Head of Technology Operations

About the role

MECCA depends on technology operations that are reliable, fast to respond, and mostly invisible when everything is working as it should. The Core Technology function combines Domain, Platform, and Technology Operations capabilities to run MECCA’s technology environment. Domain teams support business systems across Retail, Supply Chain, Merchandise, Finance, and People, while Platform teams provide foundational services such as infrastructure, security, and core technology services. Technology Operations keeps these services stable, responsive, and fit for daily use across Technology and Digital.

As Head of Technology Operations, you will own the strategy, delivery, and ongoing improvement of MECCA’s technology operations. Your remit includes performance, resilience, and cost efficiency across end-user computing, service delivery, and operational service performance in environments that support Retail, Distribution Centre, Omnichannel, and Support Centre operations.

This is a permanent senior leadership position within Core Technology. You will work alongside Domain and Platform Leads, collaborate with business leaders, turn operational performance and risk into clear recommendations, and represent Technology Operations in senior and executive discussions.

What you'll do

• Shape and lead Technology Operations across the business so services remain dependable, scalable, and aligned with company priorities.
• Improve operational performance across Service Desk, Level 2 support, workplace technology, incident handling, problem resolution, and service management.
• Work closely with Technology, Digital, Data & Analytics, and business stakeholders to lift service quality and support strategic programs.
• Oversee operational tools, automation, and workplace technology capabilities to improve efficiency and the employee experience.
• Manage service performance, SLAs, reporting, vendor partnerships, budgets, and commercial results.
• Maintain operational resilience and ensure readiness for major incidents and peak trading periods.
• Develop strong teams and foster accountability, collaboration, continuous improvement, and customer focus within Technology Operations.

What you'll bring

• Extensive leadership experience in Technology Operations within complex, business-critical environments, with deep exposure to service delivery, Service Desk, and operations.
• A strong track record of improving operational teams through operating model uplift, process improvement, automation, and continuous improvement.
• Experience building operational maturity, increasing service reliability, and designing support models that encourage proactive issue detection, management, and first-contact resolution.
• Hands-on leadership of multi-tier teams across Service Desk, Level 2, and workplace technology, with a focus on capability building and collaboration.
• Strategic thinking with the confidence to challenge current approaches, define a clear operational direction, and deliver transformation outcomes.
• Excellent communication and stakeholder management skills, including the ability to balance competing priorities and handle complex discussions with technology and business leaders.
• Experience managing budgets, vendor performance, commercial outcomes, and service metrics.
• The ability to turn operational data, recurring issues, and risks into practical improvements and measurable results.
• Experience in retail, distribution, omnichannel, or another customer-focused environment will be viewed favourably.
• ITIL certification is mandatory, and tertiary study in Technology, Information Systems, or a related field is preferred.

Benefits and culture

MECCA describes its culture as one focused on customers, with teams expected to be solutions-oriented, innovative, collaborative, adaptable, and able to enjoy the journey along the way.

• Professional development programs and a strong digital learning offering
• Health and wellbeing initiatives
• Recognition and reward programs
• Access to bonus and incentive schemes
• Quarterly product allowance
• Generous employee discount for you and your immediate family, plus a product allowance, subject to company policy

MECCA also notes that team members are regularly celebrated and made to feel part of the broader company story.