We are seeking an experienced, customer‑focused Servicedesk Manager to lead day‑to‑day Technology support operations across Fortum & Mason stores, hospitality venues, and head office. The role ensures timely resolution of incidents and requests, delivers clear stakeholder communications, and drives measurable, continuous service improvement. You will steward our BAU tooling and knowledge platform, coordinate change governance (CAB/e‑CAB), and keep our service partners aligned to KPIs. The ideal candidate will have strong leadership skills, a deep understanding of ITIL best practices, and a passion for delivering exceptional user experiences. This is a Hybrid role, requiring 3 days per week in our Piccadilly Head office. Responsibilities: Team Leadership & Management: Lead, coach, and develop the Tech Bar and wider Technology & Transformation team to high standards of service and professionalism. Own the rolling staff rota for the Piccadilly Tech Bar and the OOH on‑call rota, ensuring adequate coverage and clear escalation paths. Service Delivery & Performance: Own end‑to‑end incident management, including stakeholder updates for high‑priority incidents and post‑incident reviews. Ensure timely, right‑first‑time request fulfilment and proactive problem management with trend analysis and eradication plans. Maintain operational hygiene in Freshservice (queues, SLAs/OLAs, automations, categories) and publish key service performance (KPI) dashboards. Ensure compliance with organizational standards and security policies (including PCI device tampering checks) Service Catalogue & Transition to Support: Own the Service Catalogue structure and content; drive clarity of request types, SLAs, and fulfilment pathways. Gatekeeper for Transition to Support: define “ready for support” criteria, templates, and acceptance checks for new/changed services. Change Governance: Coordinate change calendars, artefacts, and readiness checks; chair weekly CAB and eCAB as needed. Ensure changes include business comms, back out plans, and post implementation reviews; track actions to closure. Appropriately scrutinize changes requested during peak change freeze Stakeholder Communication: Act as the primary point of contact for escalations and critical incidents. Collaborate with internal teams, vendors, and third-party providers to resolve complex issues. Provide regular reports and updates to senior management on service desk performance. Major Incident Communications & RCA/RFO: Lead timely, audience‑appropriate comms during incidents; agree messaging with service owners and business leads. Ensure RCA/RFO documents are produced (internally or via suppliers) to the agreed template, with corrective actions tracked. Knowledge & Documentation: Act as Accountable/Responsible owner for IT Glue: structure, quality standards, review cadence, and adoption across the team and partners. Ensure support playbooks, SOPs, and runbooks remain current and auditable. Vendors & Partners: Run monthly service reviews for assigned suppliers, track KPIs and service credits, and ensure actions are closed. Manage day‑to‑day supplier escalations and performance. Financials & Procurement: Manage in‑year spend within delegated authority; raise purchase requisitions, validate goods receipting, and coordinate PO/invoice processing in line with Technology budget controls. Assets & WEEE: Own the asset tracking process (tagging standards, custody chain, audits) and WEEE disposal (partner selection, evidence packs, and compliance logs). Governance & Controls: Maintain service KPIs/SLAs and publish a concise weekly service report to senior stakeholders. Steward site access processes for Tech Bar/support staff; ensure periodic recertification of access passes. Support business continuity readiness for end‑user services and participate in rehearsals as required. We expect the successful candidate to have the following skills and experience: Track record leading an IT service desk or end‑user support function with measurable KPI improvement, and high team morale. Strong working knowledge of ITIL practices across incident, request, problem, change, and knowledge. Hands‑on experience with Freshservice and IT Glue (or equivalent platforms), Clear, concise written and verbal communication with business and technical audiences; confident incident comms. Supplier management experience, including KPI reviews and action tracking Customer focus: bias to action, clarity of updates, and empathy in resolution. Operational rigour: data‑driven decisions, audit‑ready artefacts, and disciplined follow‑through. Leadership: Leads by example, coaching mindset, calm under pressure, holds self and partners to account. Collaboration: works effectively with Infrastructure & Security, wider Tech & Transformation teams, and business operations to land change safely. Desirable: Experience working in a Retail/Hospitality business A bachelor's degree in Computer Science, IT, or a related field—or equivalent experience—is preferred. Minimum 5 years of experience in IT Service Desk or IT Support roles, with at least 2 years in a leadership position. ITIL certification Experience chairing CAB/e‑CAB Budget/spend control exposure in Technology. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences. Ability to prioritize tasks and deliver results under pressure. Experience with KPI analysis, SLA management, and reporting. Strong troubleshooting and problem-solving skills. Ability to lead change and implement new technologies or processes In Return, We Offer: Competitive salary and annual bonus (up to 5%). Generous store and restaurant discount (up to 40%). 28 days holiday (including bank holidays). Defined development scheme to grow your career. Monthly staff shop and excellent pension scheme. This is an exciting opportunity to showcase your passion for luxury retail and customer experience while developing your career within an iconic brand. We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment. In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.
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