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# IT Operations Manager

- **Company:** Crew Clothing
- **Location:** Kingston upon Thames, United Kingdom
- **Salary:** £42,928
- **Contract:** Permanent contract
- **Skills:** JIRA, Information Technology Operations, Information Technology, Performance Monitor, Servicenow, ManageEngine
- **Published:** November 6, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5954891484

## About the Role

* Strong experience in IT Service Delivery or Service Operations roles.
 * Proven ability to manage Service Desk teams and operational workflows.
 * Hands-on experience of Incident Management and escalation handling.
 * Experience working with third-party suppliers and service providers.
 * Ability to define, implement and embed service management processes.
 * Strong stakeholder management and communication skills.
 * Experience producing service performance reporting and insights.
 * Practical experience with ITSM tools (e.g. ManageEngine, ServiceNow, Jira).
 * Experience supporting retail or multi-site environments is advantageous.
 * Experience preparing for or working with outsourced / MSP models is beneficial.

## Description

Reporting to the IT Director, this role is responsible for the day-to-day delivery and performance of IT services across the business, with a particular focus on Service Desk operations, incident management, and supplier coordination. The IT Operations Manager will bring structure, control and visibility to service operations - improving workflow, embedding best practice, and ensuring consistent service outcomes across retail and head office environments., Team & Service Desk Management

 * Manage the workflow and workload of the Service Desk team to ensure effective prioritisation and delivery.
 * Implement and embed service management best practices across day-to-day operations.
 * Coordinate service-related changes with the IT Director, including governance through ManageEngine.

Incident Management

 * Own and run the Incident Management process, ensuring timely resolution and clear communication.
 * Manage escalations, acting as the central point of control for high-impact or business-critical issues.

Supplier Management

 * Work closely with key suppliers (including PMC and Vizst) to ensure delivery against agreed outcomes.
 * Act as the coordination point between internal teams and third-party providers.

Service Onboarding

 * Define and agree processes for onboarding new services into support.
 * Ensure services are operationally ready, with clear ownership, documentation, and support models in place.

MSP Transition

 * Support the onboarding of a Managed Service Provider, including preparation of services, processes and documentation.
 * Coordinate activities required for a smooth transition of support responsibilities.

Reporting & Communication

 * Produce and communicate weekly Service Desk performance metrics.
 * Provide clear business updates, including triage communications and service status visibility.

Retail Support

 * Manage IT support activities for new store openings, closures, and changes.
 * Ensure consistent service delivery across the retail estate.

Asset Management

 * Establish and embed asset management practices ahead of MSP transition.
 * Ensure visibility and control of IT assets across the organisation.

Business Relationship Management

 * Engage with business stakeholders to understand demand and priorities.
 * Perform impact analysis to support decision-making and prioritisation of work.