Digital Support Manager

This job is with JCDecaux, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At JCDecaux UK, the Digital Support Manager plays a critical role in delivering a high-performing, customer-focused support service for a digital estate of over 9,000 network-connected assets. This role ensures business continuity, optimises system uptime, and supports digital infrastructure that underpins 75% of the company's revenue. Sitting within the Digital Operations (DIGIOPS) function, the role collaborates with multiple business units to ensure reliable digital asset performance.

The role reports directly to the Head of Technical Product Management and provides additional support to the Operations and Projects Departments during and post deployment of assets to the field.

JCDecaux UK is an exciting and ever evolving company where improvements to processes, systems and working practices are continually strives for, and the role is essential to both the department and wider company's success.

What you'll be doing…

Key Responsibilities

Service Performance and Incident Management

• Ensure all incidents and service requests are resolved within agreed SLA thresholds, with an emphasis on preventing SLA breaches.
• Lead the response to major incidents and critical failures, ensuring swift resolution, clear communication, and post-incident reviews.
• Implement proactive monitoring strategies and analytics to identify trends, potential issues, and root causes-enabling preventative actions.

Engagement and Communication

• Function as the primary point of contact for business partners, delivering timely and professional updates on service performance, incidents, and operational improvements.
• Build and maintain strong cross-functional relationships to ensure technical support is aligned with business priorities and customer expectations.
• Present concise performance updates, SLA metrics, and incident trends to senior leadership and relevant departments.
• Champion a culture of clarity, accountability, and continuous improvement across the support function.

Team Leadership and Operational Management

• Lead, develop, and motivate the digital monitoring team, conducting regular performance reviews and personal development plans.
• Lead day-to-day team operations within a fast-paced, high-expectation digital advertising environment.
• Ensure timely delivery of projects in alignment with budget and scope.
• Identify training needs and coordinate workshops that elevate team skills and operational knowledge.

Reporting, Analytics, and Service Improvement

• Deliver insightful performance reporting including metrics such as uptime, Mean Time Between Failures (MTBF), and Mean Time To Failure (MTTF).
• Review trend data to identify persistent issues and service improvement opportunities.
• Produce and present regular dashboards and performance summaries for business partners.
• Ensure all maintenance, updates, and investigations are accurately documented and reflected in internal systems.

A little bit about you…

Capabilities

Skills & Experience

• Proven experience in a digital or technical operations leadership role within a complex, customer-facing environment.
• Demonstrated success in handling SLAs, responding to incidents, and driving service improvement.
• Strong communication, partner engagement, and cross-functional collaboration skills.
• Understanding of operational performance metrics and reporting practices.
• Background in leading both proactive and reactive support models within digital media or technology industries.
• Knowledge of Digital Out-of-Home (DOOH) systems and infrastructure is an advantage.

A little bit more about us…
 

• We believe in building a diverse and inclusive culture and positive employee experience. 
• We are One Team, more than just ourselves.
• We are customer first, we understand, and help solve our customers' problems.
• We Test & Learn, we are empowered to learn and grow, unafraid of change.
• We choose to care, we are committed to doing the right thing, the right way.

It's really important to us that we give as much to our colleagues as they give to us.

Our latest Belonging Survey showed that our colleagues feel valued and listened to as we continue to build an environment where everyone can thrive, grow, belong and be their authentic selves.

We believe that diversity of thought, experience and background provides the platform for great creativity,

We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

Many of our Colleagues work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We can't promise to give you exactly what you want, but we do promise not to judge you for asking.

About our recruitment process….

1. You find or get sent this job advert, read it, and feel like you're you'd be a great addition to the JCD family.

2. You send in your application to let us know you're interested.

3. We see your application, get excited, and give you a call.

4. You'll meet us twice, depending on the role prepare a presentation and we'll get to know each other.

5. You'll begin your journey with us, were excited to support and develop you throughout you career.