Senior Digital Support Manager - Digital - Retail - Perm

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 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.

...