Application Support Manager – CRM, ITIL – London

Full Time London London IT Job Pro UK

Application Support Manager – CRM, ITIL – London – £80,000 per annum & benefits

Our client is a data and technology led marketing group across 49 offices in 15 countries. They operate via 20 subsidiary agencies and focus on building data, analytics and technology capability to ensure they create precisely focused marketing and communications They are looking for an Application Support Manager to join the team in London. You will manage the CRM Ecosystems, oversee the ongoing development, rollout and ongoing support, ensuring that the appropriate technologies and standards are used. You will work across all 20 brands to ensure that realistic prioritisation and deadlines are agreed and adhered to. You will also ensure that the Application Support Team provides appropriate support, guidance and ownership to systems in the Group. You will work closely with staff at all levels to agree strategy, systems and processes to benefit the Group. You will be a key part of the IT team and be the primary liaison between the vendors and our client.

Role functions to include:

• Work with the CRM project team to transition each brand from the project into Support

• Ensure project documentation is sufficient for successful handover

• Review and understand IT Security Policy to ensure that any future developments are "Secure by design" and in line with policy

• Be the champion for data security for the application stack

• Develop and maintain a process for brands to request additional benefits and help translate these into features and functionality

• Work with suppliers to deliver these benefits to the brands and Next 15

• Maintain a log to monitor and ensure benefits are delivered to the satisfaction of all stakeholders

• Develop and implement ITIL processes and procedures

• Produce monthly Service Level Agreement reports

• Maintain a continuous improvement plan and report on progress

• Attend supplier conferences and produce reports and recommended updates for the business

• Become the Subject Matter Expert for SugarCRM

• Ensure that all calls are logged in the service desk

• Escalate to suppliers and ensure that suppliers work to the Service Level Agreement

Skills required include:

• Experience with CRM Systems (preferably SugarCRM)

• ITIL qualification • Knowledge of Middleware Concepts

• Experience creating and supporting interfaces

• Business analysis experience

• Project management skills with agile experience

• Experience leading and nurturing teams.

The role pays between £65-80,000 DOE & the following benefits:

• 6% matched pension contributions

• 30 days annual leave (25 days + 2 special occasion + 3 at Christmas & New Year)

• Group Life insurance

• Flexible working

• Career progression

• Open and collaborative workplace culture

This role is offered on a permanent basis only

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