IT Operations Centre Manager 24 / 7
- Job Reference Code: R\-104891
- Employment Type: Full time
- Contract Type: Permanent
- Hours per Week: 42
- Salary: Competitive Salary plus benefits
- Closing Date: 20 September 2026
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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
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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.
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- 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.
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- 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.
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- 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.
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- 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.
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- 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.
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- 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.
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- 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.
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- 24/7 rotating shift pattern, typically including:
+ 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
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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.
Find your everything
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Location
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*Great Wilson Street, Leeds, West Yorkshire, United Kingdom, LS11 5AD*
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Why Asda?
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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
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Benefits you’ll only find here
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10% off Asda pet insurance
10% off selected Asda Pharmacy services
10% off Asda Tyres
10% off Asda Travel insurance
20% off Asda Mobile bundles
Free remote GP service
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Available to you, your partner and your children, 24/7, year round.
Pension
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Save for retirement with contributions paid into your pension account by you and Asda.
Free physiotherapy consultations
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Helping you and your partner take care of yourselves with 8 free sessions per year.
Colleague discounts
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15% off at our stores \- get discounts on groceries and George all year round.
Car cash allowance
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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
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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
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Find free emotional, practical, and financial support that’s fully confidential, through a helpline that’s available 24/7, year round.
Cycle to work
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Buy a bike through this scheme and save on tax and national insurance.
Financial support
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Find financial wellbeing tools and support, including the ability to stream your pay.
Free eye tests
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Head to our in store opticians for a free checkup and take care of your vision.
Bonus
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Sharing our success with a discretionary bonus scheme for salaried colleagues that really rewards your contributions.
Cancer support
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Guidance and support for you and your family, from before di
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