IT Support Desk Manager

Your Journey

As the Systems Service & Operations Manager you will be responsible for the efficient day to day running of all of Sweaty Betty’s IT infrastructure and systems and the management of all relevant 3^rd party suppliers to ensure service continuity for our Stores and Support Office.

You are passionate about a high quality service. You will always endeavour to deliver this to all users with specific focus on ensuring a consistent high delivery of performance and always remembering our customer.

We are looking for someone who regards communication as key and proactive at managing business expectations. You know that fostering and building strong relationships across all teams including US & the UK, as well as external partners is crucial to the success of this role.

You are a professional who isn’t afraid to question current processes and review their value, for the benefit of the business and our customer.

Your Journey will include:

• Ensuring the availability, performance and resilience of all of Sweaty Betty’s key systems such as web platforms, telephony, retail systems.
• Own all areas of the core systems infrastructure such as networking, security, backups, telephony, WAN etc.
• Managing outsourced IT support teams and acting as service desk owner for the retail division and support office (1^st and 2^nd line support).
• Managing POS across the estate including maintenance, support, upgrades and issue resolution.
• Act as an escalation point for the business and be the go to person for IT service issues.
• Produce regular reporting on the performance of the Service Desk / Support function & the performance of our systems for the business.
• Own the change control process ensuring all changes proposed on production systems are done so in a controlled way. A weekly CAB should be chaired by you.
• Develop strong relationships with our 3^rd party suppliers and drive service review meetings covering performance, service improvements, quality and processes
• Be an ambassador for IT, leading effective communication across the business, building relationships, fostering dialogue across teams and always putting the Customer at the heart of your decision-making.
• Continually looking for opportunities to drive value from existing infrastructure and 3^rd party suppliers and controlling cost through proactive change.

Must Haves

• Experienced Service Management professional
• ITIL Foundation or ITIL Intermediate qualifications.
• Excellent attention to detail with the ability to clearly see areas that need optimization and the ability to bring in sensible process changes.
• The ability to convey complex technical problems to the business at all levels.
• Direct experience of incident management, escalation procedures, business continuity and related disciplines
• Extensive experience managing 3^rd party providers both commercially and from a service level with a focus on service level management
• Extensive retail experience, you’ll know how an agile retail business works all the way to the stores and you’ll understand the types of technology deployed from service desk applications through to point of sale and mobile retail solutions
• Experience of ITSM tools and how ITIL processes are applied.
• Experience of IT security – pen testing, GDPR & PCI compliance.
• Experience in designing and implementing service improvement plans
• Strong background in service desk management & service delivery and has extensive experience in retail & e-commerce technology.

You’re positive, resilient, people-oriented, and highly organised. You possess excellent communication skills and are a natural relationship builder.

You’re able to get to the heart of complex problems and bring a calm and methodical approach to resolving them. You’ll be able to co-ordinate multiple parties to achieve this aim. You’ll be able to maintain a sustained focus on issues in the face of ambiguity and be persistent to find solutions and work with partners to problem solve.

As you build these relationships, you’ll become the go to person from a support perspective.

The Extras

Generous clothing allowance

50% off SB all Sweaty Betty merchandise, all year

Free exercise classes in our on-site studio

Sample sales

Cycle to work scheme

Company bonus scheme

Flexi hour scheme, including 4pm Friday finish

Generous Company Maternity, Paternity and Adoption Pay

Childcare Support

Discounts to the best Studio Classes

Quarterly Support Office Parties

23 Days statutory holiday, with buy and sell holiday option