Digital support manager
2 months ago
Our major retail client is seeking a new Senior Digital Support Manager to join their new Digital Centre of Excellence team.
Burton Upon Trent - 2/3 Days a week
As 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. Line managing a team, focusing on performance management, development, and retention.
Establishing and operating a new Digital Support Center of Excellence (CoE), encompassing service and incident management, vendor management, and 1st and 2nd line support.
Developing a comprehensive service strategy for the client's digital technologies, covering service levels, incident prioritization, resolution times, major incident management, and more.
Translating the service strategy into support contracts with partners.
Monitoring, reporting, and governing service levels to ensure compliance and quality standards.
Ensuring 24/7 support for critical systems and environments, including necessary escalation and communication processes.
Collaborating with other teams for efficient handover of code into support operations, including Operational Acceptance Testing.
Driving initiatives to expand in-house digital development and support capabilities.
Encouraging the adoption of digital support principles across the organization.
Engaging with product and project teams to enhance ongoing product supportability.
Establishing vendor management capabilities and driving partner performance.
Planning for digital peak volumes and supporting relevant teams accordingly.
Collaborating on business continuity and disaster recovery plans, including regular testing.
Demonstrable experience in product support environments for large-scale companies or service providers.
Knowledge of Software Delivery Lifecycle and the role of support teams.
Experience in building, leading, and managing support functions.
Strong technical support skills, including monitoring, task automation, and modern tooling.
Vendor management expertise.
Ability to deliver outstanding service under pressure.
ITIL/ITSM v3 Certification desired.
Experience in support operations across various core technologies:Web
Customer Data platforms
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