At Holland & Barrett, we're on a mission to make health and wellness a way of life for everyone. As our Service Operations Team Lead, you'll play a vital role in keeping our technology services running smoothly across stores, warehouses, digital platforms and support teams.
This is a hands-on leadership role where you'll combine technical expertise, people leadership and service improvement to help deliver reliable, high-quality IT support across the business. You'll lead a talented team, drive operational excellence and help create a proactive, customer-focused support experience for every colleague who relies on our technology.
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 and developing the Service Operations team, creating a culture of collaboration, accountability and continuous improvement
* Managing day-to-day service desk operations, including workload allocation, queue management and service performance
* Acting as a senior escalation point for complex technical issues and major incidents
* Driving high standards across ticket quality, customer communication and SLA performance
* Delivering coaching, mentoring and training to support colleague growth and technical capability
* Owning knowledge management processes, ensuring documentation and support guides stay accurate and accessible
* Using service metrics and insights to identify trends, improve user experience and strengthen service reliability
* Working closely with internal teams, suppliers and partners to deliver a seamless support experience across multiple locations
What you'll bring
* Experience leading a technical service desk or IT support function
* Strong understanding of IT service management and ITIL principles
* Confidence managing incidents, escalations and service delivery in fast-paced environments
* A collaborative leadership style with experience coaching and developing teams
* Strong communication and stakeholder management skills
* A proactive mindset with a focus on continuous improvement and customer experience
* Experience working with Microsoft technologies, ticketing systems and support tools
* The ability to balance hands-on technical support with operational leadership
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
#LI-Hybrid
#LI-CM