<p> <strong>About the Role:</strong> </p> <p> <span style="font-weight:400;">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 reliability.</span> </p> <p> <span style="font-weight:400;">As Head of ET Operations, you will be responsible for leading the front-line team(s) that support our Deliveroo end users globally. You will be providing strategic and technical direction to Service Desk and Executive Support teams internationally, and driving diverse operational initiatives across EMEA and APAC. You will also be the APAC Site Lead for Enterprise Technology, responsible for dotted-line accountability to, and escalation from local ET staff outside of the Operations organisation. This role reports to the Director of Engineering and Operations, based in the UK.</span> </p> <p> <span style="font-weight:400;">People leadership is your driver and what motivates you in your role, surfaced through coaching, mentoring and collaboration to drive results. Your main day-to-day focus will be on your people, your customers and quality service delivery. Your technical knowledge will enable you to make a valuable contribution to the team and to support them practically.</span> </p> <p> <strong>What You'll Be Doing:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Leading and coaching an operationally-focused technical team</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Building a 24x7 global Service Desk team and associated operational model</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Planning and driving the roadmap for the global ET Technology Operations team, including budgeting, spend management, and forecasting</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Working with IT Service Management teams on the improvement of the IT request catalogue and IT store capabilities</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Capturing and implementing site specific requirements that are beyond standard global IT service and organising services to meet site requirements</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Supporting the team to roadmap and engineer operational improvements</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Providing timely support to key stakeholders and customers</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Identifying and addressing automation opportunities through coding and tools</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ensuring high-quality Runbook documentation is created and maintained</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Acting as an escalation point for APAC technical needs, driving collaboration between all relevant ET and stakeholder teams</span></li> </ul> <p> <strong>Desired Qualifications:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Proven experience of building, leading, managing, and mentoring global, technical teams with a minimum of 3 years experience in a senior tech leadership role</span></li> <li style="font-weight:400;"><span style="font-weight:400;">A methodical and logical approach to problem solving with a sense of ownership</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Driven, self-starter without requiring close supervision, collaborative, comfortable adapting to change and learning quickly in a dynamic organisation.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Excellent interpersonal skills</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Very good understanding of service management (ITIL) including Change Management, formal Service Levels and process design</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Excellent knowledge of End User platforms (laptops and SaaS such as Workday) at scale</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Significant automation experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Customer Service in your DNA</span></li> </ul> <p> <strong>We’re also interested in…</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Experience of influence and partnership, both with and without direct authority over people</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Proficiency with at least one programming language - preferably Python.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Exposure to any of the following:</span></li> <ul> <li style="font-weight:400;"><span style="font-weight:400;">ZenDesk / ServiceNow / Looker / Data Studio</span></li> <li style="font-weight:400;"><span style="font-weight:400;">MacOS / Windows 10 internals/ Jamf/ InTune / Git</span></li> <li style="font-weight:400;"><span style="font-weight:400;">AWS</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Networking</span></li> <li style="font-weight:400;"><span style="font-weight:400;">IAM</span></li> </ul> <li style="font-weight:400;"><span style="font-weight:400;">Experience in developing teams and people</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience defining, measuring, monitoring and communicating success criteria</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Exposure to Agile, DevOps, SDLC, and SRE.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Advanced ITIL certifications are a plus (v3 Expert / v4)</span></li> </ul> <p><strong>Workplace Diversity<br></strong> </p><p><span style="font-weight:400;">At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.</span></p> <p><span style="font-weight:400;">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 startups in an incredibly exciting space.</span></p>