IT Service Manager in City of Westminster

JOE & THE JUICE is a people-centric food and beverage company built around culture, not just juice, sandwiches, coffee, and much more. When joining us, you step into a high-energy community where the music is loud, the bar is your stage, and your personality matters as much as your skills. We believe in four simple virtues that shape everything we do: Inclusion and Growth.

For us, this means that when you choose a cup-half-full mindset, welcome people from every background, build real friendships across the bar by creating great guest experiences, and use every shift as a chance to learn something new — you become more than just a Juicer; like us, you continue to search and find purpose and meaning in what you do. From your first day, you’ll be part of an international network of Juicers who support each other, celebrate wins together, and push each other to grow. You will learn by doing, move through a clear Moneyball career path, and be part of a company where most leaders have earned their stripes behind the bar (fun fact: over 75% of our employees started as Juicers!).

If you love fast-paced service, music, people, and the idea of turning a job into a lifestyle, JOE can become a place to build skills, friendships, and a career that can take you across cities, countries, and roles.

JOB SUMMARY

The position of UK-Ireland - IT Service Manager is newly established. The role will be based in our UK Office and will be part of our UK R&D department, which supports the store growth across the country. Additionally, the role will closely collaborate with our local Facility Team, Retail Ops and multiple key stakeholders in the Region. The goal is to build and scale JOE in the UK & Ireland. The role will be reporting to our Director IT Operation in Copenhagen. The overall responsibility will be running IT-related projects and support in the region and support other clusters when needed. The objective is to enforce global standards, and the project lead will handle local adaptation in collaboration with our 3rd party vendors. The position is full-time at 45 Dean Street, London. Travel can be expected as needed to facilitate the execution of projects in the local states but is not expected to exceed 30 to 60 days a year.

KEY RESPONSIBILITIES

• Project Management — Lead regional IT projects end-to-end, including network rollouts, store expansion, ISP migration, identity management, and IT security initiatives. Plan and allocate resources to deliver projects on time and within budget, and organise hypercare sessions to ensure a smooth transition into business-as-usual operations.
• Stakeholder Management — Act as the primary liaison between the IT function, senior management, regional business stakeholders, external partners, and Global HQ. Build strong working relationships to resolve operational IT issues quickly and keep stakeholders aligned on priorities, progress, and risks.
• Service Delivery Management — Own service delivery for UK & Ireland operations, producing monthly performance reports and clearly outlining Continuous Service Improvement (CSI) outcomes and next steps.
• Continuous Service Improvement — Identify, lead, and document regional and global CSI initiatives across IT service delivery, driving measurable improvements in quality, efficiency, and user experience.
• Problem Management — Manage and elevate complex incidents and problems to suppliers and internal development teams, working closely with product owners to drive issues through to resolution.
• Vendor Management — Manage relationships and performance of local and global IT vendors, ensuring services delivered meet business requirements, SLAs, and commercial expectations.
• IT Support — Partner with our third-party vendor to provide ongoing IT support for retail locations and office environments, covering incident management and service request fulfilment. Ensure the vendor is delivering against SLA & KPI and build weekly reporting for MD.
• IT Onsite Office Support — Provide approximately one hour per day of on-site IT support, and manage end-to-end IT onboarding and offboarding for employees.

KEY QUALIFICATIONS

• Experience — Proven track record in IT Service Delivery Management within a fast-growing retail and/or food & beverage environment.
• Technical Knowledge — Strong understanding of network infrastructure, hardware, Microsoft Licensing, Azure AD, MDM system(s) such as Intune or Hexnode/SOTI and secure configuration practices, with working knowledge of ITIL or comparable service management frameworks.
• Communication — Excellent written and verbal communication skills, with the ability to engage credibly with stakeholders at all levels, from store teams to senior leadership.
• Problem-Solving — Strong analytical and problem-solving abilities, with a pragmatic approach to navigating challenges and delivering successful project outcomes.

THE BENEFITS

We offer a benefits package that includes a paid pension plan, health insurance, parental leave, and additional vacation. Besides that, we provide some Joe-ified benefits: Our UK headquarters is located with excellent accessibility in the heart of SoHo and accommodates +50 employees. Our office features an ambient atmosphere with carefully curated music. In Joe we have a flat hierarchy where all opinions are valued, allowing plenty of room for input and improvement ideas. Our monthly social calendar is packed with great activities such as running club, wine tasting, creative evenings and Friday bars.

THE PROCESS

We are looking for a candidate to start as soon as possible. We will only consider applications through Easy Apply and will conduct interviews ongoingly. If you have any questions, please direct them to Antonio Roberto Cappiello at antonio.cappiello@joejuice.com. We cannot guarantee a response to personal requests or messages.

ABOUT JOE & THE JUICE

JOE & THE JUICE is a healthy fast-casual concept founded in Copenhagen in 2002; since then, we have grown to more than 500 locations across 20 countries and now employ more than 4,500 people worldwide. From day one, our ambition has been to prove that there should be no trade-off between taste and health. We serve high-quality, freshly prepared juices, shakes, coffee, and sandwiches in relaxed, contemporary concept cafés that combine convenience with distinct urban atmospheres.