We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.
Summary:
The Sr. Application Support Manager will be at the forefront of the IT service delivery capability, managing a diverse portfolio of business applications that support Group business functions. The role will be pivotal in ensuring security, compliance, availability and fitness for purpose. The position will oversee both run and change activities, ensuring the highest level of customer satisfaction, whilst evaluating, prioritizing and driving business change.
The Sr. Application Support Manager will lead an international team, providing top-tier service delivery and support across our global operations. This role requires partnering with group functions whilst acting as a conduit to the IT organization & working with peers across the tech landscape. This role will focus on will include driving standardization and adoption, reducing operational costs, streamlining and right-sizing support services, and contributing to our mission to create a future where everyone has access to affordable, zero carbon energy.
Requirements:
Manages service delivery across a growing portfolio of applications and platforms, ensuring high availability, performance, and reliability.Ensures timely and effective response to IT incidents, supporting team members and owning break/fix responses on behalf of the tech organization.Oversees the day-to-day operations of assigned platforms, monitoring system health and implementing metrics to optimize reliability and ensure data integrity.Continuous enhancement of application capability, availability, resiliency and performance and the definition and measurement of associated metrics.Delivers IT services in alignment with SLAs and KPIs, ensuring timely reporting and proactive identification of improvement opportunities.Maintains deep technical and functional knowledge of all applications within the portfolio, ensuring they are optimized for business use cases, avoiding duplication and waste.Manages platform roadmaps and governance frameworks, prioritizing and ranking improvement suggestions from stakeholders.Ensures platform security and data integrity, maintaining compliance with internal cyber, data protection and regulatory policies.Oversees the lifecycle of software applications to ensure adherence to architectural standards and alignment with business needs.Builds strong relationships between IT and business functions, establishing regular communication forums and aligning application functionality with business objectives.Collaborates with stakeholders across all levels to identify service delivery requirements and align them with business goals.Partners with IT capabilities to ensure appropriate resourcing for service delivery and change initiatives, leveraging internal and external resources effectively.Manages relationships with external vendors and partners, ensuring they meet contractual obligations and deliver value to the organization.Oversees change delivery across the portfolio, ensuring projects meet time, cost, and quality requirements while minimizing risk to the organization.Identifies opportunities and create strategies for rationalization and the implementation of shared capabilities across group functions, recognizing and actively reducing duplication and waste.Oversees the development of product backlogs and prioritization methodologies, aligning rate of change for technology with business expectation.Provides hands-on leadership to prioritize, plan, and allocate resources effectively to address customer needs and resolve critical issues.Develops clear and transparent resource plans, corelating demand against capacity, recognizing under/over utilization of resource pool and building justifications for additional resources where appropriate.Continuously monitors the overall skills and capabilities of the team, developing resources to support the delivery of the most valuable technologies within the portfolio.Mentors and guide a globally distributed team, fostering a culture of accountability, collaboration, and innovation.Collaborates across multiple time zones to ensure seamless communication and coordination in a global environment.Present, support, and lead-by-example with a safety and quality-oriented attitude.Collaborates with IT peers and leadership to ensure that IT services are integrated and aligned with the broader IT strategy.Participate in strategic planning and contribute to the development of the overall IT strategy.
Safety:
Follows safety and security procedures and determines appropriate action. Reports potentially unsafe conditions and uses materials and equipment properly. Presents, supports, and leads-by-example with a safety and quality-oriented attitude.Leads by example to show that safety is the most important function, ensuring that all employees follow safe practices while working.Accountable to continually reinforce safe behaviors and correct “at risk” behaviors.Adheres to and ensures all site team members understands standard operating procedures.Leads and supports the site team in technical, quality and safety, utilizing system in place.
Leadership:
Fosters and demonstrates a workplace inclusive of creating opportunity, serving others, building trust, innovation, and exceeding expectations.Manage direct reports and function of circa 15 reports.Participates in hiring and selection process to fill positions on the team.Communicates regularly with direct reports on goals, accomplishments, and information on policies.Demonstrates leadership and expertise in eyes of client group.Employee Development:Provides tasks and assignments that challenge and stretch employees’ responsibilities.Conducts regular discussions with employee(s) on personal development. Comfortable with empowering others.Conducts timely, effective performance reviews in accordance with RES guidelines.
