About ILH
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 the 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
* Assess user needs to provide support and proactive service, including analysis of opportunities to take advantage of available tools
* Act as a focal point for communicating related system problems within the department and collaborate with other teams and vendors on changes, fixes, and updates
* Manage the release process for applications which includes effective department wide and end user communication
* Manage testing scripts and identify opportunities for improvement
* Manage delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applications
* Develop relevant metrics, measures and publish the performance of the services provided and enable continuous improvement activities in collaboration with peer groups
* Work 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
* Assist with the preparation of budget for IT systems and services related interfaces and applications
* Keep abreast of new developments and forecast future trends in application integration in the Hospitality industry
* Maintain a strong understanding of technology and its application to achieve business objectives
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
* 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)
* Nursery Scheme via Each Person (subject to eligibility)
* Early Pay - Instantly access a portion of the pay you’ve already earned
Employee Assistance Programme- Supported by Hospitality Action
* Training and development through our Imperial London Hotels Academy
* Access to fully funded apprenticeships (subject to eligibility)
* £1,000 for your chosen course for development once you complete our Buddy programme (subject to eligibility)
* Access to Supported Study Scheme (subject to eligibility)
* Annual Free English Course accredited by UCL Centre for Languages & International Education
Opportunity to explore other roles within Imperial London Hotels after 1 year of service
Extended Benefits:
* Technology Scheme (subject to eligibility)
* Cycle to Work Scheme (subject to eligibility)
* Electrical Car Scheme for senior management positions only (subject to eligibility)
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