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IT Operations Centre Manager 24 / 7Technology
We are looking for multiple Service Operations Managers to join us. As the Service Operation Manager, you would be the senior operational leader on shift in the IT Command Centre, accountable for the real-time health, stability and performance of technology services during their shift period - including overnight, weekends and peak trading events.
The role ensures that incidents are detected, triaged and resolved quickly, that major incidents are managed decisively, and that the customer, colleague and business impact of any disruption is minimised.
This is an on-site (Leeds, West Yorkshire) based role and involves working rotating shifts to cover 24/7.
What You’ll Love
Shift Leadership & Command
- Act as the senior on-shift decision-maker for all Technology operational matters during the shift.
- Lead the IT Command Centre team on shift, including monitoring analysts, incident responders and duty roles.
- Chair shift stand-ups and checkpoint calls, ensuring clear priorities, ownership and next steps.
- Maintain real-time situational awareness across all critical services, particularly during overnight batch, replenishment, and early-morning trading readiness windows.
Incident & Major Incident Management
- Act as the on-shift Major Incident Manager, working alongside our partner to drive rapid restoration of service.
- Make judgement calls on escalation — waking senior leaders, engaging suppliers, invoking service continuity plans.
- Own customer, colleague and business impact assessment during incidents, ensuring the right level of response.
Monitoring & Event Management
- Ensure monitoring tools and dashboards are actively used and events acted upon promptly.
- Identify noise, false positives and monitoring gaps and feed them into continual improvement.
- Ensure overnight batch, EOD/SOD processes, replenishment jobs and store opening readiness are monitored and any exceptions handled proactively.
- Champion a "detect before customer detects" culture within the shift team.
Supplier & Partner Oversight
- Hold suppliers to account for response times, quality of engagement and SLA delivery during the shift.
- Escalate supplier performance issues into the daily governance cadence.
- Ensure supplier-led incidents are managed to Asda's standards.
Change & Release Oversight
- Provide shift oversight of in-flight changes and releases, particularly overnight deployment windows.
- Make go / no-go / rollback decisions where changes threaten service stability.
- Ensure failed or aborted changes are documented, communicated and handed over cleanly.
Communication & Stakeholder Management
- Provide clear, concise and timely communications to leadership, business stakeholders and impacted teams.
- Ensure a clean, structured handover to the incoming shift and to daytime leadership.
Continual Improvement
- Identify operational pain points, recurring issues and process weaknesses unique to the shift environment.
- Feed insights into Problem Management, Change Enablement and Practice Owners.
- Contribute to SOPs, runbooks and knowledge articles
- Drive shift-level improvements in monitoring, automation and toil reduction.
What You’ll Need
- Proven experience leading 24/7 IT operations, NOC or Command Centre environments.
- Strong Major Incident Management experience, including as on-call/on-shift MIM.
- Deep understanding of ITIL 4 practices — particularly Incident, Problem, Change Enablement, Monitoring & Event Management, and Service Continuity.
- Comfortable with high-pressure decision-making under ambiguity and time constraints.
- Excellent communication skills — able to switch between technical detail and executive summary.
- Strong supplier management experience, holding partners to account for delivery.
- Working knowledge of monitoring and observability tools (e.g. Dynatrace, Splunk, Grafana, ServiceNow ITOM).
- Experience with ServiceNow or comparable ITSM tooling as an operational user and leader.
Working Conditions
- 24/7 rotating shift pattern, typically including:
- Day shifts
- Night shifts
- Weekends
- Bank Holidays and key trading events
- Based on-site in the IT Command Centre
- Expected to participate in peak trading readiness and major event coverage, which may require flexing shift patterns
Everything you'll love
To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.
You will also get an excellent benefits package including:
Discretionary company bonus
Company pension up 1.5 times colleagues' contribution (Max 15%)
Company Car allowance of £8000
15% colleague discount in store and online
Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.
We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves
Find your everything
Apply here
Why Asda?
We’re a really values-led organisation. Our mission means we encourage everyone to be open and honest. We work creatively and collaboratively with each other, valuing everyone’s input. We get on with things, we make them happen. As so many people across the UK rely on us, we have to.
Our Creating Change for Better programme tackles the major challenges facing our business and society today and guides our efforts on where we can make the biggest difference by reducing our environmental footprint, creating healthier products and supporting our communities.
Big businesses like ours offer big opportunities. With more than 1,000 stores across the UK, from superstores and Asda Living to petrol stations, as well as depots and Express stores. £60m+ in revenue taken every day. We conduct £300m worth of transactions every week. Our website handles 2 million transactions a month. And 75% of the UK shop in Asda every year.
