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Senior Digital Support Manager
4 months ago
Burton Upon Trent - 2/3 Days a week
Job Description:nAs the Senior Digital Support Manager, you will be responsible for leading a team in ensuring the smooth operation and support of our client's digital technologies. Your primary duties will include:nLine managing a team, focusing on performance management, development, and retention.nEstablishing and operating a new Digital Support Center of Excellence (CoE), encompassing service and incident management, vendor management, and 1st and 2nd line support.nDeveloping a comprehensive service strategy for the client's digital technologies, covering service levels, incident prioritization, resolution times, major incident management, and more.nTranslating the service strategy into support contracts with partners.nMonitoring, reporting, and governing service levels to ensure compliance and quality standards.nEnsuring 24/7 support for critical systems and environments, including necessary escalation and communication processes.nCollaborating with other teams for efficient handover of code into support operations, including Operational Acceptance Testing.nDriving initiatives to expand in-house digital development and support capabilities.nEncouraging the adoption of digital support principles across the organization.nEngaging with product and project teams to enhance ongoing product supportability.nEstablishing vendor management capabilities and driving partner performance.nPlanning for digital peak volumes and supporting relevant teams accordingly.nSetting up automation processes to streamline department operations.nCollaborating on business continuity and disaster recovery plans, including regular testing.
What You'll Bring:nDemonstrable experience in product support environments for large-scale companies or service providers.nKnowledge of Software Delivery Lifecycle and the role of support teams.nExperience in building, leading, and managing support functions.nStrong technical support skills, including monitoring, task automation, and modern tooling.nExperience in managing internal and third-party partners.nVendor management expertise.nAbility to deliver outstanding service under pressure.nITIL/ITSM v3 Certification desired.nExperience in support operations across various core technologies:WebnAppnIntegrations and APIsnCustomer Data platforms
Please apply and a consultant will be in contact soon.
