Application Operations Manager

We are seeking an experienced Application Operations Manager to play a pivotal leadership role throughout the mobilisation, knowledge transfer, shadowing, reverse shadowing and transition phases of a large-scale, mission-critical IT service transition.

The Application Operations function is responsible for the 24x7 operation, support and control of critical back-office applications, including incident resolution, system monitoring, change support, delegated procedure execution and service stability. The function will work closely with infrastructure, database and other technical teams to ensure end-to-end service continuity.

The primary focus of this role is to establish operational readiness, acquire and retain knowledge, develop operational capability and ensure the successful handover of complex back-office technology platforms. The successful candidate will be responsible for establishing and maturing the Application Operations capability, leading knowledge transfer activities, validating operational readiness and supporting recruitment and onboarding to ensure the future service organisation is fully prepared to assume ownership of the platform.

Working closely with customers, incumbent suppliers, technical SMEs, operational teams and programme stakeholders, the Application Operations Manager will drive the transition towards a sustainable, resilient and knowledge-driven operating model, while maintaining a strong focus on service continuity, governance, risk management and operational excellence.

Proven experience in Application Support, Application Operations or IT Operations leadership within complex enterprise environments.

Strong experience of service transition, operational handover, Early Life Support or managed service mobilisation.

Experience managing, organising and defining 24x7 operational services.

Proven expertise in knowledge transfer, operational readiness, service acceptance and capability validation.

Good working knowledge of ITIL principles across Incident, Problem, Change, Request and Configuration/Asset Management.

Strong stakeholder management and customer-facing skills.

Experience working with suppliers and outsourced or managed service providers.

Excellent planning, organisational and communication skills.

Experience with ITSM, monitoring, reporting, CMDB/asset control and governance frameworks.

Ability to lead operational teams through complex transition and transformation environments.

Experience within transport, mobility, public sector or other mission-critical operational environments.

Background working across outsourced or managed application and infrastructure support services.

Knowledge of enterprise applications, databases, monitoring platforms, service management tooling and hybrid technology environments.

Experience of transformation, workforce transition, automation or operational optimisation programmes.

Familiarity with operational readiness frameworks, validation gates and service accreditation models.

Experience working within large-scale service integration and transition programmes.

Bachelor’s degree or equivalent professional experience in Computer Science, Information Technology, Engineering or a related discipline.

ITIL Foundation or equivalent Service Management qualification.

Advanced ITIL qualification.

PRINCE2 or PMP certification.

Service Transition certification.

Knowledge Management or Change Management certification.

Relevant leadership or management qualification.