Application Support Manager( Job Number: 14000AQ7) in England - Kingston upon Hull, United Kingdom

at Unilever

Manufacturing / Production
Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

ABOUT THE ROLE   We are currently recruiting a Application Support Manager within our Information & Analytics function.   The Unilever Enterprise Support Organization is responsible for delivery of Services including IT services to the business functions of Unilever. The Application Services team is part of IT services and is responsible for all Application Maintenance and Development activities.


KEY RESPONSIBILITIES   As an Application Support Manager your responsibilities will include the following::   Application Support & Maintenance  

  • Ensuring that the Service Providers deliver IT services (Application Support and Application Maintenance) in accordance with the agreed scope & service level agreement (SLA) for the given portfolio, in accordance with all applicable performance metrics, including CPIs, KPIs, ESR, user satisfaction targets, operating level agreements and underpinning contracts. 
  • Ensure that Service Providers resolve incidents and issues in an efficient and effective manner, and that the root cause analysis studies are conducted and clear improvement plans are identified
  Service Improvement  
  • Pro-actively identify opportunities for addressing stability of applications and application lifecycle issues through Service Improvement Plans. 
  • Drive continuous service improvement activities (with Innovation as required) for Application support
    Application Management Process Harmonization  
  • Look at best practices across various templates and see how processes can be harmonized and convergence achieved, considering ITIL, PRISM, Unilever processes / best practices
  • Ensure that benefits of process harmonization and convergence are delivered for designated templates / applications.
  Additional Responsibilities  
  • Undertake budgeting of support costs as per Unilever processes and ensure proper compliance as per the mandate provided in terms of template, timelines, reporting
  • Work with Lead Application Services & Maintenance Manager to identify cost saving opportunities in IT AM costs and implement the same
  • Work with Lead Application Services & Maintenance Manager in landing of new services as per Unilever service introduction and service acceptance criterion
  • Work with Lead Application Services & Maintenance Manager as per Landscape Management processes identified in Unilever
  • Undertake analysis for applications based on usage, innovation roadmap etc and identify candidates for decommissioning and work with Application Support & Maintenance Manager  towards decommissioning as applicable.



  • Significant experience in an Application Support Manager role.
  • Knowledge of IT application support and maintenance processes, operating ITIL / PRISM processes
  • Experience in managing larger vendor Application Management teams and working with external support relationships based largely offshore.
  • Knowledge of areas such as software development lifecycle, IT strategy, IT process excellence, six sigma, IT portfolio management
  • Familiarity with all aspects of Application Support & Maintenance and Service Delivery
  • Experience and cultural awareness required to work effectively with a global team
  • Ability to work effectively in a complex matrix organization with multiple interest groups and global teams
  • Relationship management skills and experience in managing Sr. Unilever external and internal relationships
  • Strong and self confident leadership
  • Excellent understanding of application services with strong delivery experience
  • Experience of working with large vendors in a multi-location, Offshore delivery environment
  • Extensive experience in application transitions and transformations
  • Strong Negotiation skills
  • Excellent financial awareness and understanding of business benefits analysis


  • Knowledge of ETL and Teradata
  • Accountability & Responsibility
  • Growth Mindset
  • Consumer and Customer Focus
  • Bias for Action
  • Building Talent & Teams

  Apply Now