Job Description

At CGI, we're shaping the future of critical national services through technology, innovation, and partnership. As an Application Support Manager, you'll lead a talented second-line support team delivering robust, high-performing applications for the Enhanced Live Medical Services (ELMS) programme -- a key pillar in safeguarding the UK's national infrastructure. This role offers the opportunity to make a tangible difference every day, ensuring service reliability, optimising performance, and driving continuous improvement. You'll thrive in a collaborative, solution-focused environment where ownership, creativity, and support empower you to deliver meaningful impact and shape the future of secure service delivery.



CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go.



Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. Onsite requirements in the Bridgend ofice.

Your future duties and responsibilities

In this role, you will lead a skilled second-line support team responsible for the stability, performance, and continuous improvement of business-critical applications supporting national healthcare operations. You'll ensure all incidents and service requests are resolved swiftly, balancing hands-on technical expertise with effective leadership to maintain operational excellence.



You will act as the key escalation point for complex technical challenges, guiding investigations, collaborating with internal technical teams and third-party partners, and embedding a culture of accountability and service excellence. You'll also champion knowledge sharing, ensure compliance with governance and security standards, and contribute to strategic service improvement initiatives.



Key responsibilities:



Lead & Inspire: Manage and motivate a high-performing second-line application support team, promoting technical excellence and collaboration.



Deliver & Resolve: Oversee incident, problem, and service request resolution to maintain system stability and user satisfaction.



Analyse & Improve: Lead root-cause analysis and implement continuous service improvements.



Collaborate & Communicate: Liaise with internal stakeholders, technical specialists, and external vendors to coordinate effective issue resolution.



Monitor & Report: Track service performance metrics and provide insightful reporting to senior leadership.



Govern & Comply: Ensure all activity aligns with governance, compliance, and security standards across the programme.

Required qualifications to be successful in this role

You will bring proven experience managing technical application support teams within complex, secure, or business-critical environments. A strong background in incident, problem, and service management, combined with excellent communication and leadership skills, will ensure your success.



Essential qualifications and skills:



Extensive experience leading 2nd line or application support teams.



Strong technical background with hands-on troubleshooting and analysis skills.



Proven ability to manage major incidents and complex escalations.



Deep understanding of ITIL-based service management principles.



Strong stakeholder management and communication skills.



Experience within secure, compliance-driven, or critical service environments.



Willingness to travel occasionally to Leatherhead, Reading, or Chippenham.



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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...



You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.



Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.



You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.




Come join our team--one of the largest IT and business consulting services firms in the world.