IT Operations Manager

IT Operations Manager

• Service Support Desk Kingston-Upon-Thames (4 days in office, 1 day from home) Full time - 37.5 hours Crew Clothing Company was founded in Salcombe in 1993. Today Crew is a great British brand, and our success lies in our authentic passion for producing great looking, well-made clothes. We now have more than 130 stores and a thriving website, and the business continues to grow. Our people are at the heart of our company. With a passion for exceptional service, and a love for our product, our team is dedicated to offering the best customer experience – nothing is too much trouble. Purpose of the role: 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.

Key Responsibilities

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. Key Skills & Experience: 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.