Technical Operations & Service Manager (Hiring Immediately) in London

Are you ready to rethink your routine? We’re looking for a Service Delivery Manager to join our focused and highly skilled internal Tech team. Reporting into our Head of Tech Enablement, you will own and coordinate the day-to-day delivery of technology operations across the business. You will act as the critical liaison between business stakeholders, the offshore application management partner, and the internal End User Computing (EUC) team, with the primary goal of ensuring reliable, secure, and customer-focused IT services that uphold business continuity and efficiency.

Please note, this role is based at our Head Office in Chelsea 4-5 days a week.

Your daily to-dos might look like this:

• Own and manage end-to-end IT service delivery, ensuring high levels of availability, performance, and user satisfaction, leading our End User Analysts to deliver first and second-line support to head office, retail, and field users.
• Oversee incident, problem, and change management processes - ensuring timely resolution, root cause analysis, and continuous improvement.
• Maintain and communicate service performance metrics (SLAs, KPIs, and trends) to business and technology leadership.
• Manage major incidents and coordinate cross-team resolution (internal and offshore).
• Collate and manage a service risk log and work with development partners to implement solutions and mitigations.
• Ensure that day-to-day IT operations, systems, networks, and services function efficiently and meet business needs.
• Manage maintenance and patching schedules to ensure that this is carried out to achieve optimum system performance.
• Identify, assess, and manage IT security risks to ensure the protection of company assets and data.
• Collaborate with third-party specialists to perform security assessments, penetration testing, and audits as needed.
• Coordinate responses to security incidents and ensure root cause analysis and mitigation plans are in place.
• Lead a programme of security education and training across the business.
• Act as the primary operational contact for the offshore application management partner.
• Monitor and review partner performance against contractual SLAs and KPIs, driving accountability and service improvement.
• Participate in regular service review meetings and manage escalation paths.
• Work with procurement and the Head of Tech Enablement on renewal planning, performance reviews and commercial negotiations.
• Oversee endpoint management, device lifecycle, and user access processes.
• Drive user experience and service desk improvements: process, tooling, onboarding/offboarding efficiency, and proactive maintenance practices.
• Ensure compliance with security, patching, and backup standards.
• Maintain the IT service management framework (e.g., ITIL-aligned processes).
• Identify opportunities for automation, AI/analytics-based insight, and process efficiency within service operations.
• Develop and maintain service documentation, CMDB accuracy, and knowledge base articles.
• Act as the key contact for business stakeholders on operational technology matters and End User Compute education / upskilling.
• Communicate service performance, risks, and planned improvements in clear, business-friendly language.
• Manage user communications around service changes, outages, and improvements.

These skills will help you go far in this role:

• Proven experience as a Service Delivery Manager or equivalent IT operations role in an ecommerce business, ideally within a multi-channel retail or consumer brand environment.