Site Operations Specialist

About the TeamAt Deliveroo, we have a strong foundation in delivery, which is the core of our business. We are now revolutionising the concept of service delivery, shifting our focus beyond customer satisfaction to creating an exceptional and proactive user experience, even for the smallest issues. This role plays a key part in that transformation. You’ll work closely with cross-functional groups such as Network, AV, Security, and Service Desk. While addressing support tickets will remain an important part of the role, our ultimate goal is to move beyond transactional service delivery toward insights-driven, high-impact operational support. About the RoleWe are seeking a highly motivated Site Operations Specialist who will not only act as a key contributor to daily IT support operations but will also take on Site Operations responsibilities that drive improvements across our tools, processes, and user experience. This is a 5-day on-site role based in our Milan office, with regular travel to other Deliveroo offices and HOP and Editions sites to ensure alignment, gather insights, and champion service excellence across our footprint. You’ll report directly to the Senior Platform Product Manager. What You’ll Be DoingTechnical & Operational Support Provide hands-on support to Deliveroo employees on hardware, software, and access-related issuesHandle incident and request tickets, ensuring timely updates, prioritisation, and clear resolution documentationConfigure and deploy laptops, mobile devices, and workplace technologySupport asset lifecycle management, including hardware tracking, reverse logistics, and e-waste handlingCustomer Experience Deliver high-quality, user-centric service by actively listening and proactively addressing user pain pointsFollow up on requests and educate users to reduce recurring issuesMaintain and improve documentation in the internal Knowledge BaseSite Operations Responsibilities Act as a Sitet Operations partner collaborating with stakeholders to identify friction points and feed insights into the product roadmapServe as the on-site SME for critical tooling (e.g. SOTI, Zebra workflows, JAMF, Intune)Lead problem management through incident analysis and continuous improvement projectsSupport planning and implementation of product-led initiatives across Hop & Editions environmentsChampion service enhancements through data-driven insights gathered from on-site visits and ticket analyticsSite Responsibilities – HOP & Editions Regularly travel to Hop and Editions sites to: Assess IT setup, infrastructure, and user needsServe as the primary IT contact for on-site employeesCoordinate local projects, hardware installs, and support improvementsCollaborate with Service Desk, Enterprise Networks, AV, Security, and Real Estate teams to plan and deliver seamless experiencesLiaise with third-party vendors for equipment upgrades, maintenance, and on-site supportLead or support site-based initiatives and rollout effortsRequirementsFluent in EnglishExperience supporting Google Workspace (G Suite), Apple macOS, Windows, and associated tooling (e.g., JAMF, Intune)Strong customer service mindset with a passion for reducing user frictionUnderstanding of joiner, leaver and mover processes, asset management, and hardware provisioningBasic knowledge of ITSM or technical project management practicesExcellent communicator with a proactive and empathetic approach to supportAbility to travelOffice basedFlexible working pattern where requiredNice to HaveExperience with: Slack, Android, AWSIdentity & Access ManagementNetwork fundamentals or AV systemsExperience in task coordination or team leadership rolesWhy Deliveroo Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas. Workplace & Benefits At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information. Diversity At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry. We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.#J-18808-Ljbffr