• Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients. • Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies. • Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data. • Lead Service Delivery Management XTIUM-Client governance cadence, including regular operations reviews and SLA reporting. • Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow. • Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives. • Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables. • Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies. • Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management. • Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients. • Provide leadership to ensure XTIUMs portfolio of services is aligned with clients' business needs and transformation programs. • Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle. • Provide input into programs, policies, and procedures for continuous improvement of XTIUM IT managed services.

• Managing the North America Retail maintenance function across all shops, including oversight on direction, strategy, supporting workload, feedback, reviews, development, and creating and managing budgets. • Effectively managing and developing the Repairs and Maintenance team (2) to ensure they meet the needs of the business and are effective in their work • Project managing maintenance project works in shops across North America. • Managing Tenders; FM providers to larger works in shops. • Overseeing external management systems, ensuring reactive calls are logged and planned maintenance is booked and organized within service level agreements across shops. • Targeting large monetary savings in yearly contracts and reactive vs planned costs. • Work closely with Finance on forecasting and budgeting for North America Retail shops. • Managing appraisal submission for maintenance CapEx works required / improvements. • Supporting the Sustainability team in using our 3rd party remote Energy Management System with monitoring and diagnostics, where applicable. • Main point of escalation for any issues with vendors and contractors. • Quarterly contractor reviews to assess quality of work, share feedback and review performance. • Contractor management; ensuring insurances, policies and standards align with company requirements and ethical standards. • Reviewing Risk and Method Statements and supporting permits to work for contractors where required. • Collaborating with other teams to source sundries / store design items as needed and in accordance with Lush’s ethical purchasing standards. • Supporting larger shops and flagship locations with additional maintenance requirements and support to local teams handling day-to-day maintenance. • Visiting shops and buildings across North America to carry out maintenance checks and provide support. • Continuously supporting and guiding shops, buildings and and support teams, promoting a culture of accountability and continuous improvement • Supporting core Lush sustainability goals through collaboration with the Earthcare team, including working to reduce energy and water waste, improve efficiency, decarbonize operations and support regenerative and circular materials systems.

• Own the full lifecycle of epics: define statuses, manage valid transitions, and ensure epics are accurately structured, labelled, and up to date at all times • Together with the Engineering team continuously improve the process for working with epics, including ticket types, labelling conventions, content standards, and formatting • Prioritize tasks for the team and adjust scope and ticket types as project requirements evolve • Manage scope changes at both the project and individual task level, ensuring impact is assessed and communicated • Plan team capacity and workload when new projects are initiated, balancing priorities across concurrent deliveries • Estimate resource requirements and negotiate deadlines with project managers to ensure realistic and achievable commitments • Act as the link between the development team and a wide range of stakeholders: collect ETAs, validate them, and communicate progress clearly • Provide regular progress reporting on development timelines within projects, giving clear visibility to all stakeholders • Prioritize the team's backlog continuously, provide justified and transparent priorities, and align them with the product manager • Build and improve collaboration processes with project managers and external partners • Engage with the product vertical on business topics, acting as a bridge between delivery and product strategy • Prepare guidelines and documentation for other teams explaining how the MIT (Monetization IT) team operates • Run daily stand-ups and keep the team's rhythm consistent • Co-facilitate retrospectives with the tech lead and drive continuous improvement • Organize team activities and maintain a positive team atmosphere, including non-technical retrospectives, celebrations, and team-building moments • Champion Agile/Scrum practices, facilitating sprint planning, retrospectives, and continuous improvement cycles

• Managing the North America Retail maintenance function across all shops, including oversight on direction, strategy, supporting workload, feedback, reviews, development, and creating and managing budgets. • Effectively managing and developing the Repairs and Maintenance team (2) to ensure they meet the needs of the business and are effective in their work. • Project managing maintenance project works in shops across North America. • Managing Tenders; FM providers to larger works in shops. • Overseeing external management systems, ensuring reactive calls are logged and planned maintenance is booked and organized within service level agreements across shops. • Targeting large monetary savings in yearly contracts and reactive vs planned costs. • Work closely with Finance on forecasting and budgeting for North America Retail shops. • Managing appraisal submission for maintenance CapEx works required / improvements. • Supporting the Sustainability team in using our 3rd party remote Energy Management System with monitoring and diagnostics, where applicable. • Main point of escalation for any issues with vendors and contractors. • Quarterly contractor reviews to assess quality of work, share feedback and review performance. • Contractor management; ensuring insurances, policies and standards align with company requirements and ethical standards. • Reviewing Risk and Method Statements and supporting permits to work for contractors where required. • Collaborating with other teams to source sundries / store design items as needed and in accordance with Lush’s ethical purchasing standards. • Supporting larger shops and flagship locations with additional maintenance requirements and support to local teams handling day-to-day maintenance. • Visiting shops and buildings across North America to carry out maintenance checks and provide support. • Continuously supporting and guiding shops, buildings and and support teams, promoting a culture of accountability and continuous improvement. • Supporting core Lush sustainability goals through collaboration with the Earthcare team, including working to reduce energy and water waste, improve efficiency, decarbonize operations and support regenerative and circular materials systems.