Head of Technology Operations

Overview

At MECCA, technology operations are essential to the smooth daily functioning of the business. When managed effectively, technology remains stable, responsive, and unobtrusive to teams that depend on it.

The Core Technology team integrates Domain, Platform, and Technology Operations capabilities to deliver and maintain MECCA’s technology framework. Domain teams handle business-facing systems across Retail, Supply Chain, Merchandise, Finance, and People, while Platform teams provide infrastructure, security, and core services. Technology Operations is responsible for service stability, responsiveness, and supporting daily business activities across Technology and Digital divisions.

Role Summary

The Head of Technology Operations will spearhead the strategy, execution, and ongoing refinement of MECCA’s technology operational functions. This role includes accountability for performance, resilience, and cost efficiency across Technology Operations, including end-user computing, service delivery, and operational service quality in Retail, Distribution Centre, Omnichannel, and Support Centre environments.

As a senior leader within Core Technology, this permanent position works closely with Domain and Platform leads and partners with business leaders to translate operational insights and risks into actionable recommendations. The position represents Technology Operations in senior and executive-level meetings.

Key Responsibilities

• Lead and develop Technology Operations to ensure stability, scalability, and alignment with business objectives.
• Drive excellence in Service Desk, Level 2 support, workplace technology, and management of incidents, problems, and services.
• Collaborate with Technology, Digital, Data & Analytics, and business stakeholders to enhance service performance and support strategic initiatives.
• Manage operational tools, automation, and workplace technology to improve efficiency and user experience.
• Oversee service performance, SLAs, operational reporting, vendor partnerships, budgets, and commercial results.
• Ensure operational resilience during major incidents and peak trading times.
• Build and nurture high-performing teams promoting accountability, collaboration, continuous improvement, and customer focus.

Candidate Requirements

• Extensive leadership experience in Technology Operations within complex, business-critical settings, covering service delivery, Service Desk, and operations.
• Proven ability in evolving operational teams into efficient, high-achieving units through model improvements, process streamlining, automation, and ongoing enhancements.
• Experience elevating operational maturity, boosting service reliability, and developing scalable support frameworks that emphasize proactive resolution.
• Capacity to manage diverse operational teams including Service Desk, Level 2, and workplace technology, while fostering team development and collaboration.
• Strong strategic acumen to challenge norms, establish clear operational visions, and drive transformational outcomes.
• Excellent communication and stakeholder engagement skills, adept at balancing priorities and managing complex discussions across technology and business leadership.
• Proven experience overseeing operational budgets, vendor performance, commercial objectives, and service metrics.
• Skill in analyzing operational insights, risks, and recurring problems to implement measurable improvements.
• Background in retail, distribution, omnichannel, or other customer-focused environments is highly desirable.
• ITIL certification is mandatory; tertiary qualifications in Technology, Information Systems, or related fields are preferred.

Working at MECCA

The company emphasizes a #CustomerFirst ethos fostered by a diverse team embodying MECCA’s values: solution orientation, innovation, collaboration, adaptability, and enjoyment at work.

• Access to professional development and digitized learning programs.
• Health and wellness initiatives.
• Recognition and reward schemes.
• Bonus and incentive opportunities.
• Quarterly product allowances and generous discounts for employees and immediate family.
• A culture that celebrates and supports team members throughout their tenure.