What will I be doing? 

THG is looking to recruit a Service Assurance Manager to work within our 24x7x365 Global Operations Centre (GOC) which acts as the eyes and ears of our organisation. The team is accountable for the proactive monitoring of websites, applications and services, for our processes such as Major Incident, Problem and Change Management and for the co-ordination of planned maintenance activities.

Reporting to the Head of our Service Delivery, the Service Assurance Manager will be responsible for owning and improving THG’s processes, delivering supporting tools, providing leadership and helping us to develop a world-class command and control function.

They will work cross-functionally to deliver these tools and processes, which are needed to minimise downtime and improve our operational efficiency. The candidate must be familiar with industry operational frameworks and have the operational “hands-on” know-how needed to deliver strategic results whilst facilitating BAU operations.

 

Responsibilities:

• Leverage technology and ITSM tooling to ensure operational communications (e.g. during Major Incidents) are timely, structured, and accessible to key stakeholders.
• Lead, drive, and chair investigation activities, meetings, and conference calls in a professional and outcome-focused manner.
• Own the production and quality of core service artifacts such as Post Incident Reports and root cause documentation, ensuring timely completion and effective follow-up.
• Define, report, and continuously improve OLAs, KPIs, and other performance metrics — using data to demonstrate service quality and drive actionable insights.
• Analyse and trend service data to proactively identify areas of risk and improvement, particularly in relation to Major Incident and Change activity.
• Act as the Senior Escalation Point and Incident Lead during Peak Command Centre operations and other critical trading or high-pressure events.
• Maintain, optimise, and develop ITSM toolsets and workflows — ensuring robust change and incident management governance, automation opportunities, and improved usability for operational teams.
• Work closely with operational and technical teams to identify and implement automation, improve service processes, and increase reliability.
• Support readiness for internal and external audits (e.g. ISO 27001, ISO 9001), ensuring consistent data capture, documentation standards, and traceability across the IPC lifecycle.

 

What skills and experience would I need?

• Proven experience operating, implementing, and maturing Major Incident, Problem, and Change Management processes within a high-availability environment.
• Strong knowledge of ITSM platforms (e.g., Service Desk Plus, Flow Service Management, ZohoDesk, Zoho Analytics), including workflow design, configuration, and reporting.
• Demonstrable experience in maintaining audit-ready processes, including traceability of changes, incident lifecycle governance, and compliance reporting.
• Strong communicator with excellent stakeholder management skills — able to lead confidently under pressure and work cross-functionally across business and technical teams.
• Experience working collaboratively with third-party suppliers, offshore teams, and internal product/engineering functions.
• Demonstrated success delivering Continual Service Improvements (CSIs) that have led to measurable outcomes.
• Ability to understand operational risks, challenge technical decisions where appropriate, and escalate early to protect service availability.
• Broad understanding of infrastructure, enterprise platforms, and ecommerce environments (advantageous but not essential).

What's in it for me?

Career Development

• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for Ingenuity? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.

 

 

 

 

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