Product Support Manager - Warehouse Tech

We're looking for a Product Support Manager to join our Warehouse Technology team, based at the NEXT Elmsall Complex in Yorkshire!

The Role:

NEXT operates a high-performing warehouse and distribution network. Our "order by midnight for next-day delivery" promise transformed industry expectations, made possible by robust technical infrastructure, clear system architecture, and teams working together to deliver daily continuous improvements.

We are looking for a Product Support Manager to head our warehouse support function. In this key leadership role, you will lead Team Leads, drive proactive system improvements, foster cross-departmental collaboration, support AI integration, and help steer organisational change across our multi-platform systems.

What You’ll Take On:

• 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. You will foster a collaborative, high-performance environment focused on service delivery and ongoing learning.
• Incident and Operations Management: Partner closely with Warehouse Operations to manage technical incidents effectively. Lead our response during Major Incidents, manage ticket workflows in ServiceNow, communicate clearly with executive stakeholders, and work alongside external technology suppliers to restore service promptly.
• Proactive System Monitoring: Build and oversee site monitoring and telemetry frameworks using tools like Dynatrace to identify potential issues early and keep downtime to a minimum.
• Problem and Change Management: Oversee change management processes across Warehouse Tech, evaluating deployment risks to protect operational continuity. Drive root-cause analysis on recurring issues alongside Development and Infrastructure teams to implement permanent fixes.
• Performance and Strategy: Define, track, and report on operational KPIs, including proactive detection ratios, SLAs, and MTTR. Manage the support project portfolio to ensure on-time delivery of backlog items, aligning strategies with cross-functional technology teams.
• 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:

• Proven Leadership Experience: A strong track record of leading and scaling high-performing technical support teams within fast-paced, complex environments. Experience in retail or warehouse logistics is preferred.
• 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.

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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, but you're also able to make additional voluntary contributions (AVCs) if you wish to save more.
• 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, simple savings and free financial education.
• 25% staff discount on most NEXT products - plus discount on other 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 - this includes things like discounted cinema tickets
• 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

Conditions apply to all benefits. These benefits are discretionary and subject to change.

We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email [email protected] (please include 'Workplace Adjustments' in the subject line), or call us on 0116 284 2486 and leave a voicemail.