Qualifications:
Bachelor’s degree in management of information systems or related or equivalent experience is required. Project or Programme Management Certification (e.g. PRINCE2, PMP, MSP) certification is preferred. ITIL® v3 or v4 Foundation Certificate in IT Service Management certification is preferred. 5+ years of deep technical experience in production support with a specific focus on application management is required. 2+ years of management experience required. 4+ years of construction or utility industry experience is preferred. Ability to travel 5-15%. KnowledgeApplication technical and functional support:Deep experience in providing technical and functional support for business applications across a wide portfolio of use cases.Knowledge of IT Delivery, Portfolio, and Programme management using various methodologies (Lean, Waterfall, Agile, Kanban, SCRUM).Expert skills in prioritization, business case building, negotiation and value measurement.Enterprise Platforms and Business Processes:Excellent knowledge of enterprise platforms such as Microsoft 365, Power Platform, Salesforce, and other support function platforms.Familiarity with core business processes and operating models across Group functions.Cloud Technologies and Integration:Foundational understanding of cloud-native software development processes and provisioning services for modern product teams.Knowledgeable of common integration methods and technologies, including RESTful APIs, SOAP, and Integration Hubs.IT Service and Technology Management:Knowledge of ITIL framework, IT Service Management processes, and service practices, including incident, problem, change, configuration, release, and deployment management.Outstanding customer service skills.Data and Analytics:Foundational knowledge of data management, data governance, and modern data and analytics systems.Understanding of system and data integration patterns, methods, and technologies.Cybersecurity and Compliance:Working knowledge of key cybersecurity principles.Ability to collaborate with cybersecurity teams to develop roadmaps for implementing or updating global security standards.SkillsTechnical Proficiency:Proficient with enterprise systems across corporate and line of business use cases.Proficiency with Microsoft Cloud technologies, Azure & M365.Foundational business systems technical architectures and components, including databases, applications, integrations and PaaS/SaaS systems.Service Delivery:Experience in software development and testing management, especially with Microsoft Cloud technologies.Expertise in content and data management concepts, application integration methods, and technologies.User-centric mindset with the ability to create innovative solutions to business problems vs “order taking”.Communication and Collaboration:Advanced stakeholder and supplier relationship management.Proficiency in English; proficiency in Spanish is a plus.Demonstrated ability to collaborate across departments and build strong partnerships.Ability to create relevant and usable management information, proactively evolving content to the needs of the consumer.Change and Innovation:Proven experience in successful change delivery using various methodologies (Lean, Agile, etc.).Adaptability and problem-solving in complex and evolving technology landscapes.Capacity to stay abreast of industry trends and provide innovative solutions.
AbilitiesLeadership and Initiative:Demonstrated ability to take the initiative, operate proactively, and influence stakeholders for mutual benefit.Proven experience working in environments with multiple, complex sponsors and stakeholders.Hold self and team to the highest standards for quality and execution.Planning and Coordination:Strong systems planning and coordination skills.Foundation-level business change implementation skills.Strategic Thinking:Ability to balance strategic vision with operational delivery.Proactive in addressing challenges in cloud infrastructure and software engineering domains.
Anticipated base salary range: $151,000 - $178,000
The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.
RES offers benefits that are effective first day of employment. These benefits include the following:
Medical, Dental and VisionHealth Savings Account with employer contributionFlexible Spending Accounts4x pay Basic Life and Voluntary LifeShort and Long Term DisabilityAccident, Hospital, and Critical Illness401 (k) plan with 6% company match4 weeks Paid Time Off (PTO) and 10 Paid HolidaysTuition Reimbursement and Green Car ReimbursementVolunteer and Charity MatchingPaid Parental Leave and Paid Sabbatical LeaveEmployee Referral BonusEmployee Discounts and Wellness programsWellness Reimbursement
Physical requirements and environment:
The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Rarely: Climbing, crouching, kneeling, pulling/pushing/lifting between 5-15lbs., and stooping are required.
Occasionally: Carrying 5-15lbs., gripping, handling, pinching, and walking are required.
Frequently: Standing is required.
Constantly: Reading, grasping, hearing, reaching, vision, repetitive motion, and sitting is required.
Rarely exposed to extreme cold, heat, and humidity, and wet climates, in the working environment.
Occasionally exposed to noise and hazards in the work environment.
We maintain a drug-free workplace. Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.
RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
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