IT Applications Service Manager

About the Role

This is a brand-new role offering a rare opportunity to shape how critical business systems are managed and integrated across our client's infrastructure. As Business Applications Manager, you will oversee the performance, resilience, and evolution of key systems, working closely with our vendors, internal IT teams, and senior business stakeholders.

You'll have a highly visible position, sitting as part of the Service Leadership Team (SLT) and helping drive a collaborative, customer-focused service culture across a 24/7 operation.

Main Responsibilities

• System Management: Lead daily operations, maintenance, and upgrades of critical business systems, ensuring 99%+ availability and optimal performance.
• Incident Management: Oversee major and standard incident processes (not hands-on) including communications, root cause analysis, corrective actions, and service restoration.
• Vendor Management: Manage third-party suppliers and partners to deliver against SLAs, drive system enhancements, and lead regular service reviews.
• Change Management: Drive system change initiatives to maximise adoption, minimise disruption, and support a culture of continuous improvement.
• Project Leadership: Lead system-related projects and workstreams, including upgrades, migrations, and new implementations, ensuring delivery to time, scope, and quality.
• Stakeholder Management: Engage and influence C-level executives and department heads, translating complex system needs into clear business value.
• Training & Enablement: Work with Learning and Development to design and deliver effective user training programmes.
• Governance and Reporting: Maintain documentation, deliver system performance reports, and ensure system security compliance ("Green" status) aligned to company standards.
• Collaboration: Work cross-functionally with Service Desk, Infrastructure, DevOps, Networks, Security, and business stakeholders to deliver aligned, high-quality services.

Skills & Experience

• Bachelor's degree in Information Technology (or equivalent experience).
• Experience in Service Delivery, Applications Management, or Business Systems leadership roles.
• Proven track record managing third-party vendors and service providers.
• Strong experience overseeing incident and service management in a complex environment (ideally involving ERP/WMS platforms).
• Exceptional communication skills - able to present confidently to C-Level executives and non-technical stakeholders.
• Solid understanding of change management and training best practices.
• Proactive, resilient, and able to navigate complex IT architectures and legacy systems.
• Comfortable operating in a 24/7 distribution environment, including being part of a dedicated OOH (Out Of Hours) on rotation.
• Confident and collaborative by nature, with a strong focus on customer outcomes and accountability.

• Experience in Warehouse Management Systems (WMS), ERP and Automation systems would be beneficial.

Advantageous

• Experience in our main systems, Infor M3, Consafe Astro and AutoStore

Core Values

Our Client live by three key principles:

• Collaboration: Building partnerships to drive shared success.
• Customer Focus: Delivering solutions that meet and exceed expectations.
• Accountability: Taking ownership and delivering consistent results.

We're looking for someone who embodies these values and is ready to make an immediate and lasting impact.

Why Join?

• Shape a brand-new leadership role with CIO exposure and SLT membership.
• Clear progression pathway into senior IT leadership.
• Hybrid working model with flexibility.
• 25 days' annual leave + bank holidays, plus the option to buy/sell days.
• 15% bonus scheme.
• Private medical insurance and enhanced family leave policies.
• Birthday day off after one year.
• Fantastic employee discounts and long service rewards.
• A genuine people-first, performance-driven culture.

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