At Holland & Barrett, technology plays a vital role in helping us support millions of customers and colleagues every day. From stores and warehouses to digital platforms and support functions, our IT Operations teams keep the business moving.

We're looking for a Service Operations Team Lead to join our IT Operations function and lead a high-performing support team across a complex, fast-paced environment. This is a hands-on leadership role where you'll combine technical expertise, people leadership and operational excellence to deliver outstanding support experiences across our retail, warehouse and digital estates.

You'll help shape a proactive, customer-focused support culture while driving continuous improvement, capability development and service reliability across the team.

Location & working arrangement

Nuneaton, United Kingdom | Full-time

We offer hybrid working, with an expectation that you'll be present at our Nuneaton office for a minimum of 2 days per week. 

What you'll be doing

• Leading the day-to-day delivery of IT support services across multiple business areas
• Managing workload allocation, resource planning and operational performance across the team
• Acting as a senior escalation point for complex technical issues and operational incidents
• Driving high-quality incident and service request management from triage through to resolution
• Leading QA activity, coaching and mentoring to support colleague development and performance
• Owning and improving knowledge management processes, documentation and support materials
• Monitoring service metrics, analysing trends and identifying opportunities for improvement
• Supporting automation and self-service initiatives to improve efficiency and user experience
• Building strong relationships with suppliers, vendors and internal stakeholders across the business

What you'll bring

• Hands-on experience in a Service Desk or IT support environment
• Strong understanding of Microsoft technologies, IT systems, software support and ITIL principles
• Experience managing triage, ticketing systems and multi-channel support services
• Proven ability to deliver QA, coaching, mentoring and team development at both team and 1:1 level
• Confidence resolving technical issues and coordinating work allocation across support teams
• A customer-first mindset with a focus on delivering high-quality support experiences
• Experience creating and maintaining support documentation and knowledge resources
• A proactive approach to improving service reliability, user experience and operational performance
• Strong analytical skills, with experience using service metrics and trends to drive improvement
• Experience supporting major incidents and acting as an escalation point when required
• Ability to build strong relationships with suppliers, partners and internal stakeholders
• Experience supporting consistent service delivery across multiple sites, both remotely and on-site

Benefits

• 33 days holiday, including bank holidays
• Holiday purchase scheme
• Private medical insurance – single cover
• 24/7 Virtual GP access
• Annual free at-home health testing kit (after 6 months' service)
• Access to our Employee Assistance Programme and Mental Health First Aiders
• Workplace pension with 5% employer contribution
• Life assurance (2x salary, after 6 months' service)
• Annual bonus (subject to company and individual performance) up to 10%
• £50 colleague product allowance on Holland & Barrett products (after 6 months' service)
• 25% colleague discount, available in store and online, with free delivery on online orders
• Free Wellhub membership, with discounted access to gyms, studios and wellbeing apps
• Cycle to Work scheme
• Access to cashback and discounts from a wide range of retailers

About Holland & Barrett

Holland & Barrett is one of Europe's leading health and wellness retailers and the largest in the UK. For more than 150 years, we've been trusted by our customers to help them live healthier, happier lives.

We're here to make wellness simple, accessible and personal — combining expert advice, high-quality products and a passion for helping every body feel their best.

Inclusion & accessibility statement

At Holland & Barrett, we value diversity and are committed to creating an inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from people of all backgrounds, experiences and perspectives.

If you need any adjustments or support during the recruitment process, please let us know and we'll be happy to help

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