Product Support Manager - Warehouse Tech

NEXT is seeking a Product Support Manager to join its Warehouse Technology team at the NEXT Elmsall Complex in Yorkshire. The successful candidate will lead the warehouse support function, driving proactive system improvements, fostering cross-departmental collaboration, supporting AI integration, and steering organisational change across multi-platform systems.

The Role: The Product Support Manager will head the warehouse support function, providing direction, coaching, and mentorship across a diverse technical support organisation. Key responsibilities include:

• Leadership and Culture: Provide direction, coaching, and mentorship across a diverse technical support organisation, including 1st and 2nd line leads, Mainframe developers, and .NET developers.
• Incident and Operations Management: Partner closely with Warehouse Operations to manage technical incidents effectively, leading responses during Major Incidents, managing ticket workflows in ServiceNow, and communicating clearly with executive stakeholders.
• Proactive System Monitoring: Build and oversee site monitoring and telemetry frameworks using tools like Dynatrace to identify potential issues early and minimise downtime.
• Problem and Change Management: Oversee change management processes across Warehouse Tech, evaluating deployment risks to protect operational continuity, and driving root-cause analysis on recurring issues alongside Development and Infrastructure teams.
• Performance and Strategy: Define, track, and report on operational KPIs, including proactive detection ratios, SLAs, and MTTR, and manage the support project portfolio to ensure on-time delivery of backlog items.
• Innovation and Transformation: Guide the team toward proactive operations, identifying and deploying AI and automation tools to streamline workflows and increase efficiency.

What You'll Bring: The successful candidate will have:

• Proven Leadership Experience: A strong track record of leading and scaling high-performing technical support teams within fast-paced, complex environments.
• Talent Development: Practical experience managing the complete talent lifecycle, from recruitment and onboarding to ongoing performance management, career development, and retention.
• Technical Frameworks and Monitoring: Experience applying ITIL frameworks through enterprise ITSM tools such as ServiceNow, alongside APM and monitoring suites like Dynatrace.
• Data-Driven Approach: Confidence using operational metrics, including MTTR, SLA compliance, and callout trends, to eliminate systemic defects and raise operational standards.
• Stakeholder and Vendor Collaboration: Demonstrated ability to build productive working relationships across software development, infrastructure, warehouse operations, and third-party vendors.
• Decisive Crisis Communication: Calm leadership during major outages, with the ability to translate complex technical situations into clear, structured communication for executive stakeholders.
• Technical Architecture and Innovation: A strong understanding of client-server architecture, the software development lifecycle, and Change Management processes, combined with an interest in applying AI and automation to practical operational workflows.
• Third Party Vendor Experience: Proven track record of managing third-party technology vendors during critical incidents and routine system upgrades.

Benefits:

• 25 days holiday plus bank holidays
• Profit-related bonus - based on company performance
• Management share options
• Company car or car allowance
• Private medical insurance
• Sharesave scheme - make savings from your net pay to buy NEXT shares at a discount
• Pension - fixed contribution rates from both an employer and employee perspective
• Life assurance
• Group income protection
• Wagestream - helping you make the most out of your money
• Salary finance - offers access to affordable loans repaid through salary
• 25% staff discount on most NEXT products
• Direct to work - NEXT orders delivered free to the office for collection
• VIP sale - early access to the NEXT sale
• Access to NEXT staff shops
• Octopus energy - like cycle-to-work, but for electric vehicles
• Free parking (excluding London locations)
• Travel2NEXT - bus services dependent on location
• On site dining facilities (excluding London locations)
• National and local discounts on goods and services
• Wellhub - includes access to discounted gym membership
• Simply health - a healthcare subscription service
• Aviva Digicare Workplace+ healthcare service - 7 Free services including Digital GP appointments and an annual health check.
• Onsite GP - Leicester Head Office
• Onsite Physio - Leicester Head Office
• A range of dedicated 3rd party wellbeing partners
• Free eye testing - voucher to use at specific locations