IT & Digital Business Application Support Manager

The IT & Digital Business Application Support Manager is responsible for the effective day-
to-day operation, performance, and governance of Cornerstone's key business applications.
The role ensures applications remain stable, secure, and fully supported, providing excellent
user experience and enabling business teams to work efficiently.

This position leads and develops the Application Support Team, oversees incident and
problem management, manages small to medium change requests, and works closely with
vendors and business stakeholders to ensure applications meet operational needs.

Scope
The IT & Digital Business Application Support Manager will focus on ensuring Cornerstone's business applications are well supported, reliable, and continuously improved. Key responsibilities include: •
-Managing and developing the Application Support Team, ensuring high-quality support across all business applications.
-Coordinating application lifecycle activities such as updates, small enhancements, system hygiene tasks, and minor configuration changes.
-Acting as the primary escalation point for complex incidents, problems, and service issues. • Working closely with business stakeholders to understand support needs and manage change requests aligned to operational requirements.
-Supporting applications through BAU change cycles, ensuring updates are tested, implemented, and communicated effectively.
-Ensuring suppliers and support partners fulfil contractual commitments relating to application performance, availability, and support of SLAs.

Delivery
The IT & Digital Business Application Support Manager ensures Cornerstone's business applications consistently meet day-to-day operational requirements by:
-to-day operational requirements by:

-Overseeing application support processes, ensuring timely resolution of incidents and effective root cause analysis of recurring issues.-cause analysis of recurring issues.
-Managing change requests-from assessment and prioritisation through to delivery-ensuring minimal business disruption.
-Maintaining application documentation, knowledge articles, and support processes to drive consistency and efficiency.
-Monitoring application performance and working with vendors or internal teams to deliver improvements.
-Ensuring that updates, patches, and enhancements are deployed safely, with appropriate testing and user communication

Role Expertise

Success in this role requires strong experience in application support management, team leadership, and service delivery. Key capabilities include:
-Hands-on experience managing application support teams and working within structured IT support processes.
-Strong understanding of incidents, problems, and change management frameworks (ITIL).
-Ability to interact confidently with business users, suppliers, and technical teams. • Strong commercial awareness and experience with vendor and contract management.
-Excellent communication, interpersonal, and conflict resolution skills, enabling clear stakeholder engagement and effective team leadership.-resolution skills, enabling clear stakeholder engagement and effective team leadership.

Experience (technical, managerial, industry):

-Experience working with and managing cross-functional teams
-Hands-on experience in contract management and commercial engagement
-Strong customer focus with proven conflict resolution capabilities-resolution capabilities
-Strong communication and presentation skills
-Experience in application support, service delivery, and resource coordination
-Previous financial control or commercial negotiation experience

Required skills & qualifications:
-A Levels or equivalent
-ITIL V3/V4 Foundation

Desirable
-BmC Helix
-Unit4 Agresso
-ERP
-Siterra Estate Management

What we offer

-Competitive salary and an excellent bonus structure
-30 days holiday + Bank Holidays
-Electric Car Scheme
-Competitive pension scheme
-Hybrid working
-Life insurance
-Cycle to Work
-Retail Discount
-Competitive refer a friend scheme
-Private Healthcare Insurance

Operate and uphold Cornerstones' values of Everyone Matters, Innovate to Elevate, Do the Right Thing and Customer First by being Professional, Respectful and Open