About our business
JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.
The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.
Role overview
We are looking for a Service Application Manager to join our dynamic and vibrant Technology team. You will support the development and maintenance of our Service System’s, working autonomously and as part of the Tech team to handle user issues, support enhancements and day to day BAU activity.
In this role for the Tech team, you will need to be an enthusiastic problem solver who never shies away from a challenge, with excellent customer service skills which will enable you to support and deliver the exceptional service our colleagues have come to expect from the Tech team.
We are looking for highly self-motivated and pro-active applicants who have a marked interest in business systems, analysis, alignment and processes. The successful applicant will have a good, general knowledge of the MS Office tools in a networked PC environment. Previous experience of Field Service Management Systems or ERP Systems with a willingness to learn new software programs. With the ability to work quickly and to short deadlines, the successful applicant will need to have the ability to use their own initiative and ideas to solve problems
The successful applicant will need to have excellent communication skills to provide support to stakeholders at various levels across the Company, using range of methods such as phone, emails and video calls. Applicants will also need to possess a high attention to detail and be a methodical, analytical and logical thinker whilst working in a fast-paced environment. With the ambition to grow and progress within the business.
Key tasks
- Ensure that all internal customers are provided with the service and help they require under the guidance of the Service Application Manager.
- Use a positive problem-solving attitude to resolve routine and wide-ranging incidents, striving for a first call resolution.
- Implement solutions to problems using available collateral such as user guides and technical manuals.
- Utilise online resources such as the ‘Knowledgebase’ to resolve customer troubles whilst also collecting and maintaining a problems and solutions knowledge base that colleagues can use.
- Develop extensive functional and technical knowledge of JLA’s Service System’s and the underlying technology stack.
- Manage configuration and maintenance changes, including maintaining the system user accounts and permissions.
- Use native application development tools to configure and customise the application and its functionality to align with business processes using JLA standards.
- Mine and manipulate data using MS and SQL tools.
- Converting non-technical stakeholder requirements to technical specifications.
- Supporting strategic business projects (small to large) through design, development and deployment as well as stakeholder management.
- Document all developments and configuration changes to JLA standards.
- Responsible for user account management and system administration.
- Act as the point of escalation for incidents, driving triage, coordination and resolution, and providing clear stakeholder communications.
- Lead problem management for recurring faults, performing root cause analysis and implementing preventative measures.
Knowledge and Skills
- Demonstrable experience administering Business Applications in a corporate environment
- Practical experience designing and configuring Business process
- Ability to diagnose and coordinate resolution of application/service issues using logs, monitoring and structured troubleshooting
- Experience managing third-party suppliers, including SLAs, escalations and service reviews
- Understanding of access, security and compliance controls for system applications
- Strong stakeholder communication skills, able to translate technical issues into clear business updates
- Knowledge of Service Applications, ERP and integrations.
- Knowledge of IT service management practices (incident, problem, change and release management
- Knowledge of Engineer workforce management and scheduling.
Experience
- Experience supporting and/or managing business-critical applications in a production environment, including user configuration.
- Hands-on incident management through to resolution, including coordination across internal teams and suppliers.
- Experience delivering changes/releases (planning, testing, implementation and post-change validation).
- Experience producing and maintaining operational documentation (runbooks, knowledge articles and support processes).
- Experience working with APIs, Integrations and data flows between Business Applications.
- Minimum 2 years’ experience with Relational Databases
- Experience with either PD/SQL, Python or C-Sharp development
- Experience with Power Automate or Power Apps
- Experience supporting Field Engineers remote process’s, mobile applications and scheduling systems
- Experience of Monday.com
Personal qualities
- Calm, structured approach under pressure, with a focus on restoring service and managing risk.
- Strong ownership mindset with a bias for action and follow-through.
- Clear, confident communicator with the ability to tailor messages for technical and non-technical audiences.
- Customer-focused and collaborative, building effective relationships across IT, operations and suppliers.
- Continuous improvement mindset, using data and feedback to reduce incidents and improve service quality.
- Able to challenge constructively and influence decisions with stakeholders and suppliers.
Qualifications
- We will need you to have a full UK driving licence
Pay: Up to £35,000.00 per year
Benefits:
Work Location: In person
