Product Support Manager

Job Description

Job PurposeKeoghs are looking to recruit an energetic and inspirational IT Product Support Manager to lead our Product SME team in their journey to becoming a top class service provider that has a shift left, problem management focus.The role holder must have hands-on management experience, specifically of transforming service management to become high performing, including through managing staff, prioritising workloads and incidents, instilling robust processes and dealing with escalations.They must also be experienced in dealing with customers, both internal and external, at all levels and be competent at building up excellent working relationships with these clients.The successful applicant will work side-by-side with the IT team who work in Azure DevOps so previous DevOps experience would be a great advantage.Key AccountabilitiesKey AccountabilitiesTake responsibility for leading, developing and motivating the Product SME team, prioritising work/projects, setting KPIs and promoting strong team ethicsCreating and maintaining Product Support processes and ensuringprocedures are followed with a focus on continual improvementPartner with internal and external stakeholders regarding service challenges and solutions to enhance the service platformWork with our Group Shared Services department to improve service delivery where dependencies are presentReduce the need for human interventions in future by permanently resolving the underlying need, using problem management techniques and via collaborationWork with key business stakeholders to review, refine and improve the support modelManage and administrate service-based tools and service reporting tools and systems where required, as allocatedDealing with customer complaints and working to a satisfactory resolution to maintain excellent customer relationshipsConduct regular product and service reviews as part of a regime of continuous improvementProvide regular and timely reports to key stakeholders including Product Owners and Managers, Head of Value Enablement and Director of Technical Operations regarding the health of products, incident trends and recommendations.Working Hours35 hours per week,Primary location for this role is homebasedExperience, Skills and QualificationsEssential Skills and Attributes:Experience working as a service managerTo be able to balance technical excellence with pragmatic action, delivery / execution and business demandsExperience supporting applications, infrastructure and cloud servicesExperience documenting and implementing policies and processesExceptional problem solving skillsPassion for technology, a natural leader who is pragmatic and creativeExcellent communication and interpersonal skills, calm under pressure & sound judgement in complex situationsPerformance CompetenciesMust be self-motivated with a strong work ethic that can work with limited supervision.Must have good analytical skills.Communicates in clear and concise manner, written and verbal.Cooperates, collaborates, and works toward common goal with others.Show a highly committed attitude.Open and inclusive approach willing and able to interact internally and externally and at all levels within the company.Required Soft Skills:You must:Be self-motivated with a strong work ethic that can work with limited supervision.Have the ability to adapt to a rapidly changing environment, ability to think on their feet and learn quickly.Have excellent communication and interpersonal skills, calm under pressure & sound judgement in complex situations.Be co-operative, collaborative, and work toward common goal with others.Be open and inclusive approach, willing and able to interact internally and externally and at all levels within the company.Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner.Have the ability to work under pressure and prioritise effectively, working on multiple tasks at the same time.Be competent user of IT with good working knowledge of Microsoft packages and confident in embracing new technology.Be organised, proactive and confident self-starter.Show a highly committed attitude.Be methodical and accurate, showing great attention to detail.Demonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively with each other.Demonstrate Agile - Experience of Agile Scrum methodology.ValuesOur culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our five values are at the heart of everything we do;Keoghs valuesWe listen, are down to earth and supportiveWe work together towards a common goalWere friendly with a can do attitudeWe care about our clientsWe evolve

Keyskills :
ScrumTeamworkProduct Support