Application Support Coordinator

Homebased with travel to sites (Cardiff, West Bromwich, Birmingham & Coventry) as and when the business needs.
Upto £45,000.00 per annum, dependant on experience + Excellent benefits

37 hours per week / Monday - Friday 9am - 5pm

Ready to make an impact?

The purpose of the Application Support Coordinator is a key enabler of successful digital product delivery, acting as a force multiplier for the Product Owner. This role ensures that business needs are expertly translated into actionable delivery plans, backlog activities are rigorously managed, and stakeholder alignment is continuously maintained.

By driving clarity, focus, and momentum across teams, the Coordinator plays a critical role in accelerating value delivery and ensuring strategic priorities are met. Operating at the intersection of product strategy, delivery execution, and stakeholder engagement, the Coordinator provides essential oversight of progress tracking, risk mitigation, and cross-functional communication.

Their proactive coordination empowers the Product Owner to focus on high-value decisions, while ensuring the delivery team remains aligned, efficient, and outcome-driven. 

You’ll be entrusted to:

Backlog Leadership & Strategic Alignment

· Lead backlog refinement by translating complex business needs into clear, actionable user stories that drive product value.

· Ensure backlog items are meticulously documented, prioritised, and aligned with evolving business strategies and stakeholder expectations.

· Act as a guardian of delivery quality by enforcing clarity in acceptance criteria and readiness standards.

Stakeholder Influence & Communication Strategy

 · Serve as a trusted liaison between stakeholders and delivery teams, ensuring seamless communication and rapid resolution of queries.

· Actively capture and synthesise stakeholder feedback to shape backlog priorities and inform product direction.

 · Own the development and delivery of strategic communications that foster transparency, engagement, and alignment across the contract.

Delivery Governance & Execution Oversight

· Provide critical oversight of sprint progress, proactively identifying risks, blockers, and dependencies to safeguard delivery timelines.

 · Orchestrate sprint ceremonies with precision, ensuring outcomes are captured, actions are followed through, and teams remain focused on value delivery.

· Lead coordination of User Acceptance Testing and deployment activities, ensuring solutions meet business objectives and deliver measurable impact.

 Insight Generation & Decision Support

· Develop and maintain high-impact dashboards and reports that surface delivery metrics, KPIs, and product performance trends.

· Deliver actionable insights that empower the Product Owner and leadership to make data-driven, strategic decisions.

Product Knowledge Stewardship

· Own and curate product documentation, user guides, and release notes to ensure clarity, consistency, and accessibility across teams and stakeholders.

Champion knowledge management practices that enhance team efficiency and stakeholder confidence.

Continuous Improvement & Strategic Enablement

 · Drive continuous improvement initiatives that enhance delivery efficiency, stakeholder engagement, and product quality.

· Actively seek and incorporate feedback to refine processes, elevate user experience, and accelerate value creation.

Does this sound like you?

You’ll be a great fit for this role if you have:

Skills & Experience

Strong organisational and coordination skills.

• Excellent communication skills, with the ability to work across technical and business teams.
• Familiarity with Agile/Scrum/Waterfall methodologies and product development cycles.
• Competence with delivery tools (e.g. Azure DevOps).
• Analytical skills to interpret data and produce meaningful reports.
• Previous experience in project management, product support, or business analysis essential.
• Understanding of digital product lifecycle

Success Behaviours

Proactive: Anticipates needs, surfaces risks early, and seeks solutions.

• Detail-Oriented: Ensures backlog items, documentation, and updates are complete and accurate.
• A self-starter able to demonstrate drive and initiative
• Collaborative: Works closely with the Product Owner, delivery team, and stakeholders to maintain alignment.
• Adaptable: Comfortable with change and able to pivot as priorities shift.
• Supportive: Provides reliable, consistent assistance that enables the Product Owner to focus on strategy.
• Outcome-Focused: Keeps the product vision and customer value at the heart of daily activities.
• A problem solver with great communication skills, able to work as part of a team to achieve business goals.

Discover all you need to keep growing

Here you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.
Because this is a place for you

Our people are integral to everything we do. That’s why our benefits are designed to put you first:

• Holidays: Up to 25 days plus bank holidays
• Pension: Up to 6% contributory pension scheme
• Bonus: A performance-based bonus scheme
• Private medical insurance
• Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

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All Serco employees must ensure that their current line manager is aware of their application.  For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.