Digital Application Support Manager

Halian Technologies is seeking a highly capable Digital Application Support Manager to lead the evolution and operation of digital support services for a high-profile, consumer-focused enterprise. This is a strategic and technical leadership position, designed for someone who thrives in fast-paced, high-availability environments and is passionate about delivering exceptional user experiences through operational excellence. As the Digital Application Support Manager, you will define and execute support strategies and operational models for a suite of digital platforms, including web, mobile, APIs, and customer data services. Youll ensure 24/7 support through both internal and third-party resources, drive observability, automation, and scalability best practices, and help shape the modernisation of support functions as digital capabilities are increasingly brought in-house. Key Responsibilities: Lead and develop a high-performing digital support team with a strong focus on performance and retention Define and manage support strategies , including SLAs, incident and problem management, escalation paths, disaster recovery, and tooling Champion customer-first principles to ensure digital systems deliver seamless, reliable experiences Oversee platform performance using metrics such as Page Load Time, MTTR, API Response Time, and Error Rates Work closely with engineering, product, infrastructure, and third-party vendors to support rapid change and stable delivery Establish strong observability and monitoring frameworks , making IT the first to know when issues arise Define and automate code handover processes , collaborating with product and engineering teams on Operational Acceptance Testing Contribute to and execute business continuity and disaster recovery plans, with regular testing and iteration Report on performance metrics and govern service levels across all internal and external support functions Key Requirements: Extensive experience building and leading digital support functions in large-scale, fast-paced environments Strong knowledge of ITIL best practices and the software delivery lifecycle Proven expertise in supporting a wide array of technologies including: Web and mobile apps APIs and integrations Customer data platforms Strong leadership and people management skills, with the ability to build and inspire high-performing teams Experience working with external vendors and internal stakeholders to deliver against complex support models Exceptional analytical, problem-solving, and communication skills A clear customer-first mindset and ability to deliver under pressure Ability to ruthlessly prioritise and adapt in rapidly changing environments Track record of embedding automation, observability, and performance monitoring tools in support teams ITIL v3/v4 Certification preferred If you're passionate about driving digital excellence and want to lead the future of application support in a high-impact organisation, apply now!