Role Overview

Own and manage end-to-end IT service delivery, ensuring high levels of availability, performance, and user satisfaction.
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.
Work in partnership with Platform and Software Engineering and or third party partners to ensure that day-to-day IT operations, systems, networks, and services function efficiently and meet business needs.
Set, measure and monitor performance KPIs.
Ensure that monitoring, maintenance and patching schedules are in place via our partners to ensure optimum system performance.
Develop and maintain IT operational processes, policies, and procedures to ensure high availability and 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 performance of all partners against contractual SLAs and KPIs, driving accountability and service improvement.
Participate in regular service review meetings and manage escalation paths.
Renewal planning and performance reviews.
Manage contract renewals, proactively and in time to allow for commercial negotiations.
Lead and coach a small team of support analysts delivering first
and second-line support to head office, retail, and field users.
Oversee endpoint management, device lifecycle, and user access processes.
Drive user experience improvements, onboarding/offboarding efficiency, and proactive maintenance practices.
Ensure compliance with security, patching, and backup standards.
Manage and improve the service desk process and tooling.
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.
Act as a contact point for End User Compute education and up-skilling
Communicate service performance, risks, and planned improvements in clear, business-friendly language.
Manage user communications around service changes, outages, and improvements.

Requirements

Proven experience in IT service and operations in an eCommerce and physical retail context
Strong understanding of ITIL or similar service management frameworks
Experience managing offshore or third-party support providers
Hands-on experience in end-user support environments (ideally Google Workplace, Windows 10/11)
Excellent communication, stakeholder management, and vendor relationship skills
Strong analytical and reporting skills for service metrics and performance trends
Exposure to automation, AI, or digital service improvement tools
ITIL v4 certification or similar is a bonus
Customer-focused and pragmatic problem solver
Calm under pressure, able to manage competing priorities
Collaborative, with a continuous improvement mindset
Empathetic leader who develops and supports their team
Able to translate technical issues into business language

Tech Stack

ITSM

Benefits

Hybrid and flexible working, with core working hours however you will be the primary out of hours contact for any priority 1 service issues
25 days holiday (we're also partial to a handful of spontaneous and well-earned Wellbeing Days throughout the year, as well as Early Finish Fridays and Summer Fridays)
Welcome to Trinny London Starter Stack and swag
Your Beauty Wallet: You'll receive a £500 annual product allowance to explore and enjoy our full range of Trinny London products
Company discount for yourself, your friends, and family
Vitality health scheme, EAP and Medicash (including dental, optical & audiological care)
An annual personal training and development budget
Enhanced family friendly packages to support birthing & non-birthing parents
Pension scheme
Workplace nursery scheme
Cycle to work scheme
T-Parties = many office socials as well as summer and festive celebrations!
Rewards and Recognition Scheme (awarding length of service with gifts, vouchers and additional annual leave)

Trinny London

Open Positions (1)

Operations

Technical Operations & Service Manager