Application Support Manager (Digital)

Scope & key interfaces

• IT Support Services – inc Application Owners (Core, Digital and Retail), and Service Delivery
• IT Engineering & Infrastructure teams
• IT Core, Digital and Retail delivery teams
• Digital Product Owners
• Business application owners (inc HR People Systems team)
• Third party vendors

Outcomes and Key Performance Indicators

• Leadership: Line management of team members including performance management and the development and retention of the team
• Strategy: Manage and deliver a service strategy for Greene King digital 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
• Team Ethic: Deliver on a clear strategy and team ethic focused on customer experience of systems, coupled with traditional IT needs,
  • Digital Speed & Responsiveness e.g. Page Load Time, Time to First Byte , First Contentful Paint, API response times
  • Availability & Reliability e.g. Uptime Percentage, Error Rate, MTBR, MTTR
  • Scalability, Throughput, capacity planning best practice
  • Observability best practice, making IT the first to know
  • Security best practice, a no regrets approach to system security
• Performance Metrics: Measure, report and govern service levels to ensure compliance and necessary quality standards from internal teams and third party providers
• Support: 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
• Processes: Establish clear processes and strategies, alongside the 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
• Strategy: Consult and engage as part of Greene King’s strategy to expand Digital development and support capabilities inhouse and initiate and manage support initiatives and projects to realise this
• Automate: Set up and define automation processes to aid in the running of the department
• BCP & DR: Collaborate on the creation of business continuity and disaster recovery plans and assist with regular testing of relevant processes and procedures

You will lead the Digital App Support and will define the support strategies, models and ways of working to ensure that the Digital platforms are supported by high quality service delivery and we continuously drive our performance. You will work with external partners support teams to drive agility, quality and cost effective delivery for Greene King whilst also building our own inhouse capabilities as we take greater ownership of our technology strategy and delivery.

This role will play a key role in the wider modernisation of the IT function and as such you will have a strong background in establishing and running digital support functions based on modern technologies and industry best practice and shaping new ways of working supported by automation and tooling to maximise throughput and reliability.

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could receive £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…

• ITIL Expertise: Deep understanding of ITIL processes and best practices, Knowledge of Software Delivery Lifecycle and the role of support teams within that process
• Digital Proficiency: Demonstrable experience in a product support environment for large scale company or service provider, experience of support operation across a range of core technologies is critical:
  • Web
  • App
  • Integrations and APIs
  • Customer Data platforms
• Customers: a clear customer first mentality and understand of the needs of consumer-based solutions, all with the ability to deliver outstanding service in a high pressure environment
• Analytical Skills: Ability to analyse data and metrics to track transition performance and identify opportunities for improvement
• Problem-Solving: Strong critical thinking and decision-making abilities
• Communication: Strong influencing and networking skills, able to communicate technology vision to a wide audience, both business and IT
• Team: Ability to motivate a team, recognise good talent and bring out the best out of each individual
• Collaboration: Ability to work collaboratively with cross-functional teams and build strong relationships with stakeholders
• Organisational Skills: Ability to ruthlessly prioritise to a fast-paced environment with rapidly changing priorities
• Adaptability: Ability to adapt to changing environments and requirements