24/7 IT Command Centre Shift Lead - Service Ops Manager

Asda

Leeds

On-site

GBP 60,000 - 80,000

Full time

2 days ago

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Benefits offered by this job

Discretionary bonus

Pension up to 7% matched

Car allowance £5,700

10–15% colleague discount in store and

Wellbeing services and 24/7 wellbeing/

Job summary

Asda is seeking multiple Service Operations Managers to lead 24/7 IT operations from the Leeds-based IT Command Centre. You will be the senior on-shift decision-maker ensuring real-time health and rapid incident resolution, including major incidents, monitoring, and supplier oversight.

Role requires on-site presence in Leeds with 42 hours per week and rotating shifts to cover 24/7, including overnights and peak trading events. Excellent benefits are offered alongside a discretionary bonus.

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, and Service Continuity.
Comfortable with high-pressure decision-making under ambiguity and time constraints.
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 (e.g. Dynatrace, Splunk, Grafana, ServiceNow ITOM).
Experience with ServiceNow or comparable ITSM tooling as an operational user and leader.

Responsibilities

Act as the senior on-shift decision-maker for all Technology operational matters during the shift.
Lead the IT Command Centre team on shift, including monitoring analysts, incident responders and duty roles.
Chair shift stand-ups and checkpoint calls, ensuring clear priorities, ownership and next steps.
Maintain real-time situational awareness across all critical services, particularly during overnight batch, replenishment, and early-morning trading readiness windows.
Act as the on-shift Major Incident Manager, working alongside our partner to drive rapid restoration of service.
Make judgement calls on escalation - waking senior leaders, engaging suppliers, invoking service continuity plans.
Own customer, colleague and business impact assessment during incidents, ensuring the right level of response.
Ensure monitoring tools and dashboards are actively used and events acted upon promptly.
Identify noise, false positives and monitoring gaps and feed them into continual improvement.
Ensure overnight batch, EOD/SOD processes, replenishment jobs and store opening readiness are monitored and any exceptions handled proactively.
Champion a detect before customer detects culture within the shift team.
Hold suppliers to account for response times, quality of engagement and SLA delivery during the shift.
Escalate supplier performance issues into the daily governance cadence.
Ensure supplier-led incidents are managed to Asda's standards.
Provide shift oversight of in-flight changes and releases, particularly overnight deployment windows.
Make go / no-go / rollback decisions where changes threaten service stability.
Ensure failed or aborted changes are documented, communicated and handed over cleanly.
Provide clear, concise and timely communications to leadership, business stakeholders and impacted teams.
Ensure a clean, structured handover to the incoming shift and to daytime leadership.
Identify operational pain points, recurring issues and process weaknesses unique to the shift environment.
Feed insights into Problem Management, Change Enablement and Practice Owners.
Contribute to SOPs, runbooks and knowledge articles
Drive shift-level improvements in monitoring, automation and toil reduction.