Application Support Lead
Posted Today by SR2 | Socially Responsible Recruitment | Certified B Corporation™
£425 Per day
Outside
Remote
United Kingdom
Summary: The Application Support Lead will oversee the support, performance, and service improvement of a critical system (CIMS) for a consultancy client. This role emphasizes stable operations and continuous improvement in support processes, requiring collaboration with users and technical teams. The successful candidate will implement best practices to enhance application support functions and ensure effective communication.
Key Responsibilities:
- Assess, monitor, and improve delivery performance of the CIMS product
- Review and optimise the application support process, ensuring faster ticket resolution and improved user communications
- Define and establish a stable maintenance schedule for the system
- Align support processes to industry best practice for application management
- Implement monitoring and feedback mechanisms to continually measure and improve service performance
Key Skills:
- Strong experience in application support leadership or service delivery roles
- Proven track record of process improvement and driving measurable performance gains
- Familiar with incident management, problem management, and ITIL best practice
- Skilled at stakeholder communication and managing user expectations
- Experience setting up monitoring, reporting, and metrics for support performance
- Proactive, delivery-focused, and able to work independently to embed improvements
Salary (Rate): £425 daily
City: undetermined
Country: United Kingdom
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Application Support Lead CIMS | Application Support | Service Performance | Process Optimisation | Best Practice
SR2 is supporting a consultancy client who are seeking an Application Support Lead to take ownership of support, performance, and service improvement for a business-critical system (CIMS). This role will focus on ensuring stable, reliable operations while driving continuous improvement in support processes, communication, and service performance. You’ll work closely with users, technical teams, and stakeholders to implement best practice support processes and deliver a transparent, effective application support function.
Key Responsibilities:
- Assess, monitor, and improve delivery performance of the CIMS product
- Review and optimise the application support process , ensuring faster ticket resolution and improved user communications
- Define and establish a stable maintenance schedule for the system
- Align support processes to industry best practice for application management
- Implement monitoring and feedback mechanisms to continually measure and improve service performance
Skills/Experience:
- Strong experience in application support leadership or service delivery roles
- Proven track record of process improvement and driving measurable performance gains
- Familiar with incident management, problem management, and ITIL best practice
- Skilled at stakeholder communication and managing user expectations
- Experience setting up monitoring, reporting, and metrics for support performance
- Proactive, delivery-focused, and able to work independently to embed improvements
The Details:
- 6 months initially
- Outside IR35
- £400-£425 per day
- Remote based
Please apply with a copy of your CV and Emma from SR2 will contact potential candidates regarding next steps.