Working with one of the countries leading Hospitality Businesses. The Digital Service Manager will play a critical part in delivering the companies Digital Objectives - ensuring a high level of service and availability for all digital platforms, working with key suppliers and internal teams.
Benefits Include:
* Hybrid Working (ideally, at least 1 day per week on site)
* Retail discounts
* Employee Assistance Programme
I am keen to speak to any IT or Digital Service Managers with a strong background in service support based on modern digital technologies and industry best practice. (ideally retail focussed digital services)
The role :
Contribute to the development and implementation of a Service Strategy for technologies to include service levels, incident prioritisation and resolution times, major incident management framework, business/vendor/partner escalation paths, monitoring and alerting strategy, support tooling, disaster recovery and resilience plans, governance and reporting
* Ensure the design and delivery of digital services meets the sponsor and user needs
* Ensure 24:7 support for critical systems, environments through internal teams or third-party partners. Ensure necessary escalation, management and communication of all critical issues and subsequent review processes
* Ensure all digital applications and platforms are on appropriately supported versions; and work with Delivery Managers to ensure that technical upgrades are appropriately scheduled, included in annual operating plans and budgets
* Monitor, report and govern service levels to ensure compliance and necessary quality standards from internal teams and third-party providers; and establish service improvement plans if required
* Undertake capacity and performance planning to ensure services can manage peak demand and identify appropriate activities across the relevant teams
Experience Required.
* Excellent technical support skills covering monitoring and alerting, task automation and modern tooling and development practices
* Experience of managing and coordinating internal and third party partners to agreed support strategies and service levels.
* Clear drive to deliver exceptional Customer Service to colleagues and users of Digital applications
* Demonstrable experience in a product support environment for large scale company or service provider
* Ability to deliver outstanding service in a high pressure environment
* Experience of retail digital solutions / technologies
This role would suit a Digital / IT Support Service Manager, within commutable distance of Staffordshire. With experience of Retail Digital Solutions / technologies