Digital Services Manager

Harvey Nash • Staffordshire, ENG, United Kingdom • 4d ago

Job Description

Working with one of the countries leading Leisure Industry businesses. The Digital Service Manager will play a critical part in delivering the companies Digital Objectives - ensuring a high level of service and availability for all digital platforms, working with key suppliers and internal teams.

Benefits Include:

Hybrid Working (1 day/wk minimum on site)
Retail discounts
Employee Assistance Programme

I am keen to speak to any IT or Digital Service Managers with a strong background in service support based on modern digital technologies and industry best practice. (ideally retail focused digital services)

The role:

Contribute to the development and implementation of a Service Strategy for technologies to include service levels, incident prioritisation and resolution times, major incident management framework, business/vendor/partner escalation paths, monitoring and alerting strategy, support tooling, disaster recovery and resilience plans, governance and reporting
Ensure the design and delivery of digital services meets the sponsor and user needs
Ensure 24:7 support for critical systems, environments through internal teams or third-party partners.
Ensure necessary escalation, management and communication of all critical issues and subsequent review processes
Ensure all digital applications and platforms are on appropriately supported versions; and work with Delivery Managers to ensure that technical upgrades are appropriately scheduled, included in annual operating plans and budgets
Monitor, report and govern service levels to ensure compliance and necessary quality standards from internal teams and third-party providers; and establish service improvement plans if required
Undertake capacity and performance planning to ensure services can manage peak demand and identify appropriate activities across the relevant teams

Experience Required.

Excellent 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.
Clear drive to deliver exceptional Customer Service to colleagues and users of Digital applications
Demonstrable experience in a product support environment for large scale company or service provider
Ability to deliver outstanding service in a high pressure environment
Experience of retail digital solutions/technologies

This role would suit a Digital/IT Support Service Manager, within commutable distance of Staffordshire. With experience of Retail Digital Solutions/technologies