IT Service Operations Manager 24/7

Asda; Leeds; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Pension up to 7% matched

Company car allowance

Colleague discount 15%

Wellbeing services

Employee assistance

Inclusion networks

Parental leave policies

Job summary

Asda is seeking a Service Operations Manager to lead 24/7 IT operations from the IT Command Centre in Leeds. The role covers incident management, monitoring, supplier oversight and change management, including overnight shifts and peak trading events.

You will ensure rapid detection, triage and resolution of incidents, maintain service health, and collaborate with suppliers to meet SLAs. Strong ITIL 4 proficiency and executive communication are essential.

Qualifications

• Proven experience leading 24/7 IT operations or NOC.
• Strong Major Incident Management experience.
• Deep ITIL 4 knowledge across Incident, Problem, Change Enablement, Monitoring & Event Management.
• Excellent communication and stakeholder management.
• Experience with monitoring tools and ITSM platforms.

Responsibilities

• Lead the IT Command Centre on shift to ensure real-time health of services.
• Manage incidents, major incidents and end-to-end containment.
• Oversee monitoring tools and event management.
• Coordinate with suppliers and partners; hold them to SLA.
• Oversee change and release activity during overnight windows.
• Provide clear communications to leadership and stakeholders.
• Drive continual improvement and develop runbooks and SOPs.

Skills

IT operations leadership

Major Incident Management

ITIL 4 practices

Decision-making under pressure

Executive communication

Supplier management

Monitoring tools knowledge

ITSM tooling

Tools

Dynatrace

Splunk

Grafana

ServiceNow ITOM

ServiceNow ITSM

Job description

What You’ll Love

Shift Leadership & Command

Job Title IT Service Operations Manager 24/7

Location Asda House

Employment Type Full time

Contract Type Permanent

Hours Per Week 42

Salary Competitive salary plus benefits

Category IT Operations

Closing Date 15 October 2026

We are looking for multiple Service Operations Managers to join us. As the Service Operation Manager, you would be the senior operational leader on shift in the IT Command Centre, accountable for the real-time health, stability and performance of technology services during their shift period - including overnight, weekends and peak trading events.

The role ensures that incidents are detected, triaged and resolved quickly, that major incidents are managed decisively, and that the customer, colleague and business impact of any disruption is minimised.

This is an on-site (Leeds, West Yorkshire) based role and involves working rotating shifts to cover 24/7.

What You’ll Love

Shift Leadership & Command

• 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.

Incident & Major Incident Management

• 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.

Monitoring & Event Management

• 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.

Supplier & Partner Oversight

• 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.

Change & Release Oversight

• 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.

Communication & Stakeholder Management

• 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.

Continual Improvement

• 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.

What You’ll Need

• Proven experience leading 24/7 IT operations, NOC or Command Centre environments.
• Strong Major Incident Management experience, including as on-call/on-shift MIM.
• Deep understanding of ITIL 4 practices — particularly 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.

Working Conditions

• 24/7 rotating shift pattern, typically including:
  • Day shifts
  • Night shifts
  • Weekends
  • Bank Holidays and key trading events
• Based on-site in the IT Command Centre
• Expected to participate in peak trading readiness and major event coverage, which may require flexing shift patterns

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You Will Also Get An Excellent Benefits Package Including

• Discretionary company bonus
• Company pension up to 7% matched
• Company Car allowance of £5,700
• 15% colleague discount in store and online
• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves