You’ll provide third-line technical application support across the software estate, acting as the escalation point for the Service Hub within the ITSM framework, resolving incidents, requests, and changes while meeting defined SLAs (including European shift coverage).
You’ll deliver functional and technical enhancements, perform ticket trend and backlog analysis, create MI/report packs and knowledge base articles, and maintain high service quality through strong problem‑solving skills and a pragmatic approach.
You’ll partner closely with Product Management to ensure applications meet availability targets, maximize product capabilities, and identify and reduce functional duplication across the service estate.
You’ll support project deliveries (agile and waterfall), ensuring smooth transitions into BAU support, while collaborating effectively with Application Services teams, wider IT functions, vendors, and external partners—including conducting service reviews and tracking SLA performance.
You’ll demonstrate strong customer focus, effective communication, action orientation, interpersonal savvy, commercial awareness, and emotional and cultural intelligence—facilitating open debate, driving continuous improvement, and managing change in complex, post‑M&A environments.
What we offer
Comprehensive remuneration: Competitive financial packages based upon market rates for your role, proportionate to your qualifications, level of experiences and skills profile
Pension Scheme: Generous employer contribution with the ability to increase employee contributions
Wellbeing: Additional social benefits such as medical insurance & life assurance, discounted gym memberships and the opportunity to engage with our local community via sports activities, charity programmes & environmental initiatives
Flexible working: We recognise the value of working flexibly and enable our employees to enjoy an excellent work-life blend
Support and development: We will ensure you have the right training, tools and development plan to grow and improve your skills every day.
You hold a degree (preferred) and have hands-on experience with ITSM frameworks such as ITIL or COBIT, supporting enterprise services to meet business deadlines with a strong service‑delivery mindset.
You bring a minimum 2 years solid experience of application design and development, including databases and infrastructure technologies, with excellent troubleshooting, problem‑solving, and pragmatic delivery skills.
You have strong technical expertise, including advanced SQL skills (mandatory) for troubleshooting and performance optimization, experience with SSRS (mandatory), PowerBI and Crystal Reports, and familiarity with Tableau as an advantage.
You are experienced in implementing and customizing third‑party systems, using source control tools (GIT, Azure DevOps, SVN), working with suppliers across on‑prem and SaaS environments, and supporting system migrations or mergers.
You communicate clearly and confidently in English with both technical and non‑technical audiences, demonstrating strong interpersonal, facilitation, negotiation, collaboration, and influencing skills across stakeholders and external partners.
OUR COMMITMENT TO YOU AND THE ENVIRONMENT
As a forward-looking business, sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful, long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.
There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.
Our learning and development programmes and systems enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support female managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.
We’re committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our client’s sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.
