Job title: IT Operations Manager UK & EU
Company: Lush
Job description: Job Title: IT Operations Manager (UK & EU)
Based within: Lush Global Digital LTD
Salary: £50k – £65k
Location: Poole, Dorset – Hybrid
Diversity matters
We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future.
We see you, we celebrate you, we want you!
The role: We’re looking for an experienced and skilled people manager, with a passion and proven history for delivering service excellence within a technical environment. You’ll lead and support our UK & European Digital and Tech Services teams, that provide our customers with all the digital products and advice they need. Your organisation and leadership skills will ensure the efficient and effective delivery of work from the teams, always maintaining a ‘Service First’ approach and adhering to any expectations or SLA’s as defined.
The Team: Both remote and office based, our experienced team supports multiple tech functions across the business. In the UK, we’re currently in the process of combining our Digital Infrastructure and Service teams, to work more collaboratively and promote knowledge sharing, training and efficiencies within the projects and work. We also have a talented pool of experts based locally within our busiest European markets, whom you will support and collaborate with, for alignment.
Joining the team: This is an exciting period of change and opportunity for us. You will be coming into a recently re-structured Tech Services team, while we’re establishing new standards and goals for what 5* Service really means to us and our internal customers. This is a huge opportunity for someone that relishes the challenge of managing change, and can proactively seek and initiate improvement plans.
What we need: Planning at a strategic level will require you to communicate and work with our Digital Leadership teams to get organisational direction, and proactively bridge the gap between the Tech Services teams and other stakeholders, to deliver the vision with impact. Being able to understand and speak in both the technical language, and that of a diverse pool of customers and stakeholders, is the sweet spot we’re striving for.
You’ll have the autonomy and skills to adapt and evolve with the business. Some of your responsibilities will include:
- Oversight of the daily work and goals of the teams, and fulfilling the requirements of our most senior escalation point, for business critical or major incidents
- Work with our Finance Business Partners to stay abreast of all costs and opportunities, and contribute towards the management of our budgets and P&L
- Facilitate and coach the teams through the timely and effective delivery of projects and team objectives
- Proactively build and maintain relationships with Stakeholders and Leadership teams
- Collaborating with our Innovation Teams on new tech releases and concepts
- Create and initiate any change or improvement plans
- Identifying and anticipating risks, and proactively finding solutions in a timely manner
- Represent the Tech Services team and act as a conduit to all other business areas
- Support and facilitate our local Tech teams in Europe. Overseeing a diverse and talented team of individuals, that provide a catered service unique to their market
- Ensure that any best practice or learnings are built into the UK & European teams processes
- Collaborate with, and help align our global Tech Services teams
- Develop, facilitate and work collaboratively with our existing Tech & Service team leads
- Approving team Rota’s, to ensure sufficient resource to support the business expectations in accordance to the SLA
- Creating and maintaining quarterly data reports for our stakeholders, on the UK & EU teams performance and work
- Team performance management – work alongside your People Partner (HR) to conduct 1-1’s, pay reviews, support training & team development, as well as identifying recruitment opportunities
Knowledge and capabilities or skills:
- Experience of running ITIL-based Service Desk and Infrastructure teams, managing technical services and processes, at leadership level
- Sound knowledge of general IT services, platforms or technology
- Motivated by driving and managing change
- Proactive and resourceful
- A creative problem solver with initiative
- Can manage ambiguity comfortably
- Demonstrates excellent communication skills to customers and stakeholders at all levels
- Proven history of developing resilient and successful teams
- Has a natural passion and talent for people, service and creating a strong team culture
- Experienced and comfortable in delivering feedback, coaching and other team management tasks
- A history of working within a Tech environment
- Has the ability to effectively manage remote teams
- Experience of initialising and implementing improvement plans would be a bonus
What’s it like working for Lush
People are at the heart of our business. We want you to enjoy and challenge yourself, build a career, and teach us what we don’t know. So we’ve created a culture where your job description is a starting point, not an end goal. Our working style is flexible, fluid, supportive, and authentic – if you’ve got the drive to push yourself and try different things, you will have our support.
Employee perks:
- 50% discount on Lush products and spa treatments
- Discretionary and profit-based bonus
- Pension scheme
- Day off for weekday birthdays
- Holiday purchase scheme
- Cycle to work scheme
- Discounted rail and bus season tickets
- Employee assistance programme
- 6 months’ full pay for parental leave (primary caregiver)
- Financial childcare support on return to work
- Flexible working
- Support groups, film nights, yoga and meditation sessions and more…
Expected salary: £50000 – 65000 per year
Location: Poole, Dorset
Job date: Fri, 07 Jul 2023 22:32:43 GMT
Apply for the job now!