IT Operations Manager

IT Operations Manager - Service Support Desk
Kingston-Upon-Thames (4 days in office, 1 day from home)
Full time - 37.5 hours

Crew Clothing Company was founded in Salcombe in 1993.

Today Crewis a great British brand, and our success lies in our authentic passion forproducing great looking, well-made clothes.

We now have more than 130 storesand a thriving website, and the business continues to grow.

Our people are at the heart of our company.

With a passion forexceptional service, and a love for our product, our team is dedicated tooffering the best customer experience – nothing is too much trouble.

Purpose of the role

Reporting to the IT Director, this role is responsible for theday-to-day delivery and performance of IT services across the business, with aparticular focus on Service Desk operations, incident management, and suppliercoordination.

The IT Operations Manager will bring structure, control andvisibility to service operations - improving workflow, embedding best practice, and ensuring consistent service outcomes across retail and head officeenvironments.

• Team & Service Desk Management
• Manage theworkflow and workload of the Service Desk team to ensure effectiveprioritisation and delivery.
• Implement andembed service management best practices across day-to-day operations.
• Coordinateservice-related changes with the IT Director, including governancethrough Manage Engine.
• Incident Management
• Own and runthe Incident Management process, ensuring timely resolution and clearcommunication.
• Manageescalations, acting as the central point of control for high-impact orbusiness-critical issues.
• Supplier Management
• Work closelywith key suppliers (including PMC and Vizst) to ensure delivery against agreedoutcomes.
• Act as thecoordination point between internal teams and third-party providers.
• Service Onboarding
• Define andagree processes for onboarding new services into support.
• Ensureservices are operationally ready, with clear ownership, documentation, andsupport models in place.
• MSP Transition
• Support theonboarding of a Managed Service Provider, including preparation of services, processes and documentation.
• Coordinateactivities required for a smooth transition of support responsibilities.
• Reporting & Communication
• Produce andcommunicate weekly Service Desk performance metrics.
• Provide clearbusiness updates, including triage communications and service statusvisibility.
• Retail Support
• Manage ITsupport activities for new store openings, closures, and changes.
• Ensureconsistent service delivery across the retail estate.
• Asset Management
• Establish andembed asset management practices ahead of MSP transition.
• Ensurevisibility and control of IT assets across the organisation.
• Business Relationship Management
• Engage withbusiness stakeholders to understand demand and priorities.
• Perform impactanalysis to support decision-making and prioritisation of work.

Key Skills & Experience

• Strong experience in IT Service Delivery or Service Operations roles.
• Proven ability to manage Service Desk teamsand operational workflows.
• Hands-on experience of Incident Management andescalation handling.
• Experience working with third-party suppliersand service providers.
• Ability to define, implement and embed servicemanagement processes.
• Strong stakeholder management andcommunication skills.
• Experience producing service performancereporting and insights.
• Practical experience with ITSM tools (e. g. Manage Engine, Service Now, Jira).
• Experience supporting retail or multi-siteenvironments is advantageous.
• Experience preparing for or working withoutsourced / MSP models is beneficial.

Compensation: Competitive salary