Tech at THG Ingenuity

Technology is the driving force behind THG Ingenuity, and it starts with our people. We are ambitious with our goals and challenge conventional thinking. THG Technology is different because we support every single person to make massive impact and drive their own work. Our people are always learning, and we work every day to ensure our technology, from our software platforms, to our hosting services, to our M.L capability and beyond, is world class. This enables us to keep powering THG and our partners on a global scale. 

What will I be doing? 

The Global Service Management team is all about driving Quality. Our Service Managers build long-term strategic relationships with their aligned Customers – be they internal or external - to ensure their needs are understood and that our services deliver successful outcomes. They also own and operate a robust Service Management framework within which the wider Tech teams operate. 

Your role will be varied, and will include:- 

• Customer Relationship Management – Customer Satisfaction, Service Evangelism, Service Level Management, Service Reporting (with both a service quality and a P&L lens), Change Request Management, Managing renewals, etc. 
• Continual Service Improvement and Problem Management – identifying and owning customer-aligned Service Improvement Plans and delivering Problem Management governance. 
• Service Governance & Control – developing and operating the processes which we rely on to provide successful outcomes to our Customers. These include Incident, Problem and Change Management, Service Design & Transition and Reporting. 
• Service Management Tooling – developing and operating the toolsets which supports both our Customer Interactions and the successful execution of our internal processes. 

What skills and experience would I need? 

• Experience working in a customer-facing Service Delivery environment with exposure to best practice frameworks such as ITIL. 
• Excellent stakeholder management and presentation skills.
• The ability to analyse and present data to define and measure Service Improvement opportunities, and to report on Service Performance.
• The ability to remain calm and communicate effectively under pressure.
• Experience in developing and delivering successful managed service products and services 

 

What’s in it for me?

Career Development

• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.