Senior Technical Support Manager

***24 month fixed term contract***

Reporting to the Head of Enterprise Applications, you’ll own the strategic direction, performance, reliability and continual improvement of a portfolio of application platforms. You’ll work closely with business leaders, project teams, architects, suppliers and technology specialists to ensure our platforms are secure, scalable, supportable and aligned to business priorities.

You’ll play a key role in accepting new solutions and services into operation, providing technical guidance throughout major programmes of change and representing Technology and Enterprise Transformation at senior governance and steering forums.

You’ll also:

• Develop and maintain strategic application and technology roadmaps.
• Act as the senior escalation point for technical issues and delivery blockers.
• Oversee platform changes, releases, interfaces and operational support arrangements.
• Ensure applications are fit for purpose and meet agreed performance, security and service-level expectations.
• Work with Information Security, Data Protection, Architecture and Service Management teams to manage risk and compliance.
• Build and prioritise backlogs of enhancements, fixes and improvements.
• Work with Finance, Contracts and Commercial teams to understand total cost of ownership, licensing and future investment needs.
• Lead technical discovery sessions and provide expert input into project scope, requirements and delivery plans.
• Drive continual improvement, innovation and the adoption of relevant industry best practice.

About you

• You’ll bring significant experience of application platform ownership, technical service management or a similar technology leadership role. You’ll have a strong understanding of digital, web and SaaS technologies, application architecture, release management, operational support and supplier management.
• You’ll be comfortable working across complex, interdependent technology environments and influencing senior stakeholders, including leadership teams and, when required, board-level audiences. You’ll be able to explain complex technical information clearly, balance competing priorities and make evidence-based recommendations.
• Experience of working with security, data protection, regulatory compliance, SLAs, commercial partners and large-scale transformation programmes would be highly valuable.
• Most importantly, you’ll be a collaborative and credible technology leader who can bring people together, create momentum and ensure our application platforms continue to support Virgin Atlantic’s ambitions.