Platform Service Manager

Title: Platform Service Manager
Salary: up to £70k DOE + Bonus
Location: Hybrid - Manchester

About the role: Seeking an experienced Platform Service Delivery manager to lead and oversee our global technology support and customer service operations. This role is critical in ensuring that the technology platforms and services are delivered efficiently and effectively, supporting the client's global community of professionals and internal teams.

In this role, you will be responsible for managing the day-to-day operations of the client's technology service platform, driving high performance, ensuring reliability, and enhancing the customer experience. You will lead a team of approximately 20 technology professionals, covering areas such as Service Desk, Application Support, Project Delivery, and Platform Administration.

As they continue to experience rapid growth, this role will be pivotal in supporting the client's expansion and ensuring the technology services scale accordingly. 

Key Responsibilities:

• Lead a team of approximately 20 technology professionals to deliver exceptional platform service to a global community of over 3,000 users and 6,000 devices.
• Oversee the support and management of our internal technology platforms, including custom-built software, third-party applications, and Microsoft 365.
• Ensure the consistent delivery of high-quality, customer-centric support across all technology services.
• Manage and develop service operations, focusing on continuous improvement of service performance, platform reliability, and customer satisfaction.
• Drive improvements across key Service Management processes, including Incident & Escalation Management, Change Control, and Asset Management.
• Use service metrics and customer feedback to identify areas for improvement, ensuring timely and effective resolution of technical issues.
• Maintain and build positive relationships with technology suppliers, overseeing contract and service management, billing, and governance processes.
• Work closely with internal departments such as Sales, Recruitment, Customer Support, and Finance to support broader business objectives.
• Provide leadership, coaching, and mentorship to the Technology Service team, fostering a culture of continuous learning and operational excellence.
• Manage complex technical environments and ensure that the team is equipped to handle high-level issues and service escalations.

Required Skills and Experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT operations, platform management, or a similar role.
• Proven track record of leading technical teams and managing complex technology environments.
• Strong experience with Service Management frameworks such as ITIL or SDI Management.
• Exceptional leadership and team management skills, with a focus on customer service and operational excellence.
• Excellent communication skills and the ability to work effectively with cross-functional teams and external partners.

The client does not provide sponsorship so applicants must be UK citizens or not require any additional sponsorship to change roles.