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Technical Operations Manager

Deliveroo UK

Location: Greater London

Job Type: Full time

Posted


  • The Deliveroo Enterprise Technology team conceives and builds the IT services powering Deliveroo's teams globally, as we transform the way customers eat. We promote service improvements and love to automate everything we can on our journey towards customer delight.
  • As the Technical Operations Manager you will work as part of the 24/7 global Operations Team focusing on leading real-time support for Deliveroo colleagues needing IT assistance. The team's main objective is to delight our Deliveroo colleagues by ensuring daily incidents, problems and user requests are addressed promptly, and that services are running reliably, securely and are improved.
  • The Service Desk partners with other Enterprise Tech teams and departments to ensure we are always providing excellent support to our colleagues, ensuring they can do the best work of their careers. You will report to the Head of Enterprise Technology Operations.
  • People leadership and customer service are your drivers and what motivates you in your role, surfaced through coaching, mentoring and collaboration. Your main focus will be on your people, your customers and your services. Your technical knowledge will allow you to make a valuable contribution to the team and to support them practically.

What You'll Do:

  • Lead an operationally-focused Service Desk team.
  • Ensure the highest levels of customer experience in a collaborative environment with a focus on helping people resolve issues as a leader of the first point of contact in Operations.
  • Build team processes that allow high throughput
  • Be an escalation point for production issues that may occur outside of standard working hours
  • Coach the team in troubleshooting, or escalating issues, promptly while communicating throughout the customer's experience until resolved.
  • Coach the team in excellent customer service.
  • Be an advocate representing Deliveroo colleagues to ensure each receives the best possible IT experience.
  • Collaborate on team projects

Requirements:

  • Experience managing and motivating an operations-focused technical team.
  • Excellent feedback (giving and receiving) experience and approach.
  • Driven, collaborative, comfortable adapting to change and learning quickly in a dynamic organisation.
  • Experience with ITIL / Service Management
  • Knowledge of supporting End-user platforms at scale.
  • Identify opportunities to reduce workload and toil through automation.

We're also interested in…

  • Knowledge of modern ways of working such as Agile.
  • Familiar with Site Reliability Engineering as a principle and how it can benefit organisations.
  • Exposure to using and supporting any of the following:
  • ServiceNow
  • Google Workspace (G Suite)
  • Apple products
  • Workday
  • Slack
  • Windows 10
  • Chromebooks
  • Android
  • Jamf/InTune
  • AWS
  • Office networking
  • Identity and Access Management
  • Python or any other programming language
  • Experience with AV and VC systems (especially Google Meet)
  • Proficiency with at least one programming language - preferably Python.
  • Experience creating insightful dashboards based off valuable performance metrics
  • Relevant professional certifications

Benefits and Diversity

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a a desire to be part of one of the fastest growing startups around.