Asset Application Service Manager

Asset Application Service Manager 

Location: Falmer, Brighton – Hybrid working (2 days in the office) 
Contract Type: Permanent 
Hours: Full Time 

Salary: Around £70,000 depending on experience 
On-Call Requirement: Participation in an out-of-hours support rota 

About the Role 

We're looking for an experienced Asset Application Service Manager to join our Wholesale Platforms team. This is a critical leadership role responsible for ensuring the stability, performance, security, and continuous improvement of a portfolio of approximately 50 enterprise applications and associated technologies that support our wholesale operations. 

Leading a team of technical support specialists, you'll be accountable for delivering high-quality, customer-focused 24/7 support services across a complex technology landscape. You'll oversee the operational management of business-critical platforms, mobile applications, integrations, databases, monitoring tools, and related technologies that enable wholesale customer journeys, partner integrations, and core business operations. 

Managing service contracts worth approximately £5 million, you'll work closely with technology teams, suppliers, and business stakeholders to ensure services remain resilient, reliable, and aligned with business needs. You'll also act as the key escalation point for major incidents and service issues, driving problems through to successful resolution. 

What You'll Be Doing 

As Asset Application Service Manager, you'll: 

• Lead the end-to-end operational service management of wholesale platforms, applications, and associated technologies. 

• Ensure agreed service levels, availability targets, and customer experience objectives are consistently achieved. 

• Own and govern IT Service Management processes, including Incident, Problem, Change, and Service Request Management. 

• Take full accountability for SLA performance, service resilience, operational risk, and platform availability. 

• Lead, develop, and motivate a team of support specialists, matrix-managed resources, and outsourced service providers. 

• Ensure new products, releases, and changes transition smoothly into operational support. 

• Own Problem Management activities, driving root cause analysis and permanent resolution of recurring issues.

• Act as the primary escalation point for major incidents and critical operational issues. 

• Serve as Application Service Owner for a range of wholesale applications, SaaS solutions, and mobile workforce platforms. 

• Monitor platform and application performance, identifying opportunities for continuous improvement. 

• Maintain operational documentation, support procedures, runbooks, and audit-ready controls. 

• Ensure compliance with security, regulatory, and data protection requirements. 

• Support project delivery activities including requirements gathering, solution design, testing, and operational readiness. 

• Deliver application support, administration, maintenance, and enhancement activities across platforms, databases, integrations, and mobile applications. 

• Drive automation, integration, and process improvement initiatives to improve operational efficiency and service stability. 

• Build strong working relationships with internal stakeholders, suppliers, and external vendors. 

• Support business continuity and disaster recovery planning, testing, and execution. 

• Produce reporting, metrics, forecasts, and service insights to support governance and continual improvement. 

• Ensure adequate out-of-hours support coverage across all required technical skill areas. 

What We're Looking For 

Essential Skills & Experience  

• Proven experience managing operational support and service delivery for business-critical technology platforms. 

• Strong knowledge of Incident, Problem, Change, and Service Request Management, ideally within an ITIL-based environment.

• Good understanding of enterprise application platforms and application architectures. 

• Demonstrable experience leading and developing high-performing technical or application support teams. 

• Excellent stakeholder management and relationship-building skills. 

• Ability to communicate complex technical issues clearly to both technical and non-technical audiences. 

• Strong organisational, planning, and prioritisation skills, particularly within fast-paced operational environments. 

• Excellent written and verbal communication skills. 

• Proactive, self-motivated approach with a strong focus on customer service and continuous improvement. 

Desirable Skills & Experience 

• Experience within the Water or Wastewater industry. 

• Understanding of digital and enterprise system architecture. 

• Experience with resource planning and work management tools such as Planview and Jira. 

• Experience supporting asset management applications. 

• Experience supporting mobile workforce applications. 

• Experience within wholesale, B2B platforms, or partner-integrated technology environments. 

• Knowledge of cloud platforms, API-driven architectures, and application monitoring tools.