IT Service Manager

Joe & the Juice / United Kingdom; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Paid pension plan

Health insurance

Parental leave

Additional vacation

Job summary

Joe & The Juice UK is seeking an IT Service Manager to lead regional IT delivery across the UK & Ireland, based in London and reporting to Copenhagen HQ. You’ll drive end-to-end projects, manage vendors, and align IT services with business needs while supporting stores and offices across the region.

You’ll partner with Facility, Retail Ops, and regional stakeholders to enforce global standards, deliver CSI, and ensure seamless user experiences on networks, devices, and POS systems.

Qualifications

• Experience in IT Service Delivery Management within a fast-growing retail/food & beverage environment.
• Strong knowledge of network infrastructure, hardware, Microsoft Licensing, AzureAD, MDM systems (Intune/Hexnode/SOTI) and ITIL basics.
• Hands-on IT support background covering office equipment, network, and POS in retail.
• Experience with ITSM tooling such as Jira.
• Ability to identify and drive Continuous Service Improvement opportunities.
• Excellent written and verbal communication; ability to present to varied audiences.
• Strong analytical and problem-solving skills; disciplined documentation.

Responsibilities

• Lead regional IT projects end-to-end including network rollouts, store expansion, ISP migration, identity management, and IT security initiatives.
• Act as the primary liaison between IT, senior management, regional business stakeholders, external partners, and Global HQ.
• Own service delivery for UK & Ireland operations; produce monthly performance reports.
• Identify and drive CSI initiatives across IT service delivery.
• Manage incidents and problems with suppliers and internal teams, driving resolution.
• Manage relationships and performance of local and global IT vendors; ensure SLA delivery.
• Provide ongoing IT support with a third-party vendor for retail locations and offices; ensure SLA/KPI delivery and weekly MD reporting.
• Provide approximately one-hour per day on-site IT support; manage onboarding/offboarding for employees.

Skills

IT Service Delivery

Retail IT

Stakeholder Management

Communication

Problem-Solving

Tools

Jira

Intune

Hexnode

SOTI

AzureAD

Job description

WHY WORK AT JOE & THE JUICE

JOE & THE JUICE is a people-centric food and beverage company built around culture, not just juice, sandwiches, coffee, and much more. When joining us, you step into a high-energy community where the music is loud, the bar is your stage, and your personality matters as much as your skills.

We believe in four simple virtues that shape everything we do:

• Positive Attitude
• Inclusion
• Social Ties
• Growth

For us, this means that when you choose a cup-half-full mindset, welcome people from every background, build real friendships across the bar by creating great guest experiences, and use every shift as a chance to learn something new — you become more than just a Juicer; like us, you continue to search and find purpose and meaning in what you do.

From your first day, you’ll be part of an international network of Juicers who support each other, celebrate wins together, and push each other to grow. You will learn by doing, move through a clear Moneyball career path, and be part of a company where most leaders have earned their stripes behind the bar (fun fact: over 75% of our employees started as Juicers!).

If you love fast-paced service, music, people, and the idea of turning a job into a lifestyle, JOE can become a place to build skills, friendships, and a career that can take you across cities, countries, and roles.

JOB SUMMARY

Employment type: Full-Time

The positionofUK-Ireland - IT Service Manager, isnewly established. The role will be based in ourUKOfficeand will be part of ourUKR&Ddepartment,which supportsthe store growth across thecountry.Additionally, the role willclosely collaboratewithourlocal Facility Team, Retail Ops and multiple key stakeholder in the Region. The goal is tobuild and scale JOEin the UK& Ireland.The role will be reportingtoour Director IT Operation in Copenhagen.

The overallresponsibilitywill berunning IT-related projectsand support in theregion and support other clusters when needed. The objective is to enforce global standards, and the project lead will handle local adaptationin collaboration with our 3rdparty vendors.

The position is full-time at45 Dean Street, London.Travel can be expected as needed to facilitatetheexecution of projects in the localstatesbut is not expected to exceed30to 60days a year.

