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Application Support Manager - Surrey, Kingston Upon Thames, KT1 1

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Job Title: Application Support Manager
Salary: Competitive
Benefits: These include, Agile Working, Company Pension, Bonus Scheme, Private Healthcare, location allowance.
Location: Kingston upon Thames, Surrey, UK
Travel: 10% within the UK; (due to the global nature of this role some flexibility is required regarding working hours)


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.


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


"I'm creating systems that will put shared global data at the heart of Unilever's future business growth." Phinean, IT Tower Leader.

Unilever is the global company behind powerhouse brands such as Dove, Persil, Flora and PG Tips. We have the huge ambition of doubling in size and improving billions of lives through our Sustainable Living Plan. And big ideas like the data warehouse project are driving our growth. But to achieve our targets, we need more outstanding people like Phinean. With over 35 brands in the UK covering foods, home, personal care and refreshments, the sheer size and scope of roles in Information Technology are huge. All offer rewarding opportunities to work on global business challenges - solving real problems, making a lasting impact, and creating better futures.


Hear more stories from our Unilever Makers and understand how you can start your own Unilever career at:

Or to apply now, click on "Apply to this job". All candidate applications are reviewed in accordance with the criteria outlined for the job role. Please note that the closing date for the receipt of applications is 31st October 2014.

Candidates who have applied online can track their application through the candidate tracking link or, if you have any additional queries, you may contact the Recruitment hotline numbe
r on .
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