IT Service Manager New London

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 JOI 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. Hands-on IT support background covering office equipment, network, and POS environments in retail. Practical experience with ITSM tooling such as Jira (or equivalent). A solid technical foundation that enables you to identify and drive IT Continuous Service Improvement opportunities.
• Communication: Excellent written and verbal communication skills, with the ability to engage credibly with stakeholders at all levels, from store teams to senior leadership. Strong presentation and reporting skills, with the confidence to deliver to varied audiences on a regular basis (weekly/monthly).
• Problem-Solving: Strong analytical and problem-solving abilities, with a pragmatic approach to navigating challenges and delivering successful project outcomes. A disciplined approach to documentation, ensuring solutions, decisions, and lessons learned are captured for future reference.

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.