The Application Support Manager will manage the activities of the [Front|Mid|Back] office Application Support team and co-ordinate support activities for all their applications, within a ‘follow-the-sun’ global support model. Team members will be a combination of BP and off-shored or outsourced staff.
Applications Support Teams are regionally accountable and have additional responsibilities for the global portfolio. The Application Support Manager will facilitate the relationship between Global Application Support teams and Delivery organisations to actively manage the Incident, Problem and Change processes. Additionally they will ensure that common processes are followed and release outside of major delivery programmes is managed.
The Applications Support Manager will maintain relationships with key business users for their portfolio ensuring that the voice of the customer is represented within Information Technology and Services.
The Application Support Manager will be required to work closely with the Desktop Support Manager and the Service Desk Manager to ensure effective customer support to the business, sharing information and knowledge wherever possible through process, dialogue, collaborative working.
ITIL processes are widely used across the team.
Qualifications:
• Experience of application support within a trading floor environment
• Proven ability in the management of IT application support/service delivery
• Previous team management/leadership is essential of teams up to 30
• ITIL Service Management Foundation qualification
• A high level of communication and negotiation skills
• Previous experience of team performance management
• Previous experience of leading through change
Competencies:
(Levels range from 1 to 5. They are: 1 = Awareness, 2 = Basic Application, 3 = Skilful Application, 4 = Mastery, 5 = Expert)
Technical Skill:
- Change management - 3
- Configuration management - 3
- Continuity management - 2
- Problem management – 3
- Project management - 2
- Service desk & incident management - 3
- Service level management - 3
- Supplier relationship management – 2
Technical Environment:
- Process and governance framework – 3
- Existing product & technology skills – 2
- Consultancy – 3
- Delivery Lifecycle – 3
- Delivery lifecycle – 3
Behavioural Skills:
- Working with autonomy – 2
- Being influential- 2
- Managing & developing self & others - 2
- Dealing with complexity - 2
- Managing change - 2
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of nearly 100,000 employees, BP operates with business activities and customers in more than 100 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.
BP is an equal opportunity employer.
