IT Services Manager

Working with one of the countries leading Hospitality Industry businesses. The Digital IT Service Manager will play a critical part in delivering the companies Digital Objectives - ensuring a high level of service and availability for all digital platforms, working with key suppliers and internal teams.

Benefits Include:

• Hybrid Working (1 day/wk on site)
• Retail discounts
• Employee Assistance Programme

I am keen to speak to any IT or Digital Service Managers with a strong background in service support based on modern digital technologies and industry best practice. (ideally web, mobile app and customer facing technology)

The role :

Contribute to the development and implementation of a Service Strategy for 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

Experience Required.

• Excellent 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
• Experience of retail digital solutions / technologies

This role would suit a Digital / IT Support Service Manager, within commutable distance of Staffordshire. With experience of Customer Facing Digital Solutions / Technologies