Digital Support Manager

You will build and lead a new Digital Support Centre of Excellence (CoE). This new CoE will define the support strategies, models and ways of working to ensure that the Digital platforms are supported by high quality service delivery and continuously drive performance.

Benefits Include:

Hybrid Working (3 days office based)

Car / Allowance

Bonus

Flexible benefits package

I am keen to talk to any Support Managers with solid experience of the SDLC, API’s / Web App integration & ITIL, specifically having been responsible for all levels of support, Incident Management, Vendor Management, Risk,

The Role:

Reporting to the Director of Technology, and working with other CoE leads, you will be a key part of the Digital Technology leadership group to ensure delivery of a clear technology strategy aligned to the corporate vision.

• Line manage a team including performance management and the development and retention of the team. Resource, recruit and operate a new Digital Support CoE to include capabilities around service and incident management, vendor management, 1st line and 2nd line support
• Create service strategy for digital technologies to include; service levels, incident prioritisation and resolution times, major incident management framework, business/vendor/partner escalation paths
• 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
• Establish clear processes and strategies, alongside the Senior Digital Testing Manager and Head of Engineering, for the safe and efficient handover of code from product and project teams into support operations including Operational Acceptance Testing
• Create a vendor management capability, working across all Digital CoEs to monitor, govern and drive vendor and partner performance

Experience required:

• Demonstrable experience in a product support environment for large scale company or service provider
• Knowledge of Software Delivery Lifecycle and the role of support teams within that process
• Experience of managing and coordinating internal and third party partners to agreed support strategies and service levels
• Vendor management knowledge and experience
• ITIL / ITSM v3 Certification desired
• Experience of support operation across a range of core technologies
• Web
• App
• Integration's and APIs

This is an excellent opportunity to create a digital centre excellence for an organisation with over 40000 users.