a team of 4-6 individuals who will manage the vendors/partners supporting Primark’s applications & platforms.
Working closely with the Service Management, Infrastructure and Delivery teams, you will ensure system stability whilst enabling smooth transitions from legacy to newer technologies.
Reports to: Global Operations Manager – Applications & Enterprise Platforms

Key Requirements:
The Functional Application Support Manager will have a good technical background and experience managing on-site and remote teams. A good understanding of underlying Retail business processes is highly desirable for this role (Buying & Merchandising, Supply Chain, Finance)
Working closely with the wider Technology team he/she will be responsible for driving his/her team to ensure the maintenance and optimisation of the application landscape across the business. They will be responsible for identifying, designing and delivering related IT strategies and solutions. As a Functional Application Support Manager, they will lead their team to deliver technical assistance and direction to the wider department, ensuring that all technologies work effectively together. They will support the end-to-end application production architecture constantly looking at ways to improve or optimise.

Responsibilities
  • Setting and delivering your team’s roadmap and quarterly goals
  • Vendor/partner management for all support areas
  • Assurance of installation, operations and support of end user software/application components in the production landscape
  • Defining team priorities for operational and project activities
  • Creating and maintaining the team planning for operational and project activities
  • Own the overall budget for the Functional Application team
  • Leading a team of 4-6 Application Support Managers in the UK & Ireland, driving success through effective coaching and mentoring
  • Gives input for the application support strategy
  • Assist in defining the long-term roadmap for software/application products in use
  • Escalation point for major problems or incidents within his/her scope of control
  • Proactive communication about the daily work and ongoing / upcoming projects
  • Liaison between the infrastructure, service and application teams
  • Conduct personnel duties for team (e.g. performance evaluations, hiring and disciplinary actions)
  • Utilise in-depth knowledge and skills across multiple Applications Development areas to provide technical oversight across systems and applications
  • Provide operational approval for proposed technical solutions for projects
  • Develop comprehensive knowledge of how areas of business integrate/interact with systems to accomplish business goals
  • Contribute to the success of the Applications Development area through monitoring delivery of end results
  • Ensure essential procedures are followed and contribute to defining standards negotiating with external parties when necessary
  • Leading a functional application team with a strong background in team development
  • Capacity management and planning
  • Maximising process improvement and environment/application stability
  • Spearheading DevOps methodologies with team members and vendors alike
  • Reduction of production incidents and overall risk through Problem Management and risk assessment
  • Technology project management participation/oversight
Governance
  • Govern the delivery of support services from a technical perspective
  • Define technical standards to which the delivery and support teams need to adhere
  • Define the support standards we expect our vendors/partners to adhere to and govern same
  • QA delivery of support services against defined technical standards
  • Impact assess changes to the solutions
  • Attend governance meetings
  • Responsible for assuring technical changes through the change management process
  • Provide input into the business continuity planning and drive disaster recovery operations with your team

Technical Leadership
  • Provide technical guidance and mentorship to your team to improve the overall effectiveness of the services we deliver including active knowledge sharing
  • Provide escalation point and input into the resolution of all priority incidents and problems where appropriate
  • Manage communication in a pro-active manner with senior stakeholders who require the technical know-how
  • Provide technical ownership of the DR process and testing pertaining to the application landscape
  • Communicate the impact of emerging technologies on the business
  • Drive your team to identify innovative solutions that enable optimisation of business process, cost and/or time
  • Ensure all RFCs and changes are reviewed by your team as part of Primark’s Change Control process
  • Support technical teams during Incident and Problem management activities
  • Manage risk identification and risk mitigation strategies associated with the architecture

Key Skills / Requirements
  • Excellent communication skills (written and verbal)
  • Good understanding of core support processes
  • Team player with demonstrable ownership of issues and ability to escalate when necessary
  • Flexibility when it comes to supporting new technologies and a fast learner
  • Proficient in creating and maintaining documentation with attention to detail
  • Excellent problem solving skills
  • Highly motivated and supportive/team player with a strong service ethic
  • Demonstrable ability to manage competing priorities simultaneously
  • Ability to navigate a large organisation
  • Able to deal with ambiguity
  • ITIL qualifications desirable
  • Team management both direct staff and vendor management for staff augmentation
  • Software vendor management
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