IT Service Manager - UK
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For a quarter of a century, the Jellycat family has brought joy, wonder and playful fun to people of all ages around the world. Utterly original and in a class of their own, they are among the most loved and collected toys. Their whimsical expressions, soft fabrics and the way they sit in your hand make each one magical and unmistakable.
This role is hands‑on but strategic, focusing on mentoring talent, delivering projects on time and within budget, and aligning IT initiatives with commercial and business needs. The IT Service Manager will serve as a key liaison between IT and business stakeholders, ensuring effective communication and collaboration across global and matrixed teams.
Responsibilities
* Lead and manage local IT operations and support across the UK, ensuring business continuity and system performance.
* Onboard and set up UK users efficiently, regardless of location (on‑site or remote).
* Oversee IT service delivery, incident resolution, problem management and service improvements.
* Drive continuous improvement across support processes, documentation, self‑service and user experience.
* Own the UK elements of Enterprise Architecture (hardware, software and systems).
* Coordinate and deliver UK‑based IT projects, ensuring alignment with timelines, business needs and quality expectations.
* Work closely with global IT teams to represent UK considerations in system changes and new initiatives.
* Mentor and coach junior IT staff, fostering a culture of continuous learning and professional development.
* Collaborate with senior stakeholders to align IT initiatives with business and commercial priorities.
* Represent IT in customer‑facing scenarios, including partner integrations, service escalations and solution presentations.
* Ensure UK IT operations comply with global security standards, policies and regulatory requirements.
* Support ERP, CRM and other business‑critical systems, ensuring regional requirements are met.
* Manage local IT vendor relationships, procurement, budgeting and cost optimisation.
Qualifications
* Demonstrated experience mentoring and developing junior talent.
* Proven ability to communicate effectively with senior stakeholders and external partners.
* Strong hands‑on experience in IT support, systems administration or service delivery roles.
* Understanding of ITIL practices such as Incident, Problem, Change or Service Request.
* Proactive communication skills and the ability to build trust with colleagues and stakeholders.
* Experience guiding or mentoring others, even informally (e.g., coaching peers, knowledge sharing).
* Ability to translate business needs into practical and user‑focused IT solutions.
* Familiarity with IT operations across SaaS, cloud, endpoint management, identity/access and networking fundamentals.
* Strong organisational skills and the ability to coordinate workload and manage priorities.
* Experience supporting eCommerce and wholesale operations in a fast‑paced environment; retail experience is a distinct advantage.
* Excellent, proactive communication skills converting technical concepts into business terms.
* Experience with IT vendor management and procurement processes.
* The ability to balance day‑to‑day IT operations with strategic IT projects that support growth and innovation.
* Lead by example, communicate with clarity and empathy, thrive in a collaborative, fast‑paced environment.
* A passion for mentoring and a customer‑first mindset.
* A strong ethos in open and transparent communication, sharing risks early with mitigation plans.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Retail
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