END.

Operations

• Lead, coach and develop the Service Operations team, setting objectives and managing performance, rotas and workload
• Own the day-to-day running of the service desk, ensuring incidents and requests are logged, triaged, prioritised and resolved within agreed SLAs
• Define, monitor and report on SLAs, KPIs and service performance
• Embed ITIL-aligned processes across incident, request, problem, change and knowledge management
• Own the Mac and Windows end-user device lifecycle from procurement through secure disposal
• Maintain an accurate, auditable hardware and software asset register
• Manage software licences across Microsoft 365 and other SaaS platforms
• Oversee endpoint management and configuration, patching, compliance and security
• Partner with retail, warehouse, customer service and head office teams
• Manage service escalations with Infrastructure, Security, Applications teams and suppliers
• Manage and participate in the IT on-call rota for out-of-hours incidents
• Run joiner, mover and leaver processes with HR and the identity team
• Support store openings, office moves, refits and peak trading periods
• Build and maintain knowledge base and self-service content
• Identify continual improvement opportunities and manage them through the change process
• Champion a customer-focused, security-aware culture

Explore Service Operations Lead at END.. Review requirements and application details.

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Service Operations Lead