Service Operations Manager

Service Operations Manager

The Team

The Deliveroo Enterprise Technology team conceives, designs, builds and sustains the IT services powering Deliveroo’s internal teams globally, as we transform the way customers eat. We continually drive service improvements and love to automate everything we can on our journey towards excellence. 

As the Service Operations Manager at Deliveroo, you will be responsible for overseeing & managing the Techbar, Executive Support, and Joiners, Movers, Leavers (JML) teams. This role will involve leading change initiatives to enhance existing processes, with a focus on scalability and collaboration. The Service Operations Manager will also be responsible for ensuring a smooth and supportive employee experience throughout the entire employee journey, enabling employees to concentrate on building the company.

People leadership is your driver and what motivates you in your role, surfaced through coaching, mentoring and collaboration. Your main day-to-day focus will be on your people, your stakeholders & customers and your services. Challenging the status quo is your norm.

Our relentless drive to improve means this role will not just be managing ‘as is’, you will drive service excellence through improving the policies and processes. This role goes beyond managing existing operations; you will drive service excellence by enhancing policies and procedures. This role will require you to be in the office 4-5 days a week and you will report directly to the Head of ET Operations.

 What You'll Do:

• Take charge of the development and implementation of the vision, mission, and strategy for the teams, ensuring operational stability and fostering innovation.
• Collaborate consistently with senior leadership, stakeholders, and external strategic partners to ensure a smooth workplace experience.
• Oversee a group of Managers and their respective teams, ensuring effective collaboration both within and across teams.
• Help to build effective, visible and measured team processes that enable high throughput
• Collaborate with the team to develop a roadmap and implement operational enhancements and efficiencies.
• Build and lead a high-performing team
• Oversee and manage the budget for assigned focus areas.
• Gather user feedback through focus groups and collaborate with key stakeholders to ensure their needs are met.
• Build, maintain and publicise the roadmaps, ensuring stakeholder feedback is considered and expectations are managed. 
• Where failures occur, working with colleagues and stakeholders to identify the root cause of the failure and implement remediation actions to remove the possibility of future failures.
• Utilise relationships with global, regional, and local vendors, suppliers, and service providers.
• Identify and implement automation opportunities through coding and tools.
• Serve as an escalation point for production issues outside of standard working hours.

Requirements

• Proven experience in leading and managing cross-functional engineering teams, including managers
• Effective stakeholder management across all organizational levels, including C-Suite
• Experience in promoting digital productivity and driving its adoption.
• Self-driven, adaptable, and collaborative with a focus on continuous improvement.
• Understanding of service management (ITIL) and application lifecycle management.
• Ability to develop data-backed proposals and reports.
• Experience with technologies such as SaaS management, Google Workspace, and ServiceNow.
• Familiarity with modern workplace security practices.
• Advanced ITIL certifications and higher education (e.g., MBA) are advantageous.
• Experience in Supplier Management and hardware asset management.
• Excellent data skills and financial awareness.
• Highly organized, detail-oriented, and articulate communicator.
• Passionate about customer service and improving user experience.

The Company

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed