ICT Application Support Manager

ICT Application Manager

Imperial London Hotels Group based @ The Royal National

40 Hours - £55,000.00 + Benefits

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel which remains UK's largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Deluxe Hotel in 2026.

We are currently recruiting for an ICT Application Manager

The Application Support Manager is responsible for overseeing the operations of the application support team to ensure the efficient functioning, availability, and reliability of business-critical applications. This role requires strong technical acumen, exceptional leadership skills, and a customer-focused mindset to deliver high-quality support services. The manager will also work closely with cross-functional teams, including partners, operations, and business stakeholders, to resolve issues and enhance application performance. The role will require the ICT application manager to oversee integrations between booking platforms (e.g., OTA, GDS) and in-house applications.

Key responsibilities

• Provide oversight and management to the IT Application team to deliver IT services
• Assesses user needs to provide support and proactive service, including analysis of opportunities to take advantage of available tools
• Acts as a focal point for communicating related system problems within the department and collaborates with other teams and vendors on changes, fixes, and updates
• Manages the release process for applications which includes effective department wide and end user communication
• Manages testing scripts and identifies opportunities for improvement
• Manages delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applications
• Develops relevant metrics, measures and publishes the performance of the services provided and enables continuous improvement activities in collaboration with peer groups
• Works closely with all other IT management personnel in identifying, evaluating, selecting, and implementing specific information technologies that support the business plans and IT strategies
• Ensure department adheres to policies and procedures that are compliant with industry and regulatory policies
• Assists with the preparation of budget for IT systems and services related interfaces and applications
  
  

Must have

• 5+ years in application support, IT operations, or a similar role.
• 2+ years in a leadership or managerial capacity
• Experience of managing and supporting critical hospitality applications
• Knowledge of Property Management Systems (PMS) & Point of Sale (POS) systems
• Knowledge of booking engines and CRM platforms.
• Strong understanding of guest services and operational workflows in hotels, restaurants, or resorts
  
  

What you'll get in return

• 28 Days Holiday pro-rata increasing with length of service up to 33 days
• Free meals on duty
• Uniform & dry-cleaning
• Workplace pension scheme
• £300 Refer a Friend Scheme
• Employee recognition
• Employee awards
• Social events
• Interest-free Season Ticket Loan / Travelcard Loan
• 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
• Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets
• Shopping discounts across several high-street brands and online retailers (via Each Person)