As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.
It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.
This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.
So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.
We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.
The role: Application Service Manager
Join our Digital Delivery team at British Airways ! Be a pivotal force in shaping our application support environment. In this role youll work closely with our product teams to drive agile change and implement SAFe methodologies. Your role is essential in ensuring flawless planning, implementation, and support of our applications, contributing significantly to our digital transformation and operational excellence.
What you’ll do:
- Oversee the team responsible for delivering business-as-usual (BAU) information, guiding the development and implementation of system improvements, and leading agile delivery for production support requests.
- Ensure the inclusion of support and non-functional requirements in epics and determine how capabilities will be supported.
- Provide expertise in AWS optimisation to improve cloud-based functionalities.
- Lead the configuration and maintenance of SharePoint Online and other specified systems.
- Define and implement streamlined support processes, operating procedures, and best practices for application management.
- Lead the liaison for business change related to system updates and changes involving the team.
- Act as a key decision-maker on the performance of team and make recommendations to IT leadership for service improvements.
- Cultivate relationships with customers and partners, maintaining a community of users network.
- Lead and manage the Applications Support team, ensuring effective communication, prioritisation, and alignment with BA values.
- Demonstrate exceptional interpersonal and communication skills, facilitating cross-functional collaboration and building positive relationships.
What you’ll bring to British Airways:
- A comprehensive understanding of a range of off-the-shelf (OTS) applications like Microsoft suite, D365, MS Teams, SharePoint, and Azure DevOps, as well as legacy technology systems.
- Technical ability to triage incidents and change requests effectively.
- Experience in ITIL service management, with a minimum of foundation-level certification.
- Familiarity with Windows 7/10, SCCM, Office 2013/2016, Active Directory, Group Policy, Antivirus, and hardware.
- Understanding of the Software Development Life Cycle, preferably Agile.
- A dynamic, problem-solving approach with the ability to build a positive working environment.
- Proficient written and spoken English.
Your experience:
- Experience leading an IT or Application Support team.
- Extensive background in reporting, trend analysis, problem and organisational change.
- Experience in training end users and collaborators on applications.
- Skilled in documenting fixes for recurring incidents and requests.
- Experience working with third-party vendors and suppliers.
- Background in digital product and product teams, with exposure to SAFe Agile considered a distinct advantage.
- Experience with strict SLAs and delivering on them.
What we offer:
We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.
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 flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.
We never stand still, and we don’t expect our people to either.
Inclusion & Diversity
At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.
Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.