Application Support Manager

APPLICATION SUPPORT MANAGER

• Based at Head Office, Macquarie University
• Lead the newly formed Application Support team and shape the function into a mature, high-performing capability
• Drive system improvements through data, insights and root-cause analysis
• Partner with stakeholders across the business to improve application performance and user experience

Want to improve the lives of Australians, no matter who they are?

Join us and build a career and future you’ll be proud of.

It matters more at Hearing Australia

Hearing Australia is a trusted leader in our field. Working across the country, we exist to support and empower people through hearing health when and where they need it.

The opportunity

Hearing Australia is seeking an experienced Application Support Manager to lead our newly formed Application Support function and help shape it into a mature, high-performing capability. This is a leadership role with the opportunity to guide how the team operates, builds capability and delivers excellent support for business-critical applications, including Dynamics 365 and related clinical, operational and business systems. The role will require strong communication and influence, including the ability to engage executives, work across peer groups and build confidence in a new function.

The role leads a team of Application Support Specialists and is responsible for establishing strong ways of working, embedding service excellence and using data-driven insights to improve application performance, employee experience and business outcomes. Success will depend on the ability to influence without relying solely on formal authority, manage competing priorities and build trusted relationships across technology, project and business teams.

About the role

Reporting to the Head of Project Management Office, you will:

• Lead, develop and coach a newly formed Application Support team, building capability, consistency and service excellence across the function
• Oversee Level 2 application support, ensuring complex issues are effectively triaged, investigated, escalated and resolved, while strengthening the processes and practices that support a developing function

• Drive continuous improvement by identifying recurring issues, analysing root causes and turning support insights into practical solutions and system enhancements
• Partner with project teams, technical teams, business stakeholders and vendors to improve application reliability, usability and user experience

• Communicate clearly with executives and senior stakeholders, translating operational issues, risks and priorities into practical business insights and recommendations
• Influence across peer groups, project teams, technical teams and business stakeholders to align priorities, resolve issues and strengthen the effectiveness of the support function

• Provide clear and evidence-based reporting on application health, support trends, operational impacts and improvement priorities
• Contribute to solution design, release planning, testing and change activities to ensure successful implementation of system improvements

About you

To be successful, you will bring:

• Experience leading application support, operational support, service delivery or business systems teams, ideally where you have helped build or mature a function, team or capability
• Proven ability to set direction, build team capability, establish practical ways of working and guide a new function toward service excellence

• Strong knowledge of incident management, triage, root cause analysis, defect management and service improvement practices
• Experience supporting enterprise applications, ideally including Dynamics 365 and integrated business platforms

• Excellent stakeholder engagement, communication and influencing skills, including confidence communicating with executives and managing effectively across peer groups
• The ability to influence without relying only on formal authority, build trust quickly and bring people together around shared priorities

• A passion for using data and user feedback to solve problems and drive meaningful improvements

Desirable experience

Experience working in a PMO, digital transformation, healthcare, public sector or operational service environment will be highly regarded, along with exposure to portfolio reporting, governance processes, benefits realisation and delivery assurance.

Qualifications

Relevant qualifications in Project Management, Business, Information Technology, Management or equivalent experience.

What matters most? It’s simple – your drive to help anyone and everyone who needs us. And you’ll see your role as a real responsibility and an incredible opportunity to make an impact on lives across the country.

Now is an exciting time to join the Hearing Australia team. We are transforming our client experience along with our brand and culture.

Why Hearing Australia?

There’s so much to love about a role with us. But our people say there’s three things that set us and their careers apart. They’re about:

● How we do what we do: Our vision is to deliver the best hearing solutions for anyone, anytime, anywhere. At Hearing Australia, you’ll know you’re making a contribution that really means something

● Who we work with: Here, you’ll support and empower clients of all backgrounds. That’s what drives our teams and what makes them so special

● Where we’re going next: As our industry evolves, we’re committed to learning and improving what we do and how we do it and building an organisation where everyone can thrive.

What does that mean for you?

As Application Support Manager, you’ll know that every day, your work is helping children and adults who need us. Just ask Sandeep, one of our IT professionals about why they choose to work with us:

“The work we do in helping people hear sound again and for the very first time is quite inspirational. Everything we do here is purpose-driven.”

You’ll also enjoy a range of benefits, including:

• Attractive employee benefits (salary sacrifice superannuation, HCF private health cover discount, well-being programs, salary packaging, discounts across an exciting range of retailers)
• Paid parental leave
• Free, onsite staff parking
• Employee recognition awards program
• Flexible work arrangement opportunities to support work, personal and family commitments