Service Operations Lead - Manchester, United Kingdom - DELIVEROO

Description

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders.

We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable.

We are a technology-driven company at the forefront of the most fast expanding industry in the world. Here at Deliveroo we excel at delivery, after all, it is at the core of our business. Service delivery is no exception. That's why we are changing the way service delivery works. We are creating a TechBar team to help improve the impact we have on the business.

We want you to bring your experience to help shape what the TechBar should look like and how it should operate.

We have no legacy tech meaning the tech we get is only going to get better and we aren't fixing Windows 95 problems.

We are investing in our tech and working with some creative tools across RPA and service delivery.

You will report directly to the Head of Operations for Technology and Engineering and will be an on-site role working from our Manchester office.

Provide Technical Support to Deliveroo staff:

You will be in the office assist employees or customers with technical issues related to hardware, software, access management, and other IT systems.

Ticket Management in ServiceNow:
You will use ticketing systems to log, track, and prioritise support requests.


Customer Service:
You should aim to deliver excellent customer service by listening to users' concerns and communicating clearly.

You will contribute to and maintain a knowledge base (Confluence and ServiceNow), which serves as a repository of common issues and their solutions.

Hardware and Software Setup :

You will help set up hardware devices (laptops and mobile devices), software applications, and other IT equipment for our clients.

Training and User Education :

You will collaborate with other ET team members, such as JML, Workplace Engineering, Network and Security to resolve complex issues and implement system improvements.

Asset Handling :
Management and care of laptops and mobile phones utilised by employees within the organisation.

This includes tasks such as inventory tracking, hardware and software configurations, troubleshooting, maintenance, and ensuring security measures to safeguard sensitive data.

Support India Service Desk
You will be the backup for the service desk team in times of outage, or high-volume/backlog of tickets. Login and support them during India National Holidays/festivals so that the India team can spend time with their families.
Google Workspace (G Suite), Apple products, Windows experience are important for this role

You will have a knowledge of supporting Google Workspace (G Suite) and experience with MacOS and Windows and supporting technologies, such as JAMF and Intune and Git
Chromebooks, ZenDesk / ServiceNow / Data Studio, Slack, Android, AWS,Networking Identity and Access Management, Python or any other programming language
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.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be.

All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a fast-growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process.