Service Delivery Manager


Brighton, UK


Key area:

Support Team



Up to £40k DOE




About the role

The 15gifts Support Team provides our customers and internal teams with critical front line support. We’re looking to expand the Support Team’s capability, and with that we’re excited to create a new Service Delivery Manager role. 

This person will be responsible for managing the Support Team, and owning our release processes. We need someone who can implement and evolve the right processes, and ensure that the team remains highly efficient, motivated, and supported, as they grow.

Our release processes are currently owned by our entire Development Team, and we’re looking from someone to own, consolidate and perfect these. They include:

– Liaising with internal and external stakeholders

– Delivery of supporting release documentation

– Managing and delivering hotfixes for critical issues

Our technology is already used by some of the largest brands in the world, and we’re only just getting started. This is a great time to join a company that has a huge opportunity ahead of it.

The person we’re looking for

– Has a passion for technology and an excellent eye for detail

– Is a great communicator and team player

– Takes ownership of issues, big or small

– Loves learning and taking on challenges

– Wants to work at the cutting edge of applying consumer psychology to online interactions

You’ll be responsible for

– Line management of the Support Team

– Triage of customer issues and assigning their priority

– Managing issues throughout the resolution process

– Continuously reviewing team priorities, as new tickets come in

– Keeping customers and internal teams up-to-date on progress

– Management of the release process; hotfixes and scheduled releases

– Owning and evolving processes that help the team to function and deliver smoothly

Skills and experience required

– Experience in project management, or in a similar role such as management of a tech team or support team (we would also consider candidates that have been working in a delivery or support team that are looking to progress their career)

– Experience working within a service desk environment

– Ability to assign priorities, and to manage stakeholder expectations and communications

– An understanding of the software development lifecycle and agile methodologies

Skills and experience desirable

– A background or interest in development

– Atlassian product knowledge; Jira, Confluence, Service desk

– Experience of working in an Agile development process (e.g. SCRUM)

– An understanding of source control; branching, merging and release cutting

– Experience with SaaS release processes

Application deadline: