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About the Role
The Head of Application Support is accountable for the governance, performance, and continuous improvement of the application estate across Mace Consult. This role ensures application services are stable, secure, compliant, and aligned with business needs by standardizing support processes, managing third-party suppliers, and driving service excellence.
Responsibilities
- Own and govern application support services across the consult application estate.
- Define and implement standardized support, monitoring, and management processes across all applications.
- Ensure key service KPIs are defined, tracked, and continuously improved.
- Drive service stability, incident reduction, and improved user experience across business applications.
- Embed consistent service management disciplines across internal teams and the strategic outsource partner.
- Drive maturity of ITSM processes, including incident, problem, change, and release management, ensuring effective governance and control.
- Oversee day-to-day performance of application services, ensuring reliability, availability, and responsiveness.
- Identify service improvements and drive adoption of best practices across internal and outsourced teams.
- Implement continuous improvement initiatives to enhance efficiency, automation, and service quality.
- Ensure documentation and knowledge management is maintained and up to date.
- Own and manage relationships with key application vendors and the strategic outsourced service delivery partner.
- Provide clear governance and oversight of outsourced services, ensuring alignment to contractual obligations, service scope, and operating model.
- Ensure services are delivered in line with agreed SLAs, KPIs, and underpinning ITIL processes (Incident, problem, change, and service request management).
- Manage structured service reviews, performance reporting, and escalation management with suppliers.
- Drive continuous improvement plans with the strategic partner to improve service quality, efficiency, and user experience.
- Collaborate with commercial, procurement, and legal teams on contract management, renewals, and service optimization.
- Ensure application services meet digital, security, and regulatory standards.
- Support compliance requirements including ISO 27001, cyber essentials, and financial audit controls.
- Identify, manage, and mitigate risks across the application portfolio.
- Work closely with IT security to strengthen security posture across applications.
- Act as the senior point of contact for application support across Mace Consult.
- Build strong relationships with business stakeholders and application owners.
- Translate business requirements into support, enhancement, and service improvement activities.
- Support business change, transformation initiatives, and application transitions into BAU support.
- Provide leadership and direction across application support teams (internal and outsourced).
- Contribute to digital services strategy and operating model evolution.
- Shape future support structures, tooling, and capabilities to support consult growth.
- Drive a culture of accountability, collaboration, and service excellence.
Requirements
- Strong background in application support and IT service management (ITIL or equivalent).
- Experience managing complex application landscapes (SaaS and legacy systems).
- Strong understanding of integrations and cross-system processes.
- Proven experience managing third-party suppliers and outsourced services.
- Good understanding of service monitoring, KPIs, and operational performance management.
- Significant experience in application support, IT operations, or service delivery leadership roles.
- Proven track record of operational service improvement and supplier management.
- Relevant professional or technical qualifications.
- Experience supporting global or multi-entity organizations.
Skills
- Application support
- IT service management
- ITIL
- SaaS platforms
- Legacy systems
- Integrations
- Supplier management
- Service monitoring
- KPI management
- Operational performance management
- Service delivery leadership
- Service improvement
- Contract management
- Risk management
- Security posture
- Stakeholder engagement
- Business alignment
- Digital services strategy
- Operating model evolution
- Accountability
- Collaboration
- Service excellence
Location
- London Head Office, UK
Work Type
- Hybrid working
- 12 month fixed-term contract (FTC)
- Occasional travel
Experience Level
- Senior leadership
Education Level
- Relevant professional or technical qualifications
Benefits
- Potential opportunity for permanent opportunity beyond FTC
About the Company
- Mace combines construction expertise with consultancy to unlock potential in every person or project and redefine the boundaries of ambition.
- Our values shape the way we consult and define the people we want to join us on our journey.
Equal Opportunity
- Mace is an inclusive employer and welcomes interest from a diverse range of candidates.
- Even if you feel you do not fulfil all the criteria, please apply as you may still be the best candidate for this role or another role within our organisation.
- We are also open to discussing part time, flexible, and hybrid working options if suitable with-in the role.