THG is an international technology company and leading online retailer,?home to premium brands such as?lookfantastic,?Myprotein, and ESPA; all of which are powered by our industry-leading and award-winning technology platform, THG Ingenuity.
Tech at THG
Technology is the driving force behind THG, and it starts with our people. We are ambitious with our goals and challenge conventional thinking. THG Technology is different because we support every single person to make massive impact and drive their own work. Our people are always learning, and we work every day to ensure?our technology, from our software platforms, to our hosting services, to our M.L capability and beyond,?is world class.?This?enables us to keep powering THG and our partners on a global scale.
What will I be doing?
As the Hosting Support Manager within the Global Operation Centre, you will be responsible for the delivery of a smooth and effective 24/7, 365 support operation for our hosting customers.
Playing a key role in the development, growth and success of THG’s Hosting Support Service capability, you will lead, motivate and oversee the day-to-day management of the Hosting Support Team(s), consistently delivering a world-class experience to our Customers, 24/7, 365.
You will maintain strong relationships with stakeholders across various internal teams, transition new products and services into support and use data analysis amp; automation to drive outstanding customer experience and operational performance.
- Lead the day-to-day operations for the Hosting Support Team
(Incident, Major Incident, Request, Change)
- Act as an escalation point for Hosting Support operational issues and customer complaints
- Create and enhance processes, procedures, systems and tools
- Working with the product team, develop value add support services for our customers
- Act as a service expert identifying opportunities to introduce innovative ways of working into Service Delivery
- Produce Internal Management reporting on Service Performance
- Maintain and continually improve customer satisfaction ratings
- Promote and track cross and upsell opportunities for existing customers
- Line manage, motivate, coach and develop a high-performance Hosting Support Team, including 121’s, Performance Reviews, Training, Objective setting etc.
- Ensure that the Hosting Support Team are trained and operationally ready to deliver existing amp; new services
- Manage shift rotas, on call, holidays amp; overtime
- Advocate Customer Experience across all teams to deliver the best outcomes for our Hosting Customers
Requirements
What skills and experience would I need?
- Minimum 3 years’ experience in IT services industry, working at least 1 year in a customer-facing role
- Good understanding of service methodologies and approaches e.g. ITIL
- Good understanding of Service and Security standards e.g. ISO27001, 9001
- Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support IT service process activities.
- Excellent verbal, written communication and presentations skills together with the ability to deliver customer presentations
- Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team
- Data driven, highly organized, and detailed oriented
- Continually improving, caring about quality, and delivering customer value
- Experience managing technical teams
- Effective time management skills: with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.
- Able to collaborate with internal stakeholders (Sales, Pre-sales, Project, Delivery, Product, Marketing amp; Support)
- Strong awareness around hosting products and services
- Proven expertise in developing others, driving continuous improvement and leveraging best practices
Benefits
What's in it for me?
- Competitive salary, plus a performance related bonus
- Build solutions using the latest technology
- Work alongside genuine industry experts
- Continuous development through THG Academy, our in-house Lamp;D team
- Staff discounts on THG brands and Hale Country Club
- On-site doctor, physio and barber