Director, IT Operations – UK & Europe

  • London, England, United Kingdom
  • IT
  • Full-Time

Job role: Director, IT Operations - UK & Europe

Location: UK, London

Who You’ll Work For

REEF’s mission is to connect the world to your block.

We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences.

With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America.

Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way.

What You’ll Do

The Director, IT Operations – UK & Europe is responsible for providing management, oversight and strategic leadership to the IT organization and UK/EU business groups. This includes, but is not limited to, the overall support and deployment of REEF ecosystem components that directly relate to; IT operations, PARCS operations, vessel operations, revenue collection, network connectivity, video monitoring, and any other IT based related technologies.

The Director role is responsible for ensuring the IT group is providing first class support and service to the REEF organization with specific responsibility for IT operations in the UK and Europe. The role is responsible for creating and actioning strategic plans and objectives related to the IT group. This includes the creation of technology roadmaps that align with the over-all strategic direction of the organization, creation of management KPIs and dashboards that effectively measure SLA data for the entire group, and ensuring ongoing alignment with the larger IT Operations and IT Security Operations groups.

The candidate must be highly organized and have excellent time management skills, this includes an ability to clearly plan, prioritize & execute within an agreed upon timeframe. They must possess excellent network architecture, network security, and network hardening skills. A good working understanding of PCI compliance process and procedures is also required. The candidate will have a results-oriented focus and will be accountable for delivering of IT deployment initiatives and creation of a regionalized IT support capability.

What You’ll Do:

  • Create, update and enhance IT support procedures and policies.
  • Plan and execute preventative maintenance activities and initiatives.
  • Drive best practices, operating/service excellence, and process improvement across revenue control related infrastructure functions
  • Align IT support capability with expanding business operations in the UK and Europe
  • Establish and maintain end-to-end processes to drive down cycle time, improve revenue control system availability, and efficiency.
  • Maintain comprehensive knowledge base of all REEF revenue control and payment processing systems and processes, inventory, supply chain, plus associated problems and enhancement requests.
  • Apply gained SME knowledge for all aspects of in scope equipment and systems.
  • Establish and measure vendor SLAs to ensure service levels are met or exceeded.
  • Oversee the support, enhancement and development of IT Services related to all aspects of business activity.
  • Inform and participate in Research and Development initiatives as a result of industry specific strategic findings and developments.
  • Provide input into annual budget planning and project cost estimation for technology refresh and migrations related to revenue control and processing.
  • Manage and maintain the compliance status of parking equipment being deployed, including: Pay Stations; Point of Sale terminals; PARCS equipment; ecommerce infrastructure.
  • Manage vendor/partner relationships and manage technical issues and escalations with vendors on products and services.
  • Participate in vendor and service provider negotiations relating to functional, value chain, and pricing considerations.
  • Maintain relationships with internal Operations and business user community, plus other IT groups to ensure systems’ operational efficiency and stability.

What We are looking for:

  • 4 -Year Degree (Computer Science, PM or similar IT degree a plus)
  • Ten plus years’ experience in Management of IT Operations and Delivery Services
  • Experience with Network Design and Architecture, VLAN structure, Sub-netting and System Integration technologies and requirements
  • Experience with PCI DSS 3.2 compliance standards
  • Experience with Change Management
  • Solid understanding of business applications and technologies used by small to mid-size companies
  • Excellent written and verbal communication skills
  • Excellent problem-solving and mediation to quickly resolve technology issues to the company’s benefit
  • Experience with logistics and inventory management
  • Bachelor’s degree in computer science, information systems, or systems management; an applicable certification is important
  • Background in Food & Beverage industry and strong understanding of online ordering and delivery systems
  • Robust interpersonal and communication skills, with a strong customer service focus
  • A disciplined approach with high attention to detail, creativity and innovation
  • Ability to work under strict timelines and un-supervised                                                                                                                          

What We'll provide:

  • Competitive Salary and equity
  • Bonus
  • Private Medical
  • Gym Allowance

REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.