Global Support Bar Manager

dunnhumby; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global leader in Customer Data Science is seeking a full-time IT Support professional to deliver exceptional technical support at their London office. The role involves overseeing laptop asset management, enhancing support processes, and ensuring a collaborative working environment. Ideal candidates should have ITIL Foundation certification and experience in customer-facing IT roles. This position offers a rewarding package, including flexible working options and a commitment to diversity and inclusion.

Benefits

Flexible working hours

Birthday off

Investment in cutting-edge technology

Qualifications

• Essential: ITIL Foundation; seasoned background in technical service and customer-facing IT support including managerial level.
• Desirable: ITIL certifications in Support Transition & Operation; experience in service management environments.

Responsibilities

• Deliver exceptional IT support across office environments to ensure seamless technology access.
• Oversee the full lifecycle of laptop assets maintaining precise inventory controls.
• Champion process improvement, adopting new technologies, and enforcing security measures.
• Serve as primary contact for technical support and troubleshoot issues swiftly.
• Manage onboarding/offboarding processes to maintain data security.
• Collaborate with global IT teams to maintain service standards.

Skills

ITIL Foundation

Technical service background

Customer-facing IT support

Job description

dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.

Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble and Metro.

Role Purpose

To deliver exceptional IT support to staff across office environments, ensuring that every team member enjoys seamless access to technology and assistance whenever needed. A major priority is the reliable setup, maintenance, and troubleshooting of meeting rooms, guaranteeing that collaboration spaces are fully equipped and operational for all business activities.

Oversee the full lifecycle of laptop assets and maintaining precise inventory controls, safeguarding both company resources and sensitive data. Championing continuous process improvement, adopting new technologies, and enforcing robust security measures, to strengthen operational resilience and support the organisation’s broader objectives - always with the needs of people and their collaborative workspaces at the heart of every decision.

This role requires full-time presence at the office.

On-Site IT Support

• Serve as the primary contact for technical support across office locations
• Troubleshoot hardware, software, and connectivity issues with speed and empathy
• Ensure meeting rooms are fully operational and equipped for collaboration
• Manage onboarding/offboarding processes to maintain data security and user readiness
• Track and manage IT consumables such as headsets, bags, and accessories
• Collaborate with global IT teams to share knowledge and maintain consistent service standards

Laptop Lifecycle Management

• Forecast and plan laptop needs in partnership with HR and department leads
• Oversee procurement, setup, and deployment of secure, ready-to-use devices
• Maintain accurate inventory records and reporting systems
• Conduct audits and enforce compliance to protect company assets and data
• Manage secure disposal and data wiping for end-of-life devices

Process Improvement & Innovation

• Continuously review and refine support processes for efficiency and user satisfaction
• Pilot new technologies and tools to enhance service delivery
• Document and share best practices across the global support bar network
• Provide clear leadership, setting goals and removing barriers to success
• Foster a culture of continuous improvement and innovation
• Support team development through coaching, feedback, and growth opportunities
• Collaborate with service management and stakeholders to drive service enhancements

Qualifications & Experience

• Essential: ITIL Foundation; as well as a seasoned background in technical service and customer-facing IT support including at managerial level
• Desirable: ITIL certifications in Support Transition & Operation; experience in service management environments

What you can expect from us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.

Our approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.

We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)

Global Diversity and Inclusion

At dunnhumby, we utilise our diversity of thought as our competitive edge.

We are proud of our diversity and committed to making dunnhumby an even more inclusive place to work that we can be proud of.

Our diversity and inclusion work is designed to cultivate a culture of belonging, where every dunnhumbian feels safe to bring their whole self to work, where everyone is welcome and we practice what we preach.

We have a full D&I strategy to implement this long-term behaviour change; in addition, we have five employee-led network groups to support colleagues in the areas of gender, sexual orientation, multiculturalism, mental health and wellbeing, and family.

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