IT Service Manager - UK IT London

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

This role is hands on but strategic. It will focus 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.

You'll be:

• Leading and managing local IT operations and support across the UK, ensuring business continuity and system performance.
• Ensuring UK Users are onboarded and set up efficiently, regardless of location (i.e., on site or remote).
• Overseeing IT service delivery, incident resolution, problem management, and service improvements.
• Driving continuous improvement across support processes, documentation, self service, and user experience.
• Responsible for the UK elements of Enterprise Architecture (Hardware, Software and systems).
• Coordinating and delivering UK based IT projects, ensuring alignment with timelines, business needs, and quality expectations.
• Working closely with global IT teams to ensure UK considerations are represented in system changes and new initiatives.
• Mentoring and coaching junior IT staff, fostering a culture of continuous learning and professional development.
• Collaborating with senior stakeholders to align IT initiatives with business and commercial priorities.
• Representing IT in customer facing scenarios, including partner integrations, service escalations, and solution presentations.
• Ensuring UK IT operations are compliant with global security standards, policies, and regulatory requirements.
• Supporting ERP, CRM, and other business critical systems, ensuring regional requirements are met.
• Managing local IT vendor relationships, procurement, budgeting, and cost optimisation.

You'll have:

• 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 with 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 with 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 with the ability to translate technical concepts into business terms.
• Experience with IT vendor management and procurement processes.
• The ability to balance day to day IT Operations with the ability to drive strategic IT projects that support growth and innovation successfully.
• The ability to lead by example, communicates with clarity and empathy, and thrives in a collaborative, fast paced environment.
• A passion for mentoring and a customer first mindset is essential.
• A strong ethos in open and transparent communications, sharing risks early with ideas and plans for mitigation.