Reporting to the Head of Technology Customer Platforms, you’ll lead a high-performing team across Service Delivery and End User Compute, with accountability for the end-to-end performance of technology services experienced across the business. You’ll balance operational stability with continuous improvement, ensuring services are reliable during peak retail periods while also helping evolve how technology support is delivered into the future. This role blends technology leadership, commercial thinking, relationship management, and operational excellence. One moment you’ll be leading a major incident response, the next you’ll be partnering with vendors, driving service improvements, reviewing performance insights, or shaping future operating models. You’ll also play a key role in strengthening partnerships with strategic and offshore providers, ensuring delivery outcomes remain aligned to business expectations and customer experience. What you’ll be responsible for Leading Service Delivery and End User Compute functions across the Group  Driving IT service management maturity across Incident, Problem, Change, and Major Incident processes  Ensuring reliable, secure, and scalable end-user technology experiences across stores and support offices  Leading peak trading readiness and major incident management  Partnering closely with Store Operations and wider Technology teams to minimise disruption and downtime  Driving service transformation initiatives including automation, proactive support, and self-service capability  Managing strategic vendors, service partners, and offshore delivery relationships  Owning service and EUC budgets, commercial outcomes, and procurement engagement  Building strong leadership capability, accountability, and continuous improvement culture across the team 
