Senior Digital Support Manager

12 hours ago

Burton upon Trent, Staffordshire, United Kingdom Greene King Full time
About the Role

We are seeking a highly skilled and experienced Senior Digital Support Manager to join our team at Greene King. As a key member of our Digital Technology leadership group, you will play a critical role in shaping our digital support strategy and ensuring the delivery of high-quality service to our customers.

Key Responsibilities
  • Lead and manage a team of digital support professionals, including performance management and development.
  • Develop and implement a comprehensive digital support strategy, including service levels, incident prioritization, and resolution times.
  • Collaborate with external partners and vendors to drive agility, quality, and cost-effective delivery.
  • Measure and report on service levels to ensure compliance and quality standards.
  • Ensure 24/7 support for critical systems and environments through internal teams or third-party partners.
  • Establish clear processes and strategies for the safe and efficient handover of code from product and project teams into support operations.
  • Work with other centres of excellence to improve data and environment provision across the Greene King digital landscape.
  • Consult and engage with stakeholders to expand digital development and support capabilities in-house.
What You'll Bring
  • Proven experience in a product support environment for large-scale companies or service providers.
  • Knowledge of the Software Delivery Lifecycle and the role of support teams within that process.
  • Experience of building, leading, and managing support functions.
  • Good 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.
  • Vendor management knowledge and experience.
  • Ability to deliver outstanding service in a high-pressure environment.
What We Offer
  • A competitive salary and pension contribution.
  • The chance to further your career across our well-known brands.
  • Discounts on all of our brands.
  • Free employee assistance program.
  • Discounts at our Greene King Inns and hotels.
  • Refer a friend scheme.
  • Wagestream.
  • Retail discounts.

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