Overview
Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre.
1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR
Job Details
Product Support Manager
Location: Hybrid (Hemel Hempstead based with a 50%
Office / 50% Remote working arrangement)
Competitive Salary / Bonus / Bens
About the Role
We are looking for a Product Support Manager to
strengthen our Digital Operations team who provide the vital triage and fix for
a range of digital products and services across Haven.
As a Product Support Manager, you will be
pivotal in safeguarding the integrity of our digital product and technology
offerings. You’ll lead a dedicated remote-first, multidisciplinary Product
Support Team to ensure robust support mechanisms are continuously developed.
This role requires a dynamic leader who is adept at managing complex product support
scenarios, fostering seamless product adoption, and facilitating rapid incident
resolution. Your leadership will directly impact our product management and DevOps
practices, driving significant improvements across the board.
Your Opportunity
Lead and develop: Manage the day-to-day
operations of our Digital Operations team, focusing on exceptional support and
strategic product advancements.
Strategic oversight: Spearhead critical
monitoring and response initiatives aligned with best practices in
Observability and Site Reliability Engineering.
Innovation and improvement: Continuously seek
innovative ways to enhance our support processes, integrating cutting-edge
technology solutions and refining our incident response strategies.
What We’d Like You to Bring
Experience and expertise: A solid background in
technology with a focus on IT service management, cloud services (AWS, Azure),
and an in-depth understanding of ITIL principles.
Leadership acumen: Proven leadership skills
with the ability to motivate and guide a team towards achieving excellence in
product support and operations.
Problem-solving prowess: Strong analytical
skills to tackle complex issues, paired with the ability to make swift,
informed decisions.
Essential: Prior experience in a product
support role with a strong foundation in technology systems and services.
Desirable: ITIL Certification and familiarity
with cloud migration strategies.
Leadership: Exceptional leadership capabilities
with a track record of hiring, training, and developing teams.
What’s In It For You?
– Holiday allowance that rises with service, plus a
‘Holiday Buy Scheme’
– Annual bonus
– 20% discount on both Haven and Warner Hotels holiday for you, family and
friends
– Comprehensive wellbeing support
– Access to the Bourne Leisure corporate box at the O2 Arena ,London
– Exclusive discounts with corporate partners
– Exciting career pathways, including Learning and Development opportunities
such as Apprenticeships and Degrees
–
Enhanced family friendly policies and pay (eligibility criteria applied)
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven
& Warner Hotels. We have 9,000 fantastic team members and 39 beautiful
seaside locations and our HQ based in Hemel Hempstead.
What’s it like to work with us?
Working with us is ultimately defined by our
exceptional people and teams. At Haven, we take pride in our Breath of Fresh
Air culture, which focuses on valuing and supporting every team member. We
prioritise openness and transparency in our interactions allowing our team
members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will
be spent at the office, occasionally on Park, or at external events.
What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or
skills test, depending on the role. If you require any support or reasonable
adjustments to help you perform at your best during this process, please let us
know.
Diversity, equity, and inclusion are at the heart of who we
are and what we do. Our commitment to these values is unwavering and they are
central to our mission. We encourage applications from all backgrounds,
communities and industries and we are happy to discuss any reasonable
adjustments or flexibility that you may require, including whether a role can
be part-time or a job-share.
We genuinely care about every candidate’s experience during
the recruitment process and are here to provide support where we can. If you
require any assistance or reasonable adjustments while applying, please don’t
hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.
