Technical Operations & Service Manager

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)