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.
Qualifications
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.
Additional Information
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