IT Operations Manager

We’re ASOS. We blend our flair for fashion with our love of cutting- edge technology, but more importantly we’re interested in how we can bring the best out of you. We exist to give people the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you’re free to be your true self without judgment, and channel your creativity into a platform used by millions.

We are seeking an experienced IT Operations Manager with a strong focus on eCommerce to lead the IT operations of our eCommerce platforms. In this role, you will drive the development of a business operations function, building the capabilities and practices needed to align IT operations with eCommerce-specific KPIs, observability, metrics, and insights.

This is a unique opportunity to influence and shape the evolution of our Enterprise Operations Hub, enabling it to deliver operational excellence and support our business growth.

Key Responsibilities

eCommerce IT Operations Management

• Lead the operational management of eCommerce systems, ensuring availability, performance, and reliability.
• Monitor and optimise systems to meet specific KPIs.
• Identity and implement observability practices providing insights into platform health.

Business Operations Function Development

• Build a business operations function focused on metrics-driven insights and operational efficiency.
• Establish and embed metrics and dashboards to monitor system health and business impact.
• Collaborate with stakeholders to align Tech operations priorities with ASOS strategic goals.

Incident and Problem Management

• Oversee the resolution of major incidents with a focus on minimising downtime and customer impact.
• Lead root cause analysis and implement corrective actions to prevent recurrence of issues.
• Drive proactive problem management using data-driven insights and observability tools.
• Mature the blameless post-mortem process alongside PDTs and establish a framework for corrective actions to be aligned on product roadmaps. 

Change and Release Management

• Ensure smooth and risk-free deployment of changes to eCommerce platforms through robust change and release processes.
• Partner with development teams to accelerate delivery cycles while maintaining stability.
• Develop and mature change policies to support a culture of continuous improvement and innovation.
• Increase change awareness for experiments developed by product development teams, ensuring alignment with operational standards and minimising risk.

Operational Metrics and Insights

• Define and track metrics such as error rates, bag abandonment, latency, and user satisfaction.
• Use analytics and insights to recommend improvements to platform performance and user experience.
• Drive continuous improvement initiatives to enhance platform stability and customer satisfaction.

Leadership and Team Development

• Build, mentor, and lead a high-performing enterprise operations team with a focus on operational excellence.
• Foster a culture of accountability, innovation, and customer focus within the enterprise operations function.

Collaboration and Stakeholder Management

• Work closely with product areas & groups to align IT operations with business priorities.
• Serve as the key point of contact for IT operations, providing regular updates and insights to stakeholders.

Technical Skills and Experience

• Extensive experience managing IT operations for eCommerce platforms.
• Strong knowledge of observability tools and practices (e.g., Application Insights, Grafana & New Relic).
• Proven ability to monitor, report, and improve eCommerce-specific KPIs.
• Familiarity with CI/CD pipelines and agile release management practices.
• Experience with cloud platforms like Azure.

Leadership and Operational Expertise

• Demonstrated ability to build and lead operational teams in fast-paced environments.
• Strong analytical and problem-solving skills, with a focus on using data for decision-making.
• Experience driving transformation within IT operations to align with business priorities.

Soft Skills

• Excellent communication and stakeholder management skills.
• Ability to work collaboratively with technical and non-technical teams.
• Strong customer focus and a passion for delivering exceptional user experiences.

Preferred Qualifications

• ITIL Foundation Certification (v3 or v4).
• Previous experience managing operations for global eCommerce platforms.
• Advanced knowledge of web technologies, performance monitoring, and observability.

What's in it for you?

• Competitive salary, pension, and private medical care scheme
• Performance related bonus
• Flex benefits allowance - which you can chose to take as extra cash, or use towards other benefits
• 25 days paid annual leave + an extra day for your birthday
• Employee discount (hello ASOS discount!)
• Tech Develops - our internal tech focussed skills development programme to focus on your personal growth as a technologist
• Opportunity to represent ASOS at industry leading events
• Opportunity to help shape and drive our DE&I initiatives in Tech (like our WIT movement and Diversity mentoring in Tech)
• Opportunity to make an impact from day one and work with the latest in cutting edge of technology