Senior Application Service Manager

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Senior Application Service Manager

Apply locations Chessington, United Kingdom time type Full time posted on Posted 2 Days Ago job requisition id R252608

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

We have an exciting opportunity in our IT Team for a Senior Application Service Manager. In this role you will be responsible for overseeing the IT business application services to end-users, ensuring that service level agreements (SLAs) are met, and maintaining customer satisfaction. Primary duties will include providing 2nd line technical support for in-scope applications, working with infrastructure and 3rd line teams to ensure applications and platforms are operating as required.

In this role, you will also be managing and developing the Service Analyst team, monitoring performance metrics, addressing customer concerns, and collaborating with internal departments to improve service quality.

This is a key role which will be driving operational efficiency, implementing best practices, and fostering strong client relationships. Additionally, you will be tasked with identifying areas for service improvement, conducting regular reviews with the Head of IT Service Delivery, and working towards enhancing overall service delivery processes.

Key Accountabilities include:

• Team Leadership: Responsible for leading and supervising team members, providing guidance, support, and direction to ensure that tasks are completed effectively.
• Performance Management: Setting goals for team members, conducting performance evaluations, providing feedback on performance, and addressing any performance issues that may arise.
• Resource Management: Responsible for resource allocation within the team, including assigning tasks, managing workloads, and ensuring that resources are used efficiently.
• Training and Development: Identifying training needs for team members, providing opportunities for skill development, and supporting career growth.
• Conflict Resolution: Handling conflicts or issues that arise within the team fairly and constructively.
• Communication: Primary point of contact between senior management and team members, facilitating communication within the team.
• Policy Implementation: Ensuring that organizational policies and procedures are followed within the team.
• Motivation and Engagement: Keeping team members motivated and engaged by recognizing achievements and fostering a positive work environment.
• Risk Management: Identifying potential risks within the team's operations or projects and taking proactive measures to mitigate these risks.
• Decision Making: Making informed decisions related to tasks, projects, resource allocation, and other aspects of managing the team.

Technical Expertise:

• Strong in application support including technical, Oracle, SQL, JAVA, .net, Unix, Linux and networking, VMware, Cloud (Azure)
• In-depth technical knowledge of ServiceNow to optimize service management processes and improve system functionality.
• Remaining informed about industry trends and emerging technologies to integrate innovative practices into service management.

Incident Management:

• Manage, own and communicate major incidents (MIM), adhering to the SLA in our process documentation.

Knowledge Management:

• Develop and oversee knowledge management processes to ensure effective capture, storage, and dissemination of information within the organization.
• Implement best practices in knowledge management to enhance service management and operational efficiency.

Reporting & Metrics:

• Utilizing ServiceNow to generate comprehensive reports on key performance indicators (KPIs) and metrics related to service delivery.
• Ensure that ServiceNow reporting is carried out to identify areas for improvement, facilitating data-driven decision making.

We would value the following attributes:

• Proven experience in service management, with a focus on ServiceNow.
• Strong leadership experience, ability to drive, motivate, and develop a team.
• Strong understanding of ITIL principles and best practices.
• Excellent analytical skills with the ability to interpret complex data and generate actionable insights.
• Exceptional communication and interpersonal skills, with experience presenting to senior management.
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.
• Strong strategic thinking and planning skills.
• ITIL foundation (v3 or v4).
• Solid experience in standard ITIL disciplines, e.g., Incident, Change, Problem Management.
• Solid experience using ServiceNow.

We have an array of benefits to suit your lifestyle including; Car Allowance, on-target bonus, Employee assistance programme with legal and financial advisors as well as mental health counselling. Perks at Work with discounts in various retailers such as Currys PC World, Samsung, John Lewis, and more. Access to Mental Health First Aiders. Contributory Pension Scheme after 3-month service. Cycle to Work Scheme. Service-Based Holidays. Career Development and internal progression opportunities. Team members can take up to two paid volunteer days per calendar year to carry out volunteer activities.

We offer Hybrid/Smart working, to allow you to balance your time between home and office.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited, and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call or email . We will make accommodation determinations on a request-by-request basis.