Application Support Manager

Vetsure is a fast-growing SME providing a range of services to independent vets across the UK including pet insurance, buying group services and administrative services for our partnered vet practices, for the provision of pet health plans.

The company is experiencing exceptional growth and now turns over in excess of £50m.

The positive values woven into the fabric of Vetsure, stem from our love of pets and our passion for care, support and well-being. This culture extends throughout our team too, and we strive to create an inclusive and engaging environment where all our employees feel valued and able to thrive.

Key facts about the role

Contract Type: Full time, permanent

Hours:  37.5 hours per week, Monday – Friday

Location: Hatfield, Hertfordshire

Benefits:

• Free, local parking just 5 minutes’ walk from the office.
• 25 days of annual leave.
• £750 ‘Refer a Friend’ bonus.
• Auto-enrolment in our pension scheme (3% employer contribution when you contribute 5%).
• Enrolment into our Vitality Essentials package, including access to our Employee Assistance Programme (EAP).

Once you’ve aced your induction phase (also known as probationary period), you’ll also get the following additional perks.

• Option to buy or sell up to 5 days of annual leave.
• Long-service award for 5, 10 and 15 years’ service.
• Discounted pet insurance.
• Access to the Vitality healthcare scheme, with up to £30/month Vetsure contribution.
• 2 days’ leave to help a new cat or dog settle in at home.
• 1 day’s leave when you move house.
• Halfords Cycle2Work scheme.
• Eye test cost covered up to £50, plus up to £200 towards glasses every two years.

Reports to:  Daniel Goodspeed, Head of Technology.

Main Duties

The Application Support Manager is responsible for the overall ownership, performance, and continuous improvement of business applications within remit. You will lead the application support function, manage stakeholders across the business, and ensures that applications, data, and processes support operational and commercial objectives.

Person Specification

We’re looking for someone who is proactive and enjoys working in a fast-paced environment where things move quickly and priorities can change. The right person will be comfortable taking ownership of their work and making decisions independently within clear guidelines. They’ll bring energy and enthusiasm to the role, especially when leading or supporting a team, helping to keep people motivated and moving forward. They will enjoy finding solutions, taking initiative, and actively keeping tasks on track.

Leadership & Team Management

• Provide day-to-day guidance, set priorities, and manage workloads for a team of three Application Support Technicians, ensuring tasks are completed effectively and in line with service objectives.
• Support the team through training, coaching, and ongoing professional development.
• Proactively manage team performance, providing regular feedback, conducting performance reviews, and addressing any issues to maintain high standards of delivery.

Application Support & Development

• Provide overriding support and knowledge for key business applications.
• Develop and maintain a structured application support function, including:
  • Business as usual support.
  • Change Request process.
  • Application development and release process.
  • Proactive process mapping and continuous improvement.
  • Provide additional support for practice and customer facing applications.
  • Own escalation and resolution of complex application issues.

Stakeholder & Call Management

• Confidently lead and manage large group calls with both internal and external stakeholders, including Application support calls and project and delivery calls.
• Act as a key point of contact between IT, PMs and Bas, VRMs, and third-party vendors.

User & Account Management

• Oversee the creation, management, and training of application support documents.
• Coordinate onboarding and offboarding processes across all applications.
• Work closely with internal teams and third deliver training and access.

Commercial & Sales Support

• Manage all admin and implementation tasks from sales flow processes via HaloCRM.
• Proactively work with the sales team to improve application offerings where viable.
• Support pricing updates, including insurance price increases and master rate sheets.
• Support account management activities and manage practice expectations.

Testing & Change Delivery

• Design, create, and continuously improve application testing processes.
• Oversee test planning, implementation, and execution for changes and releases.
• Identify, document, and prioritise system improvements and bugs.

Project & IT Support

• Support Project Managers (PMs) and Business Analysts (BAs) on application-related projects.
• Support IT teams with application-related initiatives and changes.

Data Ownership & Governance

• Take ownership of application data accuracy and integrity.
• Ensure internal data within systems (e.g. HaloCRM) is correct and well maintained.
• Oversee and review manual data checks required by the business.

Qualifications and Experience

The below criteria would be advantageous but are not essential.

• Experience managing or leading a team, ideally in a technical environment
• Understanding of application support, incident management, and system improvements processes
• Experience working in fast-paced environments and managing competing priorities
• Ability to work with internal teams, stakeholders, and third-party vendors
• Experience using service management or ticketing tools
• Relevant IT qualification or equivalent practical experience (ITIL desirable)

Key Working Relationships

All Departments

• Engage in ad hoc discussions and meetings to support application usage, resolve issues, and identify opportunities for improvement.
• Collaborate across departments to ensure alignment on system enhancements and business needs.

Contact Centre / Vet Ops (Customer and Practice Facing)

• Maintain regular communication through scheduled meetings and updates.
• Build and manage strong stakeholder relationships to support operational effectiveness.
• Provide ongoing updates, gather feedback, and support continuous improvement initiatives.

Vetsure Practices

• Develop and maintain relationships with key accounts through face-to-face engagement.
• Deliver ongoing virtual support and account management to practices.
• Act as a key point of contact to ensure effective use of systems and services.

Why Join Vetsure?

At Vetsure, we are proud to offer a supportive, collaborative working environment where people feel valued and respected. We are passionate about the wellbeing of pets and the people who care for them. We are committed to being an inclusive employer, welcoming and celebrating people of all backgrounds, experiences, and perspectives.

We believe that a diverse workforce strengthens our business, sparks innovation, and helps everyone thrive.

We invest in our people, offer opportunities for personal and professional development, and foster a culture where success is shared, and achievements are recognised.

Disability Confident Employer

Vetsure is a Disability Confident employer, part of a voluntary government scheme. We are committed to fairly assessing, employing and supporting disabled employees through reasonable adjustments and an inclusive culture.

We offer interviews to disabled candidates who meet the essential criteria outlined in this job description. However, where application volumes are exceptionally high and it may not be practical to offer interviews to everyone, we will take through a fair and proportionate number, offering interviews to those disabled candidates who best meet the criteria.