Senior Digital Support Manager

At Greene King we believe Digital will enable us to deliver a step change in the pub experience. We obsess over building best in class user and customer experiences across our digital products and transformation programmes.  We will live up to being the pride of British hospitality by making sure we deliver digital products that fit in to our physical experiences seamlessly; and to ensure our customers come back time and time again.

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 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.

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 our corporate vision and strategy, fully supporting our customers and pub teams in delivering our Digital products.

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.

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 be eligible for £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…

As Senior Digital Support Manager you will....

• 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 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
• Transition service strategy into all active and future partner support contracts
• Measure, report and govern service levels to ensure compliance and necessary quality standards from internal teams and third party providers
• 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
• Conduct and/or govern operational acceptance testing
• Work with other centres of excellence to improve data and environment provision across the Greene King digital landscape, particularly focussed on pre-production capabilities and release processes
• 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
• Encourage the wider adoption of the digital support principles across the wider Greene King group, being a catalyst for change and improvement
• Proactively engage with Digital product and project teams to input into ongoing product enhancements to improve service levels and supportability
• Create a vendor management capability, working across all Digital CoEs to monitor, govern and drive vendor and partner performance
• Conduct regular planning for the growth of Digital peak volumes and sponsor appropriate activities across the relevant teams
• Set up and define automation processes to aid in the running of the department
• Collaborate on the creation of business continuity and disaster recovery plans and assist with regular testing of relevant processes and procedures

What you'll bring...

• 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
• Vendor management knowledge and experience
• Ability to deliver outstanding service in a high pressure environment 
• ITIL / ITSM v3 Certification desired
• Experience of support operation across a range of core technologies
  • Web
  • App
  • Integrations and APIs
  • Customer Data platforms

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