KEY RESPONSIBILITIES

Project Management — Lead regional IT projects end-to-end, including network rollouts, store expansion, ISP migration, identity management, and IT security initiatives. Plan and allocate resources to deliver projects on time and within budget, and organisehypercaresessions to ensure a smooth transition into business-as-usual operations.

Stakeholder Management — Act as the primary liaison between the IT function, senior management, regional business stakeholders, external partners, and Global HQ. Build strong working relationships to resolve operational IT issues quickly and keep stakeholders aligned on priorities, progress, and risks. (This is central to the role and underpins everything else you do day-to-day.)

Service Delivery Management — Own service delivery for UK & Ireland operations, producing monthly performance reports and clearly outlining Continuous Service Improvement (CSI) outcomes and next steps.

Continuous Service Improvement — Identify, lead, and document regional and global CSI initiatives across IT service delivery, driving measurable improvements in quality, efficiency, and user experience.

Problem Management — Manage and elevate complex incidents and problems to suppliers and internal development teams, working closely with product owners to drive issues through to resolution.

Vendor Management — Manage relationships and performance of local and global IT vendors, ensuring services delivered meet business requirements, SLAs, and commercial expectations.

IT Support — Partner with our third-party vendor to provide ongoing IT support for retail locations and office environments, covering incident management and service request fulfilment.Ensure the vendor is delivering against SLA & KPI and build weeklyreportingfor MD.

ITOnsite OfficeSupport — Provide approximatelyone-hour per day of on-site ITsupport, andmanage end-to-end IT onboarding and offboarding for employees.

KEYQUALIFICATIONS

Experience — Proven track record in IT Service Delivery Management within a fast-growing retail and/or food & beverage environment.

Technical Knowledge — Strong understanding of network infrastructure, hardware,Microsoft Licensing,AzureAD, MDM system(s) such ad Intune or Hexnode/SOTIand secure configuration practices, with working knowledge of ITIL or comparable service management frameworks. Hands-on IT support background covering office equipment, network, and POS environments in retail. Practical experiencewith ITSM tooling such as Jira (or equivalent). A solid technical foundation that enables you to identify and driveITContinuous Service Improvement opportunities.

Communication — Excellent written and verbal communication skills, with the ability to engage credibly with stakeholders at all levels, from store teams to senior leadership. Strong presentation and reporting skills, with the confidence to deliver to varied audiences on a regular basis(weekly/monthly).

Problem-Solving — Strong analytical and problem-solving abilities, with a pragmatic approach to navigating challenges and delivering successful project outcomes. A disciplined approach to documentation, ensuring solutions, decisions, and lessons learned are captured for future reference.

THE BENEFITS

We offer a benefits package that includes apaid pension plan, health insurance, parental leave, and additional vacation.Besidesthat,we provide some Joe-ified benefits:

• OurUKheadquartersis located withexcellentaccessibility in the heart ofSoHoand accommodates+50employees.
• Our office features an ambient atmosphere with carefully curated music.
• In Joe we have a flat hierarchy where all opinions are valued, allowing plenty of room for input and improvement ideas.
• Our monthly social calendar is packed with great activities such asrunning club, wine tasting, creative evenings and Friday bars.

THE PROCESS

We are looking for a candidate to startas soon as possible.

We will only consider applications through Easy Applyandwill conduct interviewsongoingly.

If you have any questions, please direct them to Antonio Roberto Cappiello [e-mail]. We cannot guarantee a response to personal requests or messages.

ABOUT JOE & THE JUICE

JOE & THE JUICE is a healthy fast-casual concept founded in Copenhagen in 2002; since then, we have grown to more than 500 locations across 20 countries and now employ more than 4,500 people worldwide. From day one, our ambition has been to prove that there should be no trade-off between taste and health.

We serve high-quality, freshly prepared juices, shakes, coffee, and sandwiches in relaxed, contemporary concept cafés that combine convenience with distinct urban atmospheres. JOE & THE JUICE goes beyond products towards the full experience around the bar, creating a consistent universe for guests and Juicers in all our locations.

We invest heavily in internal development through our Moneyball career system and a culture where most leaders, including C-suite, VPs, and directors, have started behind the bar. We continue to evolve our people-centric and sustainability agenda that is part of our Nordic heritage and our commitment to a better future.