Rewards and Recognition
Free remote GP service
Available to you, your partner and your children, 24/7, year round.
Pension
Save for retirement with contributions paid into your pension account by you and Asda.
Free physiotherapy consultations
Helping you and your partner take care of yourselves with 8 free sessions per year.
Colleague discounts
15% off at our stores - get discounts on groceries and George all year round.
Car cash allowance
Eligible colleagues will receive a cash allowance as part of their benefits package. In addition, all salaried colleagues can choose to register for the Salary Sacrifice Electric Car scheme*.
(*Conditions apply)
Mortgage advice
Whether you’re a first-time buyer, renewing your mortgage, looking at buy to lets, or simply after some advice in getting a mortgage, get free* unbiased advice through the Mortgage Advice Bureau (MAB), one the UKs largest mortgage brokers.
Confidential support helpline
Find free emotional, practical, and financial support that’s fully confidential, through a helpline that’s available 24/7, year round.
Cycle to work
Buy a bike through this scheme and save on tax and national insurance.
Financial support
Find financial wellbeing tools and support, including the ability to stream your pay.
Free eye tests
Head to our in store opticians for a free checkup and take care of your vision.
Bonus
Sharing our success with a discretionary bonus scheme for salaried colleagues that really rewards your contributions.
Cancer support
Guidance and support for you and your family, from before diagnosis, to treatment and beyond.
Paid time off
From holiday to sick leave and other types of leave, such as parental leave.
Mental health support
Access free mental health support for you and your family.
Support and advice with care
If you’re supporting older family or friends with care and support, find free, confidential information, expert support, and guidance about later life care for your loved ones through the Legal & General Care Concierge service.
Hybrid working
To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots
Save money on every day spends
Access to hundreds of high-street discounted Vouchers, discounts on days out, gym memberships, airport parking, and more
Setting your loved ones up for the future
As part of the team, you’ll get life assurance.
Guaranteed contracted hours
All colleagues are guaranteed weekly contracted hours / guaranteed weekly shifts via their contract of employment which is agreed with the hiring manager.
Holiday buying
Once a year our salaried colleagues are able to buy up to 5 additional days holiday via salary sacrifice (subject to eligibility).
Everything that makes us different, makes us Asda
Our colleague-led inclusion networks, including our DisAbility, Race & Ethnicity, Women at Asda, LGBTQIA+, and our Wellbeing Network, are all about giving our colleagues a space to share their stories, experiences, and perspective. Supported by our dedicated Executive Ambassadors and led by our ten passionate co-chairs, our Networks help us make changes that make life better for every colleague.
Transforming communities and changing lives
Our stores, distribution centres, and head offices work in local communities across the UK – and we want to be a real part of making a difference for them. From our amazing 400 Community Champions to our charity, The Asda Foundation, we’ve got loads of ways to help local groups and charities. Our outreach programmes, grants, and Community Champions are all about listening to our communities’ needs – to shape projects and initiatives that will make a real impact for local people.
Our commitment to the Armed Forces
Here at Asda, we’re dedicated to helping the Armed Forces rediscover their everything after service. We guarantee interviews for people who have left service and meet the minimum criteria for a role, provide leave for reservists’ training, support for cadet training, and employment opportunities for their partners. And that’s why we have over a thousand new colleagues from the Armed Forces Service Leaver Community join us every year.
Technology roles
Our Technology teams thrive on transforming data into our own platforms and in-store solutions that give us more freedom in what we can do – and make a real impact across our business.
From a culture perspective, everybody is so friendly and really helpful and really kind of energised by the scale of the task here.
Robin,
Group Technical Delivery Manager for e-Commerce,
Leeds
Tech Awards
Nicole Tinnion named in Women to Watch Index 24
Nichole Tinnion - Senior Director in Asda Technology
An absolute honour to be listed in the Women To Watch Index for 2024. It’s the first time Technology and Engineering has had its own section and I couldn’t be prouder to have been put forward, never mind selected.
I am extremely lucky to have been surrounded by great people at Asda who I learn from every day, but also by those around me at home who make me a better human every day.
For anyone who thinks they can’t be their true self everyday and be successful, trust me, you can!
Work where it works
Here at Asda, we think that the best way to work is to do it where it works best. That’s why all of our teams who are able to work from home, work with each other to figure out a pattern that works for you all, and the business needs. So you can get the most out of work, whether that’s at home, the office, or both.