Harvey Nash

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