IT Service Operations Manager 24/7

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

Benefits offered by this job

Discretionary company bonus

Company pension up to 7% matched

Company Car allowance of £5,700

15% colleague discount in store and在线

Wellbeing services access

Asda Allies Inclusion Networks

Excellent parental leave policies

Job summary

Asda Stores Ltd seeks an IT Service Operations Manager to lead the 24/7 IT Command Centre on site in Leeds, overseeing real‑time service health, incident triage and rapid recovery. You will supervise shift teams, coordinate with partners, and ensure continuous, stable technology services across critical windows including nights and weekends.

The role requires proven 24/7 operations leadership, strong incident management, and a deep ITIL 4 background.

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 including Incident, Problem, Change Enablement, Monitoring & Event Management, and Service Continuity.
• Ability to make high‑pressure decisions quickly and clearly.

Responsibilities

• Act as senior on‑shift decision‑maker for technology operations during the shift.
• Lead the IT Command Centre team and chair shift stand‑ups and checkpoints.
• Drive rapid restoration of service and manage major incidents with suppliers.
• Monitor real‑time health of services and ensure timely handovers.

Skills

24/7 IT operations

Major Incident Management

ITIL 4

Supplier management

Monitoring tools

Communication skills

Tools

Dynatrace

Splunk

Grafana

ServiceNow ITOM

Job description

Job Title

IT Service Operations Manager 24/7

Job Details

Employment Type: Full time

Contract Type: Permanent

Hours Per Week: 42

Location: Asda House (On site in Leeds, West Yorkshire)

Salary: Competitive salary plus benefits

Category: IT Operations

Closing Date: 7 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

Benefits

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.

Asda is Reimagining Retail. It’s hard for anyone to imagine how many different career possibilities there are at Asda. Ours is a big business, and beyond the roles you might be familiar with there are hundreds more you don’t often get to see. In fact, because our business is changing we're creating new roles all the time! So take the time to look around.