BAU Support Manager (Content Platform)

Job Title: BAU Support Manager (Content Platform)
Contract Type: Permanent
Location: London, England
Salary: Up to £38000 per annum
Start Date: ASAP
Reference: JS/SJ/BAU
Contact Name: Shaun Johnston
Contact Email:
Job Published: November 02, 2020 13:03

Job Description

Platform Support Manager (BAU)

Handle is working with a leading Digital Media Agency to recruit a Platform Support Manager to join a product team supporting a major CMS / LMS. We need a person who has undertaken a similar Platform Support role for a sizeable Digital Media Agency who is familiar with agency processes and who has experience in a client-facing role within such an organization.

About the role:

* To start ASAP
* 2 month FTC role initially (to end of year), with the possibility to convert to perm depending on business conditions
* Line managed by Project Director
* To join our One Production team working alongside an existing Platform Manager
* Equivalent annual salary of max £40k
* Would suit an experienced support manager, or equally a junior digital producer/project manager or BAU manager looking to move longer-term into product management
* The role currently requires a split of approx. 40% BAU tasks (such as comms deployment, ad hoc reporting and content updates), 40% support process management (resourcing, triaging, investigation, assigning and chasing up tickets), 20% proactive improvement/content management support.
* For context we typically handle a small number of larger support requests or improvement tasks each month, rather than high volume of user issues.
* Initially the role will involve remote working, but preference would be for a London based candidate so they can join us in the office as the teams start to transition back there over the coming months

Core responsibilities:
* Responsible for technical support and maintenance across three client LMS platforms (all based on customised Totara instances) for two major retail brands
* Triaging, prioritising and assigning support tickets from multiple clients and internal stakeholders
* Transitioning new platforms or features into support
* Support process set up, monitoring and optimisation
* Working closely with internal project management, client service and production teams
* Internal management of release cycles, including resource booking, scheduling, overseeing development progress, UAT and deployment
* Client facing 2nd line support: receiving and clarifying issues/briefs, reviewing and agreeing priorities, providing progress updates, facilitating UAT and approvals
* Investigation and resolution of simpler support requests/BAU tasks: user queries, reporting data, content management, data management, platform configuration
* Deployment of comms calendar: publishing newsfeed posts, surveys, push notifications, email comms to the userbase
* Support platform manager with content population tasks where possible

Preferred skills/experience:
* Experience running a service/support desk or BAU project management
* Comfortable operating with wider agency processes such as resource booking/management, negotiating with project managers for resource, and briefing in tasks
* Must have some core project management/service delivery management training/experience
* Will need high attention to detail, and be super organised with exceptional time management
* Exhibits good judgement and will be self-motivating, as well as able to motivate others
* Site admin experience with Totara LMS or Moodle would be ideal, or alternatively more general LMS, CMS or other product/platform back-office management
* Atlassian suite: Jira, Confluence, Bitbucket
* Excellent verbal and written communication
* Able to translate complex technical information into client-friendly updates
* Able to instill confidence in client-facing situations, and be flexible, collaborative, sympathetic and remain calm under pressure
* Able to pragmatically balance urgency and reactiveness with following best practice and process
* Understanding of technical development process/methodologies, dev ops, and code control
* Junior level front end development (HTML, CSS, Javascript), as will need to handle markup to complete some content management tasks
* Prior agency experience

Handle actively welcomes applicants from under-represented backgrounds

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.