Service Delivery Manager

Service Delivery Manager

Reporting to: CTO

About 15gifts

At 15gifts, we’re obsessed with the psychology of choice. We study the key principles that drive people to make confident choices on the high street, and we pour this insight into our intelligent decision engine technology to replicate the experience online.

We work with some of the world’s leading brands, powering thousands of confident customer decisions every day. Our partners include Verizon, O2, Sky, Virgin Media, EE and BT.

We also love data; with every interaction, we learn more about our customers - gathering insights and generating increasingly accurate recommendations.

We’re a fast-growing company and we’re excited about the opportunities that lie ahead. We’re a team that’s made of driven and ambitious people, and we’re looking for someone to become part of our success story.


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


Why choose us

Our Culture

Our success is underpinned by our cultural values. These values are not something we stick up on a wall – they don’t need to be. They are behaviours that we recognise and celebrate in each other. They are what we live by every day.


Our Cultural Values

  • Celebrate brilliance

  • Take ownership

  • Share Insights

  • Look for a better way

  • Support each other

Our values are driven through Culture Club – a staff team that rotates every quarter. Advocates for our culture as we grow, Culture Club activates ideas, makes improvements and helps everyone to connect.


Our Office

We can confidently say that our sea-view office is one of Brighton’s best. However, we're currently all working from home and we'll be taking a cautious approach to returning to our much loved office.

We're used to having flexible workspaces, which mean you’re not tied to a desk, unless you want to be. You could work in a sociable spot on floor 4, or set yourself up with a screen on floor 3. This is everyone’s space and it’s available after work – our staff host everything from gaming and craft nights to adventure film screenings. However, we will of course be following strict social distancing and health & safety guidelines for as long as is advised.


Benefits include

  • Employee Assistance Programme (confidential counselling)

  • Medicash healthcare scheme (reclaim costs for dental, physiotherapy, osteopathy and optical care)

  • easitBrighton travel scheme (discounted public transport options)

  • Cycle to work scheme

  • Life Insurance scheme 

  • 33 days holiday (including bank holidays)


Other extras in the office

  • On site changing rooms, showers and internal bike storage

  • Breakfast, fresh fruit, snacks, beers, locally-roasted coffee

  • Food for thought: lunch and talks every Friday

  • Yoga and other fitness activities

  • Regular social events, including Friday drinks and book club

  • Visits from friendly office dogs

Similar searches: Brighton and Hove, Customer Service, Project Management