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Service Management Specialist - Onboarding

Deliveroo UK

Location: Greater London

Job Type: Full time


JML Service Management Coordinator

About the Role:

The Deliveroo Enterprise Technology team conceives, designs, builds and sustains the IT services powering Deliveroo’s internal teams globally, as we transform the way customers eat. We continually drive service improvements and love to automate everything we can on our journey towards excellence.

As a JML Coordinator at Deliveroo you will be responsible, getting our colleagues onboarded smoothly so they can do what they do best - build the definitive food company. Our relentless drive to improve means this role will not just be managing ‘as is’ and will evolve as you improve the onboarding and offboarding processes. You will report directly to the Onboarding Lead.

What You'll Be Doing:

  • Be involved in Enterprise Technology onboarding activities, contributing to making the ET side of onboarding a pleasure for new joiners and stakeholders.
  • Processing new joiner requests and ensuring devices are ordered in a timely manner both personally and with the support of your team.
  • Identifying and supporting remediation of process gaps and pain points resulting in poor customer experience.
  • Working with onboarding data and creating insights that drive improvement.
  • Where failures occur, working with colleagues and stakeholders to identify the root cause of the failure and create & execute plans to remove the possibility of future failures.
  • Collaboration with device suppliers and asset management to ensure appropriate stock levels are maintained at all times.
  • Making individual onboarding status highly visible to hiring managers and stakeholders. Learn from stakeholders how to continually improve their experience.
  • Developing methods to obtain feedback about the onboarding process after a period of time has passed to take customer feedback and develop improvement activities based on the feedback.
  • Contribute to improving the end-to-end offboarding process.
  • Developing and reporting against agreed Service Levels
  • Contribute to updates in the ET monthly report on behalf of the function.
  • Contribute high quality accurate forecasts for device demand, and dashboards to track actual device drawdown vs forecast, actual spend vs forecast etc
  • Collaborating closely with wider tech and business onboarding colleagues to further develop the onboarding experience for colleagues globally
  • Partnering with asset management and finance to ensure device availability and funding.


  • Excellent data skills, including Spreadsheets and Google Data Studio
  • Experience of identifying automation opportunities and creating repeatable processes to reduce manual toil.
  • Financially aware with experience working with finance teams to forecast spend.
  • Experience raising and managing purchase orders
  • Highly organised
  • Articulate and confident communicator at all levels
  • Detail oriented, able to spot errors in data quickly.
  • Passionate about customer service and experience, relentless in removing friction for users.
  • IT Service Management or technical project management knowledge/skills

We’re also interested in…

  • Hands-on, “roll up your sleeves” mindset, with a strong personality and ability to be a driver and change agent in an organisation
  • Lean/systems thinking approach to problem solving
  • Role Based Access Control/IAM knowledge
  • Exposure to any of the following technologies
    • ServiceNow / Workday / Looker / Greenhouse
    • Enterprise End User Computing including Jamf/InTune
    • Google Workspace (G Suite) / Atlassian tools / Git
  • Relevant higher education and professional certifications
  • Experience automating repeatable processes to reduce manual toil.

What you’ll get

  • Working with and implementing modern technology
  • Excellent benefits package
  • Monthly lunch allowance on the 2nd Friday of each month
  • Free Deliveroo plus, with benefits such as free delivery on all orders
  • Twice yearly performance review to ensure your career is on the right track and enable progression opportunities. Yearly pay reviews to ensure you’re compensated accordingly.
  • Company bonus scheme
  • Flexible cost benefits such as healthcare, cycle to work