JOB SUMMARY
The positionofUK-Ireland – IT Service Manager, isnewly established. The role will be based in ourUKOfficeand will be part of ourUKR&Ddepartment,which supportsthe store growth across thecountry.Additionally, the role willclosely collaboratewithourlocal Facility Team, Retail Ops and multiple key stakeholder in the Region. The goal is tobuild and scale JOEin the UK& Ireland.The role will be reportingtoour Director IT Operation in Copenhagen.
The overallresponsibilitywill berunning IT-related projectsand support in theregion and support other clusters when needed. The objective is to enforce global standards, and the project lead will handle local adaptationin collaboration with our 3 rd party vendors.
The position is full-time at45 Dean Street, London.Travel can be expected as needed to facilitatetheexecution of projects in the localstatesbut is not expected to exceed30to 60days a year.
KEY RESPONSIBILITIES
Project Management
Lead regional IT projects end-to-end, including network rollouts, store expansion, ISP migration, identity management, and IT security initiatives. Plan and allocate resources to deliver projects on time and within budget, and organise hypercaresessions to ensure a smooth transition into business-as-usual operations.
Stakeholder Management
Act as the primary liaison between the IT function, senior management, regional business stakeholders, external partners, and Global HQ. Build strong working relationships to resolve operational IT issues quickly and keep stakeholders aligned on priorities, progress, and risks. (This is central to the role and underpins everything else you do day-to-day.)
Service Delivery Management
Own service delivery for UK & Ireland operations, producing monthly performance reports and clearly outlining Continuous Service Improvement (CSI) outcomes and next steps.
Continuous Service Improvement
Identify, lead, and document regional and global CSI initiatives across IT service delivery, driving measurable improvements in quality, efficiency, and user experience.
Problem Management
Manage and elevate complex incidents and problems to suppliers and internal development teams, working closely with product owners to drive issues through to resolution.
Vendor Management
Manage relationships and performance of local and global IT vendors, ensuring services delivered meet business requirements, SLAs, and commercial expectations.
IT Support
Partner with our third-party vendor to provide ongoing IT support for retail locations and office environments, covering incident management and service request fulfilment. Ensure the vendor is delivering against SLA & KPI and build weekly reporting for MD.
IT Onsite Office Support
Provide approximately one-hour per day of on-site IT support, and manage end-to-end IT onboarding and offboarding for employees.
KEY QUALIFICATIONS
Experience
Proven track record in IT Service Delivery Management within a fast‑growing retail and/or food & beverage environment.
Technical Knowledge
Strong understanding of network infrastructure, hardware, Microsoft Licensing, AzureAD, MDM system(s) such ad Intune or Hexnode/SOTI and secure configuration practices, with working knowledge of ITIL or comparable service management frameworks. Hands‑on IT support background covering office equipment, network, and POS environments in retail. Practical experience with ITSM tooling such as Jira (or equivalent). A solid technical foundation that enables you to identify and drive IT Continuous Service Improvement opportunities.
Communication
Excellent written and verbal communication skills, with the ability to engage credibly with stakeholders at all levels, from store teams to senior leadership. Strong presentation and reporting skills, with the confidence to deliver to varied audiences on a regular basis (weekly/monthly).
Problem‑Solving
Strong analytical and problem‑solving abilities, with a pragmatic approach to navigating challenges and delivering successful project outcomes. A disciplined approach to documentation, ensuring solutions, decisions, and lessons learned are captured for future reference.
THE BENEFITS
We offer a benefits package that includes a paid pension plan, health insurance, parental leave, and additional vacation. Besidesthat,we provide some Joe‑ified benefits:
- OurUKheadquartersis located withexcellentaccessibility in the heart ofSoHoand accommodates+50employees.
- Our office features an ambient atmosphere with carefully curated music.
- In Joe we have a flat hierarchy where all opinions are valued, allowing plenty of room for input and improvement ideas.
- Our monthly social calendar is packed with great activities such as running club, wine tasting, creative evenings and Friday bars.
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