Application Support Manager

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Role purpose: 

The Applications Support Manager is the operational owner of MAST’s operational support systems (OSS) – Site Asset Management (SAMS), Remote Monitoring (RMS) and energy monitoring, NOC ticketing and workflow, Workforce Management, and Physical Access and surveillance. Beyond keeping these systems stable, available and performing, the role owns their roadmap, run and continuous optimisation across the lifecycle, ensuring they deliver the reliable operational data and capabilities that underpin SPMM service delivery, SLA performance, and downstream billing and analytics.

The role balances run (stability, availability, support governance, change and release) with improvement (backlog, prioritisation, enhancements and value realisation), working closely with O&M, Power, the NOC and the Data & AI team. First-line support is vendor-delivered; the role governs those providers and owns the systems’ performance and business value, maintaining alignment with MAST’s operational governance, security standards, and performance expectations.

Who you are

Key accountabilities and decision ownership 

1. Product Ownership & Roadmap

Own the vision, backlog and roadmap for the operations-systems cluster (SAMS, RMS, NOC ticketing, Workforce Management, Physical Access); prioritise enhancements by business value and SPMM operating-model needs.

2. Operational Performance, Availability & Data Quality

Ensure availability, performance and data integrity across the cluster; govern monitoring and proactive issue detection, minimise downtime, and ensure telemetry feeds Data & AI and billing accurately.

3. Change, Release & Configuration Management

Coordinate, assess and execute changes, enhancements, configuration updates and releases in line with change management and governance, introducing new capability safely and with minimal operational disruption.

4. Vendor & Support Governance

Govern outsourced first-line support and system vendors against SLAs; act as operational owner ensuring timely delivery of fixes and enhancements, and clear communication with O&M, Power, the NOC and business stakeholders.

5. Continuous Improvement & Adoption

Drive optimisation, workflow improvement and automation; improve user adoption, training and documentation; partner with O&M, Power and the NOC to improve operational outcomes.

Core competencies, knowledge and experience :

1. Product ownership or management of operational, asset or monitoring systems, including backlog and roadmap management.
2. Strong understanding of TowerCo / telecom operational systems – asset management, remote and energy monitoring, NOC / ticketing, workforce management and physical security.
3. Incident, problem, change and release management in a complex operational environment (ITIL).
4. Vendor governance and stakeholder management across O&M, Power, the NOC, Data and outsourced support partners.
5. Data-literate: understands integrations, telemetry and data flows that feed analytics and billing, and turns them into business value.

Must have technical / professional qualifications: 

1. 5-8 years’ experience in application support, business systems management, or IT operations.
2. Experience with enterprise applications, integrations, and data flows (APIs, ETL, or similar).
3. Knowledge of ITIL principles (Incident, Problem, Change Management).
4. Exposure to cloud-hosted applications and monitoring tools is advantageous.
5. Relevant IT or business systems diploma or degree qualification (e.g., BSc IT, Information Systems, Engineering).

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.