Product Support Manager - Warehouse Tech

Location: Pontefract, West Yorkshire, United Kingdom; based at the hirify.global Elmsall Complex in Yorkshire

Salary: From £66,618

Company

hirify.global operates a high-performing retail warehouse and distribution network supported by technical infrastructure, system architecture, and continuous improvement.

What you will do

• Lead the warehouse support function and provide direction, coaching, and mentorship to 1st- and 2nd-line leads, mainframe developers, and .NET developers.
• Manage technical incidents with Warehouse Operations, lead major-incident response, oversee ServiceNow ticket workflows, and communicate with executive stakeholders.
• Build and oversee site monitoring and telemetry frameworks using tools such as Dynatrace to identify issues early and minimize downtime.
• Oversee change management, assess deployment risks, and lead root-cause analysis with Development and Infrastructure teams.
• Define and report operational KPIs including proactive detection ratios, SLAs, and MTTR, while managing the support project portfolio.
• Guide proactive operations and deploy AI and automation tools to improve support workflows and efficiency.

Requirements

• Proven experience leading and scaling high-performing technical support teams in fast-paced, complex environments.
• Experience managing the full talent lifecycle, including recruitment, onboarding, performance management, career development, and retention.
• Experience applying ITIL frameworks through enterprise ITSM tools such as ServiceNow, with APM and monitoring suites such as Dynatrace.
• Confidence using operational metrics including MTTR, SLA compliance, and callout trends to eliminate systemic defects and improve standards.
• Ability to collaborate with software development, infrastructure, warehouse operations, and third-party vendors.
• Ability to lead calmly during major outages and communicate complex technical situations clearly to executive stakeholders.
• Strong understanding of client-server architecture, the software development lifecycle, and change management processes.
• Proven experience managing third-party technology vendors during critical incidents and routine system upgrades.

Nice to have

• Experience in retail or warehouse logistics.

Culture & Benefits

• Full-time, permanent role with on-site work at the hirify.global Elmsall Complex.
• Company performance-based bonus and Sharesave scheme.
• Discounts across hirify.global and partner brands, staff shops, restaurants, and online and in-store purchasing benefits.
• On-site nursery, free parking, digital GP, health and wellbeing services, and financial wellbeing support.
• Apprenticeship opportunities, support networks, and discounted flexible gym memberships through Wellhub.

Hiring process

• Applications must be submitted through the provided application route before 24/11/2026.
• Workplace adjustments are available during the application process; contact the careers team and include “Workplace Adjustments” in the subject line if support is required.