Enterprise Applications Support Manager

About Us Addison Lee – Giving London Life a Lift

Since 1975, Addison Lee has been at the heart of London’s transport network, delivering safe, stylish, and reliable journeys. As the capital’s leading passenger car, courier, and black taxi service, we take pride in setting industry standards.

Our strength lies in our employees and drivers- genuine, ambitious, united, and proud. We believe every journey should be more than just a ride, combining cutting-edge technology with exceptional service to transform the experience for clients and drivers alike.

As part of ComfortDelGro Group, our reach extends beyond London, connecting a global private hire network of over 34,000 vehicles. Our network spans public transport (buses and rail), point-to-point services (taxis and private hire cars), and business-to-business mobility solutions, ensuring seamless connectivity for millions of people every day.

About the Role

An exciting opportunity has become available for an Enterprise Applications Support Manager within the IT department, responsible for maintaining new Enterprise SAP applications, and existing Shared Services applications in the UK.

The Enterprise Applications Support Manager owns the operational delivery and support of CDG enterprise applications, ensuring stable, secure, and reliable services aligned to global governance and service management standards. The role leads application support activities across internal teams and third‑party suppliers, providing clear accountability for service performance, incident resolution, and continuous improvement in support of UK applications.

Location

Paddington

Reporting Lines

This role reports to the Head of Shared Services and has a team of six Application Support staff

Main Accountabilities

• Work alongside the Service Desk and End Users for incident resolution and requests to SLAs
• Prioritise resource allocation to balance SLAs with other shared service requirements
• Provide application-specific support within a global enterprise application framework
• Monitoring and maintaining the overall health and compliance of shared services applications
• Provide user-training and application best practice advice where appropriate
• Create and maintain dashboards and workflows to support the business and deliver operational reporting
• Manage direct relationship with application vendors and professional service providers
• Coordinate the application change and release lifecycle with global stakeholders
• Provide out of hours Major Incident escalation cover

Requirements

• Experienced in working in a senior support role in a multi-vendor environment
• Background in ERP/Finance, HR, CRM, Data/BI integrations or SAP systems
• Attention to detail, proficient problem solving and the ability to multitask.
• Excellent communication skills including the ability to deal with senior stakeholders and highly regulated or audited environments
• Ability to articulate issues to vendors and professional services partners
• Strong ITSM practices – Incident, Problem, Change, Release, SLA, Continual Improvement
• Cloud/SaaS operations, Code management, DevOps pipelines and Automation
• Experience in working in an agile environment essential, preferably using toolsets such as JIRA and Confluence
• Experience using any of the Freshworks products is desirable
• Have a great team working style with a collaborative outlook on working
• Ability to work with all Business Units in the UK

Benefits

• Competitive salary and on-call allowance
• Up to 10% Bonus

Life Insurance (Death in Service)

• 2 days paid volunteering leave a year
• Private Medical Insurance & Travel Insurance (after 1 year)

Wellness Program

Cycle to Work Scheme

• 33 days Annual Leave (incl. bank holidays)
• Extensive retail discounts, support with Professional Training and Qualifications via Apprenticeships.

Season Ticket Loans

Discounted Cabs and Courier services (within London).

Equality and Diversity Information

Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community. Addison Lee are a Disability Confident employer, we have made commitments to employ, keep and develop the abilities of disabled staff.