Location: Ealing / Hybrid (some office attendance required)
Contract type: Permanent, 35 hours across 5 days per week
Business Applications Support Manager
Are you an experienced Applications Support professional with strong leadership skills and a passion for delivering excellent IT services? Do you thrive in fast‑paced environments where you can lead teams, improve systems, and drive service excellence across a complex organisation? If so, this could be the opportunity for you.
We’re looking for a Business Applications Support Manager to join our IT team, leading the support, maintenance, and optimisation of key business applications across the organisation. You’ll play a critical role in ensuring business‑critical systems are stable, well‑supported, and continuously improved, while leading a high‑performing Applications Support team.
Key Responsibilities
- Lead and manage the Applications Support team (team of 6), ensuring high‑quality support services across all business applications
- Oversee 2nd and 3rd line support activity, ensuring incidents and problems are resolved within agreed service levels
- Manage relationships with third‑party suppliers and support partners to ensure service excellence and SLA performance
- Support and optimise key business applications including Dynamics 365, NEC Housing, Genesys, TotalMobile, and related systems
- Drive continuous improvement by analysing support trends, recurring issues, and opportunities for system enhancements
- Work closely with Service Delivery, Change, and IT teams to ensure smooth transition of new applications and system changes into support
- Lead initiatives to improve user adoption, application knowledge, and best practice usage across the organisation
- Ensure robust ITSM processes are maintained across incident, problem, change, access, and availability management
- Monitor application performance, system interfaces, database operations, and licensing compliance
- Produce performance reports and provide insight to stakeholders on service quality and improvement opportunities
- Coach and develop the Applications Support team, identifying skills gaps and supporting professional development
- Build strong relationships across IT and the wider business to ensure customer‑focused service delivery
About you
- Educated to A‑Level standard (or equivalent qualification or experience)
- Proven experience managing an applications support or business systems support function
- Strong knowledge of IT Service Management principles and ITIL practices
- Experience supporting enterprise applications such as Dynamics 365 (CE and/or F&O), NEC Housing, or similar business‑critical systems
- Experience managing third‑party suppliers and service providers
- Strong stakeholder management and communication skills, with the ability to build effective relationships across all levels
- Experience leading and developing technical support teams in a complex environment
- Good understanding of Microsoft and Azure technologies including SQL, Logic Apps, and DevOps (desirable)
About us
At A2Dominion, we’re more than a housing provider. We’re a not‑for‑profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We’re a G15 housing association with a strong social purpose.
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
Benefits
- 25 days’ holiday (plus Bank Holidays), increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- All permanent and fixed‑term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Inclusion at A2Dominion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process – just contact our Resourcing Team at resourcing@a2dominion.co.uk
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