Service Management and Controls Lead  -  Enterprise Technology


About the Role:

The Deliveroo Enterprise Technology team conceives, designs, builds and sustains the internal tech services powering Deliveroo’s teams globally, as we transform the way customers eat. We continually drive service improvements and love to automate everything we can on our journey towards reliability. 


As the founding Leader of the new Service Management and Controls team, you’ll be working to help foster, drive and develop service management culture to better support our 4000+ employees, wherever they are. The team’s scope includes setting and upholding standards for Service Management, successfully engaging with customers and suppliers, managing specific business services directly (e.g. Deliveroo Editions), managing the ET budget, supplier management, procurement, purchasing, risk, ET Administration, audit & compliance engagement.  


People leadership is your driver and what motivates you in your role, surfaced through coaching, mentoring and collaboration.  Your main day-to-day focus will be on your people, your stakeholders & customers and your services. Challenging the status quo is expected.


What You'll Be Doing:

  • Be fully accountable for the vision, mission, strategy, operations and innovation in the Service Management and Controls domain.
  • Build out a function to execute against agreed vision including teams for Hop, Editions, Procurement, Controls, and Enterprise Service Management.
  • Continuously engage and align with senior leadership, stakeholders and external strategic partners to work towards a more seamless experience of Service Management.
  • Fostering collaboration within and between teams
  • Helping to build effective and visible team processes that enable high throughput
  • Supporting the team to roadmap and produce operational improvements
  • Maintain budget accountability over the focus area and administer for wider ET
  • Develop and Monitor analytics (qualitative and quantitative) of the focus area.
  • Actively seek feedback from users and key stakeholders.
  • Developing and maintaining a comprehensive service portfolio
  • Supporting local or regional office and individual business unit requirements in the area of footprint changes, legal and compliance requests, BCM and ITSCM events.
  • Identifying and addressing automation opportunities through coding and tools
  • Ensuring high-quality Runbook documentation is created and maintained
  • Acting as an escalation point for production issues that may occur outside of standard working hours

About You:

  • You live and breathe Service Management
  • Proven experience of leading, managing, mentoring and motivating a cross-functional team.
  • Confident in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organisation – subject matter experts, functional leads, C-Suite - and going well beyond transactional interactions.
  • Experience of championing service management and driving initiatives on it's adoption.  
  • A methodical and logical approach to problem solving with a sense of ownership
  • Driven, self-starter without requiring close supervision, collaborative, comfortable adapting to change and learning quickly in a dynamic organisation.
  • Excellent interpersonal skills
  • Deep understanding of service management (ITIL) 
  • A 'can do' mentality with strong motivational skills and the ability to react dynamically, effectively and efficiently to an everyday changing environment
  • A curious mind that explores all and every possibility for continuous improvement and the ability to think and act conceptually, analytically and hands-on based on hard and soft data
  • Excellent ability to develop and present proposals and reports backed with analysed and visualised data


We’re also interested in…

  • Experience of influence and partnership, both with and without direct authority over people
  • Exposure to some of the following:
    • SaaS software
    • Google Workspace (G-Suite)
    • Managing Mac/Windows end user computing.
    • Office Networking including wifi
    • Audio Visual and Meeting Room technology
    • IAM
    • ServiceNow
    • Atlassian suite including Jira
    • Data Studio
    • External Auditors
    • External regulatory bodies
  • Experience in creating insightful dashboards
  • Experience of creating feedback loops
  • Advanced ITIL certifications (v3 Expert / v4 Managing Professional)
  • Advanced education including MBA

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