Head of Application Support Platforms

• 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.

• 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.

***This role is currently only open to employees of Arbuthnot Latham***

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