Job Description 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.