About the Role & Team
IDC is seeking an experienced IT Applications Support Manager to lead the operational support function for our growing core enterprise application landscape, spanning Microsoft Dynamics 365, ZIP procurement platform, and Certify expense management system.  This is a pivotal management role responsible for ensuring stability, performance, and continuous improvement of these business-critical systems. You will own the end-to-end support model — from service desk triage through to escalation management and vendor engagement — and will be accountable for SLA (Service Level Agreement) performance, ticket quality, user satisfaction, and the ongoing health of the support function.  You will lead and develop a team of support analysts, act as the senior escalation point for complex application issues, and work closely with the wider IT, business, and vendor community to drive resolution and service improvement. This role requires equal parts technical application knowledge, people leadership, and stakeholder management.

What You’ll Do

• Service Management & Support Operations Own and manage the end-to-end IT applications support model for D365, ZIP, and Certify, ensuring all tickets are triaged, prioritised, and resolved in line with agreed SLAs.
• Act as the senior escalation point for P2 (priority 2) and P1 (priority 1) incidents across all three platforms, coordinating rapid response, root cause analysis, and stakeholder communication.
• Monitor ticket queues, workload distribution, and SLA performance on a daily basis, taking corrective action where thresholds are at risk.
• Produce regular service performance reporting — weekly ticket summaries, monthly SLA dashboards, and trend analysis — for IT leadership and key business stakeholders.
• Chair incident review and problem management meetings, driving post-incident reviews and ensuring actions are completed to prevent recurrence.
• Maintain and continuously improve the ITSM (IT Service Management)  tooling configuration (ticketing categories, routing rules, SLA timers, dashboards) to reflect the support model accurately.
• Manage the support knowledge base, ensuring articles are current, accurate, and effectively reduce repeat ticket volumes through self-service deflection.
• Lead the support for annual audit for all system controls, access rights and segregation of duty risks. 
• Serve as the Jira system owner for Finance IT Applications, accountable for the configuration, integrity, and ongoing fitness-for-purpose of the platform across all support queues and project boards.                   
• Team Leadership & Development Lead, manage, and develop a growing team of application support analysts covering D365 (MS Dynamics 365 Finance and Operations), ZIP, and Certify, setting clear expectations, objectives, and development plans.
• Conduct regular 1:1s, team reviews, and performance appraisals, fostering a culture of accountability, continuous learning, and excellent customer service.
• Resource and capacity plan the support function, ensuring appropriate coverage across time zones and managing demand peaks (e.g. month-end, period close, major releases).
• Identify skills gaps within the team and coordinate training, certification, or vendor enablement to address them.
• Recruit and onboard new team members as the function grows, contributing to role definition and interview processes.
• Act as a coach and mentor, supporting analysts to develop their functional knowledge of D365, ZIP, and Certify processes.
  
  

What You Bring

• Essential 5+ years' experience in IT application support, with at experience in management or team lead role highly desirable.
• Proven experience supporting Microsoft Dynamics 365 (Finance & Operations or Business Central) in a production environment.
• Strong understanding of O2C and/or P2P business processes and how they are supported within enterprise application landscapes.
• Demonstrated experience managing ITSM processes — incident, problem, change, and knowledge management.
• Strong people management skills — able to lead, motivate, and develop a team of technical and functional support staff.
• Excellent communication and stakeholder management skills, with the ability to convey technical issues clearly to non-technical audiences.
• Experience producing service performance reports and presenting to IT leadership and business stakeholders.
• Experience with Jira Service Management as both a practitioner and platform owner/administrator; familiarity with ServiceNow, Freshservice, or equivalent ITSM platforms also valued.                                                                                       
• Desirable Direct hands-on experience with ZIP and/or Certify platforms in a support or administration capacity.
• Experience supporting multi-entity or global application deployments across multiple time zones.
• Experience managing support during ERP upgrades, rollouts, or post-go-live hypercare periods.
• Background in enterprise application configuration (D365, ZIP, or Certify) as well as support.
• Experience supporting end user queries and usage of these platforms and creating user guides and documentation.

Why This Role Stands Out
At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

What We Offer

• Time Off: 28 days of holidays plus bank holidays
• Health & Security: Comprehensive Health Insurance and a dedicated Pension plan as well as other benefits.
• Hybrid Flexibility: A modern hybrid work model based out of our London office.
• Professional Growth: A position in a highly professional and globally respected firm where initiative leading to results is rewarded.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify. 

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