{"id":3505202,"url":"https://alion.io/job/mace-head-of-application-support","title":"Head of Application Support","company":{"id":678612,"name":"Mace","domain":"macegroup.com","url":"https://alion.io/company/macegroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Birmingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-10-29T00:00:00Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-04T09:09:17Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\nThe head of application support is accountable for the governance, performance and continuous improvement of the application estate across Mace Consult, including SaaS platforms, legacy systems and integrations.\nThe role ensures application services are stable, secure, compliant and aligned to business needs by standardising support processes, managing third-party suppliers, and driving service excellence across internal and outsourced teams.\nThis role will play a key part in strengthening service maturity, improving operational performance, and supporting business change initiatives across the consult business.\nNote: This role is a 12 month fixed-term contract (FTC) supporting the Mace Consult business, with potential opportunity for permanent opportunity beyond this subject to business requirements based in UK (London Head Office), with hybrid working and occasional travel as required.\nYou’ll be responsible for:\nApplication support and service management\nOwn and govern application support services across the consult application estate.\nDefine and implement standardised support, monitoring and management processes across all applications.\nEnsure key service KPIs are defined, tracked and continuously improved.\nDrive service stability, incident reduction and improved user experience across business applications.\nEmbed consistent service management disciplines across internal teams and the strategic outsource partner.\nDrive maturity of ITSM processes, including incident, problem, change and release management, ensuring effective governance and control.\nOperations, performance and continuous improvement\nOversee day-to-day performance of application services, ensuring reliability, availability and responsiveness.\nIdentify service improvements and drive adoption of best practices across internal and outsourced teams.\nContinuous improvement initiatives to enhance efficiency, automation and service quality.\nEnsuring documentation and knowledge management is maintained and up to date.\nThird-party and supplier management\nOwn and manage relationships with key application vendors and the strategic outsourced service delivery partner.\nProvide clear governance and oversight of outsourced services, ensuring alignment to contractual obligations, service scope and operating model.\nEnsure services are delivered in line with agreed SLAs, KPIs and underpinning ITIL processes (Incident, problem, change and service request management).\nManage structured service reviews, performance reporting and escalation management with suppliers.\nDrive continuous improvement plans with the strategic partner to improve service quality, efficiency and user experience.\nCollaborate with commercial, procurement and legal teams on contract management, renewals and service optimisation.\nGovernance, risk and compliance\nEnsure application services meet digital, security and regulatory standards.\nSupport compliance requirements including ISO 27001, cyber essentials and financial audit controls.\nIdentify, manage and mitigate risks across the application portfolio.\nWork closely with IT security to strengthen security posture across applications.\nStakeholder engagement and business alignment\nAct as the senior point of contact for application support across Mace consult.\nBuild strong relationships with business stakeholders and application owners.\nTranslate business requirements into support, enhancement and service improvement activities.\nSupport business change, transformation initiatives and application transitions into BAU support.\nLeadership and strategy\nProvide leadership and direction across application support teams (internal and outsourced).\nContribute to digital services strategy and operating model evolution.\nShape future support structures, tooling and capabilities to support consult growth.\nDrive a culture of accountability, collaboration and service excellence.\nYou’ll need to have:\nStrong background in application support and IT service management (ITIL or equivalent)\nExperience managing complex application landscapes (SaaS and legacy systems)\nStrong understanding of integrations and cross-system processes.\nProven experience managing third-party suppliers and outsourced services.\nGood understanding of service monitoring, KPIs and operational performance management.\nSignificant experience in application support, IT operations or service delivery leadership roles.\nProven track record of operational service improvement and supplier management.\nRelevant professional or technical qualifications.\nExperience supporting global or multi-entity organisations.\nOur values\nSafety first - Going home safe and well: We champion a safe, diverse and inclusive working environment, understanding the importance of wellbeing in every team.\nClient focus - Deliver on our promise: We own the quality of deliverables, strategic outcomes and build long term relationships with our clients.\nIntegrity - Always do the right thing: We influence positive outcomes within our industry, while always aligning with our compliance obligations.\nCreate opportunity - For our people to excel: We champion a continuous improvement culture throughout all activities, inspiring our people and teams to develop.\nMace 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.\nWe are also open to discussing part time, flexible, and hybrid working options if suitable with-in the role.","description_format":"text","description_chars":5817,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Retail & Shop Systems"],"lifecycle":[{"event":"open","at":"2026-10-30T05:16:27Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Graduate Trainee, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Global Business Mobility: Graduate Trainee; Skilled Worker","cap_exempt":false,"checked_at":"2026-11-04T06:27:35+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":44,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/mace-head-of-application-support","json_url":"https://alion.io/job/mace-head-of-application-support.json","meta":{"generated_at":"2026-11-04T11:11:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16564,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678612},"rest":"https://alion.io/mcp/rest/get_company?id=678612"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmace-head-of-application-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmace-head-of-application-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmace-head-of-application-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mace-head-of-application-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmace-head-of-application-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3505202}},{"tool":"search_jobs","arguments":{"company":"macegroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3505202},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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