Service 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.

This role plays a critical part in delivering Greene King’s Digital ambitions by ensuring a high level of service and availability for Greene King’s digital platforms, through building strong relationships with key suppliers and internal teams.   You will have a strong background in service support based on modern digital technologies and industry best practice. 

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…

This role is a manager (M2 career band).

In your role as Service Manager you will ...

• Contribute to the development and implementation of 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
• 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

What you'll bring...

• 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.
• 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

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