At a Glance
- Tasks: Lead a dynamic team to enhance IT support and improve service delivery.
- Company: Join Holland & Barrett, a leader in health and wellness retail.
- Benefits: Enjoy 33 days holiday, private medical insurance, and a generous colleague discount.
- Other info: Hybrid working with excellent career growth opportunities in a supportive environment.
- Why this job: Make a real impact on technology services that support wellness for everyone.
- Qualifications: Experience in IT support leadership and a passion for continuous improvement.
The predicted salary is between 40000 - 50000 £ per year.
At Holland & Barrett, we're on a mission to make health and wellness a way of life for everyone. As our Service Operations Team Lead, you'll play a vital role in keeping our technology services running smoothly across stores, warehouses, digital platforms and support teams. This is a hands‑on leadership role where you'll combine technical expertise, people leadership and service improvement to help deliver reliable, high-quality IT support across the business. You'll lead a talented team, drive operational excellence and help create a proactive, customer-focused support experience for every colleague who relies on our technology.
Location & working arrangement: Nuneaton, United Kingdom | Full‑time. We offer hybrid working, with an expectation that you'll be present at our Nuneaton office for a minimum of 2 days per week.
What you'll be doing:
- Leading and developing the Service Operations team, creating a culture of collaboration, accountability and continuous improvement.
- Managing day‑to‑day service desk operations, including workload allocation, queue management and service performance.
- Acting as a senior escalation point for complex technical issues and major incidents.
- Driving high standards across ticket quality, customer communication and SLA performance.
- Delivering coaching, mentoring and training to support colleague growth and technical capability.
- Owning knowledge management processes, ensuring documentation and support guides stay accurate and accessible.
- Using service metrics and insights to identify trends, improve user experience and strengthen service reliability.
- Working closely with internal teams, suppliers and partners to deliver a seamless support experience across multiple locations.
What you'll bring:
- Experience leading a technical service desk or IT support function.
- Strong understanding of IT service management and ITIL principles.
- Confidence managing incidents, escalations and service delivery in fast‑paced environments.
- A collaborative leadership style with experience coaching and developing teams.
- Strong communication and stakeholder management skills.
- A proactive mindset with a focus on continuous improvement and customer experience.
- Experience working with Microsoft technologies, ticketing systems and support tools.
- The ability to balance hands‑on technical support with operational leadership.
Benefits:
- 33 days holiday, including bank holidays.
- Holiday purchase scheme.
- Private medical insurance – single cover.
- 24/7 Virtual GP access.
- Annual free at‑home health testing kit (after 6 months' service).
- Access to our Employee Assistance Programme and Mental Health First Aiders.
- Workplace pension with 5% employer contribution.
- Life assurance (2x salary, after 6 months' service).
- Annual bonus (subject to company and individual performance) up to 10%.
- £50 colleague product allowance on Holland & Barrett products (after 6 months' service).
- 25% colleague discount, available in store and online, with free delivery on online orders.
- Free Wellhub membership, with discounted access to gyms, studios and wellbeing apps.
- Cycle to Work scheme.
- Access to cashback and discounts from a wide range of retailers.
About Holland & Barrett: Holland & Barrett is one of Europe's leading health and wellness retailers and the largest in the UK. For more than 150 years, we've been trusted by our customers to help them live healthier, happier lives. We're here to make wellness simple, accessible and personal — combining expert advice, high‑quality products and a passion for helping every body feel their best.
Inclusion & accessibility statement: At Holland & Barrett, we value diversity and are committed to creating an inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from people of all backgrounds, experiences and perspectives. If you need any adjustments or support during the recruitment process, please let us know and we'll be happy to help.
Service Operations Lead - Elevate IT Support & Team in Nuneaton employer: 慨正橡扯
Holland & Barrett is an exceptional employer, offering a vibrant work culture that prioritises health and wellness while fostering collaboration and continuous improvement. As a Service Operations Team Lead in Nuneaton, you'll benefit from a supportive environment with ample opportunities for professional growth, competitive benefits including private medical insurance and a generous holiday allowance, and the chance to make a meaningful impact on the technology services that support our mission of promoting healthier lives.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Lead - Elevate IT Support & Team in Nuneaton
✨Tip Number 1
Get to know the company inside out! Research Holland & Barrett's mission, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to IT support and leadership. Think about your past experiences and how they align with the role. We want you to shine and show off your skills!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Operations Lead - Elevate IT Support & Team in Nuneaton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Service Operations Lead role. Highlight your leadership experience, technical expertise, and any relevant IT service management knowledge to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about health and wellness and how you can contribute to our mission. Share specific examples of how you've led teams or improved service delivery in previous roles.
Showcase Your Technical Skills:Since this role involves managing complex technical issues, be sure to mention your familiarity with Microsoft technologies and ticketing systems. We want to see how you’ve tackled challenges in fast-paced environments!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at 慨正橡扯
✨Know Your ITIL Principles
Make sure you brush up on your ITIL principles before the interview. Understanding how IT service management works will show that you're not just a leader but also someone who can drive operational excellence in a fast-paced environment.
✨Showcase Your Leadership Style
Be ready to discuss your collaborative leadership style and how you've successfully coached and developed teams in the past. Share specific examples of how you've created a culture of accountability and continuous improvement.
✨Prepare for Technical Scenarios
Expect to face questions about managing incidents and escalations. Prepare some real-life scenarios where you handled complex technical issues or major incidents, highlighting your problem-solving skills and customer-focused approach.
✨Familiarise Yourself with Their Tools
Since the role involves working with Microsoft technologies and ticketing systems, it’s a good idea to familiarise yourself with these tools. Mention any relevant experience you have and how you can leverage these tools to improve service delivery.
