About the Team

At Deliveroo, we have a strong foundation in delivery, it’s the core of our business. We’re now reimagining how we deliver internal services, shifting from reactive support to creating seamless, proactive, and high quality user experiences.

This role sits within our Site Platforms & Enterprise Operations function, supporting a modern and efficient technology experience for every Deliveroo employee. You’ll partner with cross-functional teams across Network, AV, Security, and Service Desk, ensuring every colleague from new joiners to leavers experiences a smooth, reliable, and secure technology journey.

About the Role

We are looking for a Site Operations Specialist who will own and manage the end-to-end Joiner, Mover, and Leaver (JML) experience across the UK, ensuring that employees receive the right tools, access, and support throughout their lifecycle at Deliveroo.

While you will still contribute to daily IT operational support, your core focus will be driving improvements to the JML process, coordinating with stakeholders, and ensuring all technology and access transitions happen efficiently and securely.

This is a 5-day on-site role based in our London Headquarters with some occasional travel to other Deliveroo offices and HOP & Editions sites to ensure consistency, gather insights, and champion service excellence. You will report to the Senior Platform Product Manager.

What You’ll Be Doing

Joiner, Mover, and Leaver (JML) Lifecycle Management

• Own and manage the end-to-end JML process, ensuring a smooth, secure, and well-communicated technology experience for all employees.

• Coordinate cross-functionally with Service Desk, People Team, Security, and Workplace Engineering to ensure timely provisioning and deprovisioning of accounts, devices, and access.

• Oversee hardware allocation and retrieval, ensuring assets are configured, tracked, and recovered efficiently.

• Manage onboarding logistics (hardware setup, account creation, access provisioning) for new joiners.

• Lead mover activities, ensuring access and hardware adjustments support internal role or location changes.

• Manage leaver workflows, including device collection, access removal, and e-waste handling.

• Identify friction points within the JML journey and propose process or tooling improvements.

• Partner with global counterparts to align JML standards, reporting, and service quality across regions.

Technical & Operational Support

• Provide hands-on support to Deliveroo employees for hardware, software, and access-related issues.

• Handle incident and request tickets, ensuring timely resolution and clear documentation.

• Configure and deploy laptops, mobile devices, and other workplace technology.

• Support asset lifecycle management, including hardware tracking, reverse logistics, and vendor returns.

Customer Experience

• Deliver exceptional, user-centric service by actively listening and addressing user needs.

• Proactively follow up on issues, educate users, and reduce recurring requests through knowledge sharing.

• Maintain and continuously improve internal Knowledge Base documentation to reflect accurate processes and guides.

Site Operations & Collaboration

• Act as a Site Operations partner, collaborating with stakeholders to identify operational pain points and feed insights into roadmap improvements.

• Serve as the on-site SME for critical tooling (e.g., JAMF, Intune, SOTI, Zebra workflows).

• Lead problem management efforts through incident analysis and continuous improvement projects.

• Support planning and implementation of product-led initiatives across HOP & Editions environments.

• Champion service enhancements using insights gathered from tickets, user feedback, and on-site assessments.

Requirements

• Proven experience managing Joiner, Mover, and Leaver (JML) processes, including access provisioning, hardware management, and user onboarding/offboarding.

• Strong understanding of asset management and hardware lifecycle processes.

• Experience supporting Google Workspace (G Suite), Apple macOS, Windows, and device management tools such as JAMF, Intune, or similar MDM platforms.

• Excellent customer service mindset and ability to proactively reduce user friction.

• Strong communication skills with an empathetic, collaborative approach.

• Basic knowledge of ITSM, project coordination, or process improvement practices.

• Flexibility to travel and support sites as required.

• Office-based, with flexibility depending on business needs.

Nice to Have

• Experience with Slack, Android, or AWS environments.

• Familiarity with Identity & Access Management tools.

• Knowledge of basic networking and AV systems.

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.