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About the Role

The UK-Ireland - IT Service Manager will run IT-related projects and support in the region, enforcing global standards while handling local adaptations. This role collaborates closely with local Facility Team, Retail Ops, and key stakeholders to build and scale JOE in the UK & Ireland.

Responsibilities

• Lead regional IT projects end-to-end, including network rollouts, store expansion, ISP migration, identity management, and IT security initiatives.
• Plan and allocate resources to deliver projects on time and within budget.
• Organize hypercare sessions to ensure a smooth transition into business-as-usual operations.
• Act as the primary liaison between the IT function, senior management, regional business stakeholders, external partners, and Global HQ.
• Build strong working relationships to resolve operational IT issues quickly and keep stakeholders aligned on priorities, progress, and risks.
• Own service delivery for UK & Ireland operations, producing monthly performance reports and outlining Continuous Service Improvement (CSI) outcomes and next steps.
• Identify, lead, and document regional and global CSI initiatives across IT service delivery.
• Manage and escalate complex incidents and problems to suppliers and internal development teams.
• Manage relationships and performance of local and global IT vendors, ensuring services delivered meet business requirements, SLAs, and commercial expectations.
• Partner with our third-party vendor to provide ongoing IT support for retail locations and office environments.
• Ensure the vendor is delivering against SLA & KPI and build weekly reporting for MD.
• Provide approximately one-hour per day of on-site IT support.
• Manage end-to-end IT onboarding and offboarding for employees.

Requirements

• Proven track record in IT Service Delivery Management within a fast-growing retail and/or food & beverage environment.
• Strong understanding of network infrastructure, hardware, Microsoft Licensing, AzureAD, MDM system(s) such ad Intune or Hexnode/SOTI and secure configuration practices.
• Working knowledge of ITIL or comparable service management frameworks.
• Hands-on IT support background covering office equipment, network, and POS environments in retail.
• Practical experience with ITSM tooling such as Jira (or equivalent).
• A solid technical foundation that enables you to identify and drive IT Continuous Service Improvement opportunities.
• Excellent written and verbal communication skills.
• Ability to engage credibly with stakeholders at all levels, from store teams to senior leadership.
• Strong presentation and reporting skills, with the confidence to deliver to varied audiences on a regular basis (weekly/monthly).
• Strong analytical and problem-solving abilities.
• Pragmatic approach to navigating challenges and delivering successful project outcomes.
• Disciplined approach to documentation, ensuring solutions, decisions, and lessons learned are captured for future reference.

Skills

• Network rollouts
• Store expansion
• ISP migration
• Identity management
• IT security
• Project Management
• Stakeholder Management
• Service Delivery Management
• Continuous Service Improvement (CSI)
• Problem Management
• Vendor Management
• IT Support
• Incident Management
• Service Request Fulfilment
• Network infrastructure
• Hardware
• Microsoft Licensing
• AzureAD
• MDM system(s)
• Intune
• Hexnode/SOTI
• Secure configuration practices
• ITIL
• Service management frameworks
• ITSM tooling
• Jira
• Communication
• Presentation
• Reporting
• Analytical skills
• Problem-solving
• Documentation

Location

• UK Office
• 45 Dean Street, London

Work Type

• Full-time
• Travel can be expected as needed to facilitate the execution of projects in the local states but is not expected to exceed 30 to 60 days a year.

Experience Level

• Proven track record in IT Service Delivery Management

Benefits

• Paid pension plan
• Health insurance
• Parental leave
• Additional vacation

About the Company

• JOE & THE JUICE is a people-centric food and beverage company built around culture.
• We believe in four simple virtues: Positive Attitude, Inclusion, Social Ties, and Growth.
• We are an international network of Juicers who support each other, celebrate wins together, and push each other to grow.
• We offer a clear Moneyball career path, and most leaders have earned their stripes behind the bar.
• JOE & THE JUICE is a healthy fast-casual concept founded in Copenhagen in 2002.
• We have grown to more than 500 locations across 20 countries and now employ more than 4,500 people worldwide.
• Our ambition has been to prove that there should be no trade-off between taste and health.
• We serve high-quality, freshly prepared juices, shakes, coffee, and sandwiches in relaxed, contemporary concept cafés.
• We invest heavily in internal development through our Moneyball career system.
• We continue to evolve our people-centric and sustainability agenda that is part of our Nordic heritage and our commitment to a better future.