JOB DESCRIPTION
Application Support Manager
Manufacturing Operations | ERP & Business Applications
Job TitleApplication Support ManagerDepartmentInformation Technology / ERP & Business ApplicationsReports ToHead of ITDirect ReportsTeam of Application Support EngineersLocationPlant/ OnsiteEmployment TypeFull Time, PermanentExperience3 to 5 years relevant experienceRole Purpose
The Application Support Manager leads the day-to-day support, stability and continuous improvement of the company's ERP and business application landscape across our manufacturing operations. The role owns the support function end to end managing a team of Application Support Engineers, building ERP capability across the wider workforce, safeguarding the integrity of business-critical data, and proactively identifying and escalating operational and system risks before they impact production.
Sitting at the intersection of IT and the shop floor, the successful candidate will ensure that users across Sales, Purchase, Finance, Supply chain, planning, production and quality can rely on the ERP system to run the business smoothly, accurately and securely.
Key Responsibilities
Team Leadership & Support Management
Lead, mentor and manage a team of Application Support Engineers, setting clear objectives, priorities and performance standards.
Own the support ticket lifecycle triage, prioritisation, resolution and escalation ensuring agreed service levels (SLAs) are consistently met.
¢ Establish and refine support processes, knowledge bases and standard operating procedures to drive consistency and reduce repeat issues.
¢ Plan team coverage, workload allocation and on-call rotations to maintain support across production hours and critical periods.
¢ Conduct regular one-to-ones, coaching and development planning to grow the technical and functional capability of the team.
ERP Training & User Enablement
¢ Design and deliver ERP training programmes for company personnel across departments, tailored to different user roles and skill levels.
¢ Develop training materials, user guides, quick-reference documentation and onboarding content for new and existing employees.




¢ Run refresher and change-related training when processes, modules or system upgrades are introduced.
¢ Act as a subject-matter expert and trusted point of contact, building ERP confidence and self-sufficiency across the business.
¢ Gather user feedback to identify training gaps and continuously improve adoption and effective use of the system.
Data Integrity & System Reliability
¢ Safeguard the accuracy, completeness and consistency of master and transactional data across the ERP and connected systems.
¢ Define and enforce data governance standards, validation rules and routine data quality checks.
¢ Investigate and resolve data discrepancies, working with business owners to correct root causes rather than symptoms.
¢ Oversee controlled changes to system configuration and data, ensuring appropriate testing, approval and audit trails.
¢ Maintain documentation of data structures, interfaces and dependencies to support reliable operations and troubleshooting.
Risk Identification & Escalation
¢ Proactively identify operational, data and system risks, and flag them to relevant stakeholders with transparent impact assessments.
¢ Maintain a risk and issues log, tracking mitigation actions through to resolution.
¢ Monitor system performance, recurring incidents and emerging trends to anticipate problems before they disrupt operations.
¢ Support business continuity by contributing to backup, recovery and contingency planning for critical applications.
¢ Ensure compliance with relevant IT security, access-control and audit requirements.
Stakeholder & Vendor Coordination
¢ Partner with business stakeholders to understand operational needs and translate them into support and improvement priorities.
¢ Liaise with ERP vendors,



implementation partners and third-party providers to resolve escalated issues and manage enhancements.
¢ Contribute to upgrade, integration and continuous-improvement projects affecting the application landscape.
¢ Report on support performance, system health and key risks to IT leadership and the wider business.
Required Qualifications & Experience
¢ Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent practical experience).
¢ 3 to 5 years of proven experience in ERP application support, ideally within a manufacturing or industrial environment.
¢ Demonstrated experience leading or supervising a technical support team.
¢ Strong working knowledge of at least one major ERP platform
¢ Solid understanding of core manufacturing business processes such as production, planning, inventory, procurement and finance.
¢ Experience with data management, data quality controls and basic reporting / query tools.
Key Skills & Competencies
¢ Leadership: ability to motivate, develop and hold a team accountable to high standards.
¢ Problem-solving: structured, analytical approach to diagnosing and resolving complex issues.
¢ Communication: able to explain technical matters clearly to non-technical users and translate business needs into solutions.
¢ Training & facilitation: confident in delivering engaging training to diverse audiences.
¢ Attention to detail: rigorous about data accuracy, documentation and process discipline.
¢ Risk awareness: proactive mindset that anticipates issues and acts early.
¢ Organisation: able to prioritise competing demands and manage workload under pressure.
Indicative Performance Measures
¢ Adherence to agreed support SLAs and ticket resolution times.
¢ System availability and reduction in recurring or critical incidents.
¢ Measurable improvement in data quality and integrity metrics.
¢ User adoption, competency and satisfaction with ERP training.
¢ Timeliness and effectiveness of risk identification and mitigation.

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