24/7 IT Command Centre Lead & Incident Manager

Asda Stores Ltd; Leeds; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Discretionary company bonus

Company pension

Company Car allowance of £8000

15% colleague discount in store and在线

Job summary

Asda Stores Ltd. seeks an IT Operations Centre Manager (24/7) to lead the on-shift team in the IT Command Centre, ensuring real-time health, stability and performance of technology services. The role covers overnight, weekends, and peak trading events with on-site work in Leeds, West Yorkshire.

You will own incident management, monitoring, and supplier interactions, driving rapid restoration and suitability of service continuity plans while coordinating with leadership and stores.

Qualifications

• Proven experience leading 24/7 IT operations, NOC or Command Centre environments.
• Strong Major Incident Management experience, including on-call/on-shift MIM.
• Deep understanding of ITIL 4 practices — Incident, Problem, Change Enablement, Monitoring & Event Management, Service Continuity.
• Excellent communication skills — able to switch between technical detail and executive summary.
• Strong supplier management experience, holding partners to account for delivery.
• Working knowledge of monitoring and observability tools (Dynatrace, Splunk, Grafana).
• Experience with ServiceNow or comparable ITSM tooling.

Responsibilities

• Act as the on-shift senior decision-maker for all technology operational matters.
• Lead the IT Command Centre team on shift, including monitoring analysts and incident responders.
• Chair shift stand-ups and checkpoint calls with clear priorities and ownership.
• Drive rapid restoration of service during major incidents in collaboration with partners.
• Identify monitoring gaps and drive continual improvement and runbooks.

Skills

24/7 IT operations

Major Incident Management

ITIL 4 practices

Communication skills

Supplier management

Monitoring & observability

ITSM tooling

Tools

Dynatrace

Splunk

Grafana

ServiceNow ITOM

Job description

Asda Stores Ltd. seeks an IT Operations Centre Manager (24/7) to lead the on-shift team in the IT Command Centre, ensuring real-time health, stability and performance of technology services. The role covers overnight, weekends, and peak trading events with on-site work in Leeds, West Yorkshire.

You will own incident management, monitoring, and supplier interactions, driving rapid restoration and suitability of service continuity plans while coordinating with leadership and stores.