Applications Support Manager

Applications Support Manager 
Remote/Hybrid 
Our talented people are creating the technology of the future

From scheduling to maintenance to keeping people safe, 2.7 million people are helped by our software daily. Technology makes it possible; people make it happen and you could be part of that. 

The Tracsis Group has grown rapidly, diversifying into related transport technologies, and successfully executing a strategy that has seen it make a total of seventeen acquisitions. 

Today Tracsis is a leading provider of software, hardware, data analytics/GIS and services for the rail, traffic data and wider transport industries. The Group has c.550 permanent employees serving its growing customer base from offices in the UK, Ireland and the US. 
 
The Role 
We're looking for an experienced Application Support Manager to lead and develop our Application Support function, delivering a high-quality, proactive, and customer-focused support service.
Working as part of our Customer Success team, you'll play a key role in ensuring customers receive an excellent support experience while helping shape a more proactive, insight-led support capability. You'll lead operational support activities, champion continuous improvement, and use customer insights to help drive retention, service excellence, and long-term customer success.
This role operates in line with ITIL4, ISO20000 and ISO27001 best practices, with responsibility for Incident Management, Service Request Fulfilment, Problem Management, Change Enablement and Major Incident Management.

What You'll Be Doing
Service Delivery & Operational Excellence

• Coordinate and oversee Priority 1 and Priority 2 incidents, ensuring timely resolution, clear communication and effective collaboration across teams.
• Ensure incidents, service requests and customer enquiries are managed effectively and in line with agreed service levels and contractual commitments.
• Identify recurring issues and drive preventative improvements through Problem Management and cross-functional collaboration.
• Monitor service performance, ensuring operational processes are followed consistently and customer expectations are met.
• Participate in Service Control forums to support effective prioritisation of incidents, problems and customer risks.
• Champion customer experience within the Support function, ensuring customer interactions build trust and support long-term success.
• Produce operational reporting that provides insight into service performance, customer impact, demand trends, recurring issues and areas for improvement.

Process, Governance & Continuous Improvement

• Own and continuously improve core ITIL processes, including:
  • Incident Management
  • Service Request Fulfilment
  • Problem Management
  • Major Incident Management
  • Knowledge Management
• Work closely with Product and Service teams to ensure customer impact is understood and prioritised appropriately.
• Support the successful transition of new services and enhancements into the Support team through robust service readiness and knowledge transfer processes.
• Ensure activities align with ISO20000 and ISO27001 requirements.
• Maintain effective documentation, knowledge management practices and audit readiness.

Customer & Stakeholder Engagement

• Act as an escalation point, coordinating responses and ensuring effective communication throughout incidents and service disruptions.
• Build strong working relationships with customers, commercial teams, product owners and technical specialists.
• Use support insights and trends to help inform customer health assessments, retention planning and commercial decision-making.
• Represent Application Support in customer reviews and cross-functional meetings.

Driving Improvement

• Lead initiatives aimed at:
  • Reducing repeat incidents through root cause analysis
  • Improving SLA performance
  • Enhancing customer experience
  • Increasing knowledge sharing and automation
• Help strengthen collaboration between Product and Support teams to improve issue resolution and reduce unnecessary dependencies.
• Contribute to the wider Continuous Service Improvement (CSI) roadmap.

Leadership & Team Development

• Support and develop team capability through coaching, training and knowledge-sharing initiatives.
• Foster an inclusive, collaborative and high-performing team environment.
• Set clear objectives, provide regular feedback and support professional development.
• Embed accountability, continuous improvement and customer-focused thinking across the team.

About You
We're interested in people who can demonstrate many of the following skills and experiences. If you don't meet every requirement but believe you could be a great fit, we'd still love to hear from you.

Skills & Experience

• Experience leading and developing an Application Support or Service Support function.
• Knowledge of ITIL4 principles, ideally supported by certification or equivalent practical experience.
• Experience managing major incidents, customer escalations and service recovery activities.
• Experience improving support operating models, service processes, escalation frameworks and knowledge management practices.
• A track record of delivering service improvements and successfully implementing change within support environments.
• Experience supporting SaaS products or other business-critical software solutions.
• Strong stakeholder management and communication skills, with the ability to engage effectively at all levels.
• Excellent analytical and problem-solving abilities.
• Experience working with ITSM tools and structured support workflows.
• Ability to balance competing priorities while maintaining service stability and customer focus.

Why Join Us?
You'll have the opportunity to shape and evolve a critical support function, influence the customer experience, and play a key role in our Customer Success strategy. You'll work alongside passionate colleagues who value collaboration, innovation and continuous improvement.

Our Values
We believe our success is built on the way we work together. Everyone at Tracsis is expected to demonstrate our values every day:

• Progression
• Integrity
• Collaboration
• Ownership

These values guide our decisions, behaviours and relationships across the business.
 
Benefits:

• Flexible working hours to support work-life balance
• 25 days holiday + bank holidays
• Competitive salary
• Udemy Licence for learning and development
• Bupa Medical Health care
• Life assurance (3x basic salary)
• Enhanced Parental Leave
• 2 volunteering days per year
• Tusker Car Scheme
• Cycle to work scheme

 
Next Steps 
Our TA team are committed to responding to all candidates within a reasonable timeframe. 
The process: 

1. Call with our Talent Acquisition Team
2. 1 hour Competency based interview
3. Next Steps

Our process is designed for us to understand your skills and experience and to give you the opportunity to find out more about the role, as well as the company.  

We are committed to building a diverse workforce. Even if you do not tick all the boxes, we would still love to hear from you!  If you require any adjustments or additional support during the application and interview process do not hesitate to get in touch.