About the Role:

The Deliveroo Enterprise Technology team conceives, designs, builds and sustains the IT services powering Deliveroo’s internal 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 excellence. 

 

This role is critical to the success of Deliveroo, getting our colleagues onboarded smoothly so they can do what they do best - build the definitive food company. Our relentless drive to improve means this role will not just be managing ‘as is’ and will evolve as you improve the onboarding and offboarding processes. You will report directly to the Head of Enterprise Technology Operations.

 

What You'll Be Doing:

  • Be the “Go To” for Enterprise Technology onboarding and fully own the activity. Make the ET side of onboarding a pleasure for new joiners and stakeholders.
  • Processing new joiner requests and ensure devices are ordered in a timely manner both personally and with the support of your team.
  • Identifying and remediating process gaps and pain points resulting in poor customer experience. 
  • Where failures occur, working with colleagues and stakeholders to identify the root cause of the failure and create & execute plans to remove the possibility of future failures.
  • Owning collaboration with device suppliers and asset management to ensure appropriate stock levels are maintained at all times.
  • Making individual onboarding status highly visible to hiring managers and stakeholders. Learn from stakeholders how to continually improve their experience. 
  • Developing methods to obtain feedback about the onboarding process after a period of time has passed to take customer feedback and develop improvement activities based on the feedback.
  • Improving end-to-end offboarding process including integration with Workday to automate. Offboarding of some individuals will be sensitive/confidential meaning we need to limit visibility of tracking, some offboarding may be urgent. 
  • Developing and reporting against agreed Service Levels
  • Producing high quality accurate forecasts for device demand, and dashboards to track actual device drawdown vs forecast, actual spend vs forecast etc
  • Collaborating closely with wider tech and business onboarding colleagues to further develop the onboarding experience for colleagues globally
  • Partnering with asset management and finance to ensure device availability and funding.

Requirements

  • Experience of influence and partnership, both with and without direct authority over people
  • Excellent data skills, including Spreadsheets and Google Data Studio
  • Experience automating repeatable processes to reduce manual toil with a strong preference for candidates with knowledge of one or more scripting languages (Python, Java, PHP etc).
  • Financially aware with experience working with finance teams to forecast spend.
  • Experience raising and managing purchase orders
  • Highly organised
  • Articulate and confident communicator at all levels
  • Detail oriented, able to spot errors in data quickly.
  • Passionate about customer service and experience, relentless in removing friction for users.
  • IT Service Management or technical project management knowledge/skills




We’re also interested in…

  • Hands-on, “roll up your sleeves” mindset, with a strong personality and ability to be a driver and change agent in an organisation
  • Lean/systems thinking approach to problem solving
  • Role Based Access Control/IAM knowledge
  • Exposure to any of the following technologies
    • ZenDesk / ServiceNow / Workday / Looker / Greenhouse
    • Enterprise End User Computing including Jamf/InTune
    • Google Workspace (G Suite) / Atlassian tools / Git
  • Relevant higher education and professional certifications



What you’ll get

  • Working with and implementing modern technology
  • Excellent benefits package, including equity in Deliveroo. We want all employees to be invested in the success of Deliveroo, so it’s only fair we give all employees the opportunity to own a part of the business.
  • Monthly lunch allowance on the 2nd Friday of each month
  • Free Deliveroo plus, with benefits such as free delivery on all orders
  • Twice yearly performance review to ensure your career is on the right track and enable progression opportunities. Yearly pay reviews to ensure you’re compensated accordingly.
  • Company bonus scheme
  • Flexible cost benefits such as healthcare, cycle to work





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