Working with one of the country's leading Leisure Industry businesses, the Digital Service Manager will play a critical part in delivering the company's 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 (1 day/wk minimum 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-focused 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 and 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.
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