Addison Lee
Enterprise Applications Support Manager
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About Us
Addison Lee – Giving London Life a Lift
Since 1975, Addison Lee has been at the heart of London’s transport network, delivering safe, stylish, and reliable journeys. As the capital’s leading passenger car, courier, and black taxi service, we take pride in setting industry standards.
Our strength lies in our employees and drivers—genuine, ambitious, united, and proud. We believe every journey should be more than just a ride, combining cutting-edge technology with exceptional service to transform the experience for clients and drivers alike.
As part of ComfortDelGro Group, our reach extends beyond London, connecting a global private hire network of over 34,000 vehicles. Our network spans public transport (buses and rail), point-to-point services (taxis and private hire cars), and business-to-business mobility solutions, ensuring seamless connectivity for millions of people every day.
About the Role
An exciting opportunity has become available for an Enterprise Applications Support Manager within the IT department. This role is responsible for leading the support, stability, performance, security, and continuous improvement of Addison Lee’s enterprise application landscape across the UK, including new SAP enterprise applications and existing Shared Services platforms.
The Enterprise Applications Support Manager will own the operational delivery and support of business-critical applications, ensuring services are stable, secure, reliable, and aligned to global governance and service management standards. The role will lead internal application support resources, manage third-party suppliers, support application change and release activity, and provide clear accountability for service performance, incident resolution, business engagement, and continual improvement.
This is a key leadership role that requires strong operational discipline, stakeholder management, supplier control, and the ability to support a complex application environment in a fast-paced, business-critical organization.
Location
Paddington - Hybrid (With on-call responsibilities)
Reporting Lines
This role reports to the Head of Shared Services and has a team of 6 Application Support staff.
Main Accountabilities
- Lead the day-to-day operational support of enterprise and shared services applications, ensuring incidents, service requests, and escalations are managed in line with agreed SLA's and business priorities.
- Manage, coach, and develop the Application Support team, including work allocation, prioritization, performance management, skills development, knowledge sharing, and support cover planning.
- Work alongside the Service Desk and end users to ensure effective triage, resolution, escalation, and communication of application-related incidents and requests.
- Provide application-specific support within a global enterprise application framework, ensuring local UK business requirements are aligned with global governance, standards, and technology direction.
- Monitor and maintain the overall health, performance, security, and compliance of enterprise applications, ensuring risks, issues, and service trends are identified and addressed proactively.
- Create, maintain, and improve dashboards, workflows, and operational reporting to provide visibility of application performance, SLA adherence, incident volumes, backlog, risks, and improvement actions.
- Manage relationships with application vendors, managed service providers, and professional services partners, holding suppliers accountable for service quality, delivery commitments, escalations, and continuous improvement.
- Coordinate the application change and release lifecycle with global stakeholders, ensuring changes are assessed for impact, risk, testing, documentation, approval, deployment readiness, and rollback requirements.
- Support change governance processes, including CAB inputs, release planning, change impact assessments, and post-release reviews.
- Provide user training, guidance, and application best practice advice where appropriate to improve adoption, reduce repeat incidents, and strengthen business confidence in supported systems.
- Provide out-of-hours Major Incident escalation cover, ensuring timely coordination, clear communication, root cause analysis, and post-incident follow-up where required.
- Drive continual service improvement by identifying recurring issues, improving support processes, reducing incident backlog, strengthening documentation, and improving user confidence in application services.
- Support audit, compliance, and access control requirements by ensuring application support activities, changes, and operational controls are appropriately documented and governed.
- Work with all UK business units to understand operational priorities, manage expectations, and translate business issues into clear application support actions.
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Essential Requirements:
- Proven experience in a senior application support, enterprise systems support, or IT service management role within a complex, multi-vendor environment.
- Strong background supporting ERP, finance, HR, CRM, data/BI, integration, or other business-critical enterprise applications.
- Experience leading, coaching, and developing application support teams, including prioritization, workload management, and performance improvement.
- Strong ITSM experience across incident management, problem management, change management, release management, SLA management, major incident management, and continual service improvement.
- Excellent stakeholder management and communication skills, with the ability to engage confidently with senior stakeholders, business users, vendors, and professional services partners.
- Ability to manage supplier performance, challenge service quality constructively, coordinate escalations, and ensure clear ownership of actions and outcomes.
- Strong problem-solving skills, attention to detail, and the ability to manage multiple priorities in a fast-paced, business-critical environment.
- Experience working with business units to understand application issues, manage expectations, and translate business requirements into support priorities.
- Good understanding of application security, access controls, audit requirements, and operational governance.
- Ability to create clear service reporting, dashboards, operational MI, and performance updates for business and IT stakeholders.
- Collaborative working style with the ability to build strong relationships across IT, business teams, vendors, and global stakeholders.
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Desirable Requirements
- Experience supporting SAP S/4HANA Finance or other SAP modules within an enterprise application environment.
- Experience with Freshworks products, JIRA, Confluence, agile ways of working, cloud/SaaS operations, DevOps pipelines, automation, or code management practices.
- ITIL certification or equivalent practical experience applying IT service management standards.
- Experience working in transport, logistics, mobility, regulated, or audit-focused environments.
- Experience supporting application integration points, middleware, APIs, data flows, or interface monitoring.
- Experience working with global technology teams or shared service operating models.
Benefits
- Competitive salary and on-call allowance
- Up to 10% Bonus
- Life Insurance (Death in Service)
- 2 days paid volunteering leave a year
- Private Medical Insurance & Travel Insurance (after 1 year)
- Wellness Program
- Cycle to Work Scheme
- 33 days Annual Leave (incl. bank holidays)
- Extensive retail discounts, support with Professional Training and Qualifications via Apprenticeships.
- Season Ticket Loans
- Discounted Cabs and Courier services (within London).
Equality and Diversity Information
Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community. Addison Lee are a Disability Confident employer, we have made commitments to employ, keep, and develop the abilities of disabled staff.
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