Scope & Key Interfaces
- Pub PLT teams
- IT Support Services – inc. Application Owners (Core, Digital and Retail), and Service Delivery
- IT Engineering & Infrastructure teams
- IT Security, Network and Assurance teams
- IT Core, Digital and Retail delivery teams
- Digital Product Owners
- Business application owners (inc. HR People Systems team)
- Third party vendors
Outcomes and KPIs
- Leadership: Show senior leadership in the digital and retail landscapes Line management of team members including performance management and the development and retention of the team
- Support: Deliver exceptional and unparalleled support across our Retail and Digital application portfolio
- Strategic Planning: Architect and implement strategic plans to enhance IT service in the digital and retail space
- Team Ethos: Set a clear strategy and team ethic focused on customer experience of systems, coupled with traditional IT needs,
- Application Enhancements: Proactively engage with Digital product and project teams, and relevant application providers
Company Description
The Senior Application Support Manager (Retail and Digital) is a pivotal role within Greene King, responsible for ensuring the seamless operation and support of all digital consumer products and in-pub systems.
Greene King prides itself on the service it provides to our customers, either in our pubs or online, and this role is critical in providing that customer first mantra through reliable and effective systems.
This includes providing comprehensive 24/7 support to maintain high availability of our digital consumer applications (such as our Order & Pay app, Websites and bookings platforms), and the business trading availability and performance of in-pub applications such as tills, Kitchen Management Systems (KMS), and other retail systems. The role is essential in delivering a consistent and reliable customer experience, both online and in our pubs, by proactively removing issues and swiftly addressing any technical issues that arise.
In this role, you will lead a dedicated support team, managing incident and problem resolution processes to minimise downtime and operational disruptions. You will work closely with internal stakeholders, including IT digital and retail delivery teams, operations, and customer relations teams, to understand their needs and provide effective support solutions. Additionally, you will liaise with external vendors to ensure they meet their service level agreements (SLAs) and deliver high-quality support services. Your proactive approach to system maintenance, performance monitoring, and user training will be crucial in ensuring that all digital and retail applications are up-to date, secure, and functioning optimally.
As the Retail and Digital Application Support Manager, you will also play a key role in driving continuous improvement initiatives. By identifying opportunities for process enhancements and implementing best practices, you will help to elevate the efficiency and effectiveness of the support function. Your expertise and leadership will directly contribute to Greene King's mission of providing exceptional service and experiences to our customers.
Additional Information
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…
Qualifications
Capabilities
- Ability to ruthlessly prioritise to a fast-paced environment with rapidly changing priorities
- Able to demonstrate a proven ability to deliver outstanding service in a high-pressure environment
- Takes ownership and challenges constructively as part of a collaborate approach to change management and asset tracking
- A demonstrable passion and drive for technology modernisation, delivery, and best practice
- Strong influencing and networking skills, able to communicate technology vision to a wide audience, both business and IT
- Ability to land culture change within the department and wider teams.
- Strong communication skills with all the key stakeholders to ensure support vision is understood and implemented correctly.
- Ability to motivate a team, recognise good talent and bring out the best out of each individual
- Keen to learn and to challenge for smarter ways of working
- Customer first mindset
Experience
- Extensive experience in Hospitality or Retail IT Support environments
- 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 building, leading and managing Support functions
- Good 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
- Ability to deliver outstanding service in a high-pressure environment
- ITIL / ITSM v3 Certification desired
