• This role is responsible for leading the Application Support function, ensuring the stable, secure and efficient operation of business-critical applications across Arbuthnot Latham. 
• The role will define and execute the Application Support strategy, operating model and service improvement roadmap, ensuring applications deliver high levels of availability, performance, resilience and customer satisfaction. 
• The role will lead a team of Application Support Analysts responsible for incident, problem, and change activities, whilst working closely with Technology, Change, Operations and business stakeholders. 
• The role will maintain strong supplier and vendor relationships to ensure effective support services, contractual performance and delivery of application enhancements and upgrades. 
• To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers and to comply with the FCA and PRA's Conduct Rules. 

Job Description 

Key Responsibilities 

• Lead and develop a team of Application Support Analysts responsible for the support and maintenance of critical banking and business applications. 
• Define and implement the Application Support strategy, operating model, service standards and continual improvement framework. 
• Ensure applications are supported in accordance with agreed service levels, operational requirements and regulatory obligations. 
• Provide leadership and coordination for the management and resolution of incidents, major incidents, problems and service outages. 
• Own and continuously improve application support processes including Incident, Problem, Change, Knowledge and Service Request Management. 
• Ensure effective root cause analysis is completed for significant incidents and recurring issues, driving permanent resolution and service improvement. 
• Monitor application performance, service availability and operational health, implementing proactive measures to minimise disruption. 
• Work collaboratively with Platform, Infrastructure, Security and Change teams to ensure the successful delivery of application upgrades, releases and changes. 
• Lead the prioritisation and management of application support backlogs, technical debt remediation and operational improvements. 
• Develop and maintain application lifecycle and support roadmaps, ensuring platforms remain secure, supported and aligned to business needs. 
• Build strong relationships with business stakeholders to understand operational requirements and ensure services meet customer expectations. 
• Supplier Management responsibility for third-party support providers and software vendors within assigned application portfolios. 
• Manage vendor performance against contractual obligations, SLAs and operational targets. 
• Ensure application support activities comply with security, data privacy, risk management and governance requirements. 
• Support audit, regulatory and compliance activities relating to technology services and applications. 
• Research emerging technology, support methodologies and industry best practice to improve service quality and operational resilience. 
• Lead, mentor and develop team members, creating a high-performance culture focused on accountability, customer service and continuous improvement. 
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures. 

Key Interfaces: 

• Chief Information Officer & CISO 
• Director, Change 
• Chief Enterprise Architect 
• Director and Heads of Operation 
• Heads of IT 
• Relevant stakeholders in front office