IT Operations Manager

Crew Clothing Head Office; Royal Borough of Kingston upon Thames; Hybrid; GBP 65,000 - 80,000; Full time

Job summary

Crew Clothing Head Office in Kingston upon Thames is seeking an IT Operations Manager to oversee the Service Support Desk and day-to-day IT services across retail and head office environments. You will lead the Service Desk team, manage incidents, and coordinate with suppliers to ensure reliable service delivery while aligning with business priorities.

You will implement best practice in service management, report on performance metrics, and contribute to transition activities for MSPs or

Qualifications

• Experience in IT Service Delivery and Service Operations.
• Proven ability to lead Service Desk teams and manage workflows.
• Hands-on Incident Management and escalation handling.
• Experience with third-party suppliers/service providers.
• Ability to define, implement and embed service management processes.

Responsibilities

• Lead the Service Desk team to prioritise and deliver IT services.
• Own the Incident Management process and ensure timely resolution and clear communication.
• Coordinate with suppliers and internal teams to meet agreed outcomes.
• Define and implement onboarding processes for new services and MSP transitions.
• Produce and communicate weekly Service Desk performance metrics and updates.
• Manage IT support for store openings, closures, and changes to ensure consistent service.

Skills

IT Service Delivery

Service Desk Leadership

Incident Management

Vendor Management

ITSM Tools

Stakeholder Management

Reporting & Analysis

Retail/Multi-site Support

Tools

ManageEngine

ServiceNow

Jira

Job description

IT Operations Manager - Service Support Desk
Kingston-Upon-Thames (4 days in office, 1 day from home)
Full time - 37.5 hours

Crew Clothing Company was founded in Salcombe in 1993. Today Crewis a great British brand, and our success lies in our authentic passion forproducing great looking, well-made clothes. We now have more than 130 storesand a thriving website, and the business continues to grow.

Our people are at the heart of our company. With a passion forexceptional service, and a love for our product, our team is dedicated tooffering the best customer experience – nothing is too much trouble.

Purpose of the role:

Reporting to the IT Director, this role is responsible for theday-to-day delivery and performance of IT services across the business, with aparticular focus on Service Desk operations, incident management, and suppliercoordination. The IT Operations Manager will bring structure, control andvisibility to service operations - improving workflow, embedding best practice,and ensuring consistent service outcomes across retail and head officeenvironments.

Team & Service Desk Management

• Manage theworkflow and workload of the Service Desk team to ensure effectiveprioritisation and delivery.
• Implement andembed service management best practices across day-to-day operations.
• Coordinateservice-related changes with the IT Director, including governancethrough ManageEngine.

Incident Management

• Own and runthe Incident Management process, ensuring timely resolution and clearcommunication.
• Manageescalations, acting as the central point of control for high-impact orbusiness-critical issues.

Supplier Management

• Work closelywith key suppliers (including PMC and Vizst) to ensure delivery against agreedoutcomes.
• Act as thecoordination point between internal teams and third-party providers.

Service Onboarding

• Define andagree processes for onboarding new services into support.
• Ensureservices are operationally ready, with clear ownership, documentation, andsupport models in place.

MSP Transition

• Support theonboarding of a Managed Service Provider, including preparation of services,processes and documentation.
• Coordinateactivities required for a smooth transition of support responsibilities.

Reporting & Communication

• Produce andcommunicate weekly Service Desk performance metrics.
• Provide clearbusiness updates, including triage communications and service statusvisibility.

Retail Support

• Manage ITsupport activities for new store openings, closures, and changes.
• Ensureconsistent service delivery across the retail estate.

Asset Management

• Establish andembed asset management practices ahead of MSP transition.
• Ensurevisibility and control of IT assets across the organisation.

Business Relationship Management

• Engage withbusiness stakeholders to understand demand and priorities.
• Perform impactanalysis to support decision-making and prioritisation of work.

Key Skills & Experience:

• Strong experience in IT Service Delivery orService Operations roles.
• Proven ability to manage Service Desk teamsand operational workflows.
• Hands-on experience of Incident Management andescalation handling.
• Experience working with third-party suppliersand service providers.
• Ability to define, implement and embed servicemanagement processes.
• Strong stakeholder management andcommunication skills.
• Experience producing service performancereporting and insights.
• Practical experience with ITSM tools (e.g.ManageEngine, ServiceNow, Jira).
• Experience supporting retail or multi-siteenvironments is advantageous.
• Experience preparing for or working withoutsourced / MSP models is beneficial.

Compensation: Competitive salary