Senior Digital Support Manager
1 month 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
Job Description:
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. Your primary duties will include:
- 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.
- Setting up automation processes to streamline department operations.
- Collaborating on business continuity and disaster recovery plans, including regular testing.
What You'll Bring:
- 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.
- Experience in managing internal and third-party partners.
- Vendor management expertise.
- Ability to deliver outstanding service under pressure.
- ITIL/ITSM v3 Certification desired.
- Experience in support operations across various core technologies:Web
- App
- Integrations and APIs
- Customer Data platforms
Please apply and a consultant will be in contact soon.
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