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Digital Product Support Manager
4 months ago
Digital Product Support Manager
Location: Hybrid (Hemel Hempstead based with a 50% Office / 50% Remote working arrangement)
Competitive Salary / Bonus / Bens
About the Role
We are looking for a Digital Product Support Manager to strengthen our Digital Operations team who provide the vital triage and fix for a range of digital products and services across Haven.
As a Digital Product Support Manager, you will be pivotal in safeguarding the integrity of our digital product and technology offerings. You'll lead a dedicated remote-first, multidisciplinary Product Support Team to ensure robust support mechanisms are continuously developed. This role requires a dynamic leader who is adept at managing complex product support scenarios, fostering seamless product adoption, and facilitating rapid incident resolution. Your leadership will directly impact our product management and DevOps practices, driving significant improvements across the board.
Your Opportunity
Lead and develop: Manage the day-to-day operations of our Digital Operations team, focusing on exceptional support and strategic product advancements.
Strategic oversight: Spearhead critical monitoring and response initiatives aligned with best practices in Observability and Site Reliability Engineering.
Innovation and improvement: Continuously seek innovative ways to enhance our support processes, integrating cutting-edge technology solutions and refining our incident response strategies.
What We’d Like You to Bring
Experience and expertise: A solid background in technology with a focus on IT service management, cloud services (AWS, Azure), and an in-depth understanding of ITIL principles.
Leadership acumen: Proven leadership skills with the ability to motivate and guide a team towards achieving excellence in product support and operations.
Problem-solving prowess: Strong analytical skills to tackle complex issues, paired with the ability to make swift, informed decisions.
Essential: Prior experience in a product support role with a strong foundation in technology systems and services.
Desirable: ITIL Certification and familiarity with cloud migration strategies.
Leadership: Exceptional leadership capabilities with a track record of hiring, training, and developing teams.
What’s In It For You?
- Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Access to the Bourne Leisure corporate box at the O2 Arena ,London
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family friendly policies and pay (eligibility criteria applied)
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.
What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.
We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.
