Application Manager

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.

About the role

An Application Service Manager (ASM) plays a crucial role in overseeing the delivery and management of software applications within IAG Cargo including, but not limited to, ensuring that applications are delivered effectively and meet business requirements. This includes managing service levels, uptime, and performance

What you’ll do

· Stakeholder Communication : Acting as a liaison between technical teams, business units, and external partners to ensure alignment on application needs and priorities.

· Incident and Problem Management : Overseeing the resolution of application-related incidents, analysing root causes, and implementing preventive measures.

· Change Management : Managing changes to applications, including updates and enhancements, while minimizing disruption to users and services.

· Performance Monitoring : Utilizing monitoring tools to track application performance and user satisfaction, and making recommendations for improvements.

· Budget Management : Assisting in budget planning for application services, ensuring cost-effectiveness while maintaining quality and performance.

· Compliance and Security Oversight : Ensuring that applications adhere to regulatory standards and security protocols.

· Team Leadership : Leading and mentoring teams responsible for application support and development, fostering collaboration and continuous improvement.

· Vendor Management : Collaborating with third-party vendors to ensure that service levels and deliverables are met.

· Documentation and Reporting : Maintaining documentation of processes, service levels, and performance metrics, and providing regular reports to management.

These activities help ensure that applications run smoothly, align with business goals, and provide value to users

It's all about you

What you’ll bring to IAG Cargo:

Experience:

Significant experience in IT Service Management, with a focus on Application Service Management and Service Delivery. Proven experience in managing multiple business critical applications in a fast paced, complex environment.

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

Certifications: ITIL v4 Foundation.

Skills:

· Strong knowledge well established applications (SAP, Oracle etc)

· Strong IT service management frameworks (ITIL).

· Good project management skills, with experience in transition or change management.

· Strong communication skills and the ability to manage multiple stakeholders and work across cross-functional teams.

· Ability to manage multiple projects concurrently.

· Experience with service management tools (e.g., ServiceNow, Jira, Confluence).

Desirable Requirements

· Experience of working in the Airline Industry

· ITIL Intermediate or Expert (especially in Service Design, Service Introduction / Transition).

· Working knowledge of MS tools; e.g. SharePoint, Visio.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities.

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• A hybrid environment with 3 days a week in the office and two from home.

• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.

• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses

• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders

• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.