• Lead the maintenance and lifecycle management of facilities, plant and infrastructure across multiple depot locations. • Ensure full compliance with health, safety, environmental and industry regulations, including COMAH and DSEAR where applicable. • Develop and implement planned preventative maintenance programmes to maximise asset reliability. • Manage infrastructure upgrades, refurbishments and capital investment projects from concept through to completion. • Oversee contractor management, procurement and site access controls. • Maintain accurate asset registers, inspection records and compliance documentation. • Work closely with operations, engineering and SHEQ teams to support safe and efficient depot performance. • Identify opportunities to improve reliability, reduce downtime and enhance operational resilience. • Manage budgets, forecasts and cost control relating to facilities and infrastructure activities.

• Making sure that the delivery of the project is smooth by removing any obstacles and aligning the expectations of the stakeholders • Working daily with Solution Leads on the customer side to identify needs and opportunities within the project • Collaborating with other managers already on the projects and contributing to common deliverables • Facilitating and taking an active part in project roadmap discussions, also at a technical level • People management and team expansion activities • Visiting the Customer a few times a year (both in Europe and the US) • Identifying upsell and cross-sell opportunities

• Lead global support operations across North America (US/Canada), UK, Australia, US, Ireland, and Vietnam • Manage multi-shift support coverage and follow-the-sun models as required • Define, monitor, and continuously improve SLAs, KPIs, and performance scorecards • Oversee ticket triage, prioritisation, quality of resolution, and customer satisfaction globally • Act as the final escalation point for complex technical or operational issues • Foster a strong customer-service culture with high operational discipline • Own the full lifecycle of Windows, macOS, and mobile devices • Lead enterprise device management using Intune, Autopilot, and JAMF • Ensure consistent baselines for patching, configuration, compliance, and endpoint security • Oversee EDR, anti-malware, encryption, and secure policy enforcement • Drive automation for provisioning, deployment, monitoring, and remediation • Maintain hardened endpoint standards aligned with SOC 2 and ISO 27001 controls • Own global incident response from detection through resolution and recovery • Lead structured root cause analysis and ensure corrective actions are implemented • Partner with Security, Engineering, and Product to reduce operational and security risk • Coordinate change readiness, communications, and release impact management • Establish and maintain standards for support documentation, runbooks, and workflows • Lead continuous improvement of knowledge bases and internal wikis • Drive adoption of support automation, self-service tooling, and support bots to reduce ticket volume • Implement repeatable processes that ensure consistency across regions • Manage vendor contracts, renewals, SLAs, and performance reviews • Oversee device procurement, inventory planning, lifecycle management, and secure deprovisioning • Optimise vendor cost, quality, and service alignment • Own invoice tracking and reconciliation related to support tooling and hardware • Strengthen the support organisation’s observability and reporting posture • Own dashboards, operational analytics, and performance reporting to leadership • Use data analysis (e.g. SQL-based reporting, SSRS, observability tooling) to identify trends and improvement opportunities • Provide data-driven recommendations to improve service quality and reduce recurring issues • Partner with Engineering, Product, Security, and Business Operations to improve end-user experience • Provide project management and coordination support for rollout of new tools, applications, and systems • Collaborate with HR, Finance, and People & Culture on onboarding and workforce enablement • Lead and mentor regional Support Services teams across Canada, UK, and Australia • Provide coaching, regular 1:1s, feedback, and career development support • Build training programs and clear growth pathways for support engineers • Promote a culture of ownership, empowerment, and continuous improvement • Oversee queue health, backlog management, capacity planning, and workload balancing • Continuously improve ticket workflows, escalation paths, and communication practices • Maintain up-to-date runbooks, operational documentation, and service workflows • Foster strong feedback loops with engineering and builder teams • Ensure timely provisioning of hardware, applications, identity access, and support materials • Oversee secure offboarding, including device return, access removal, and data protection • Improve automation and HRIS integration designs to maintain a reliable source of truth • Deliver white-glove onboarding for executives and high-impact roles

• You will be responsible for leading the Integrations & Partnerships Engineering team within the Salon Ops domain of our product, including their overall health, productivity and impact. • You will work with Engineering Managers, Product Leads and other key stakeholders to understand and shape the overarching strategy. • You will work with your team to ensure an appropriate balance of new capabilities and technical maintenance is being carried out within each development cycle so that the technical health of the platform is conserved as the platform evolves • Help identify bottlenecks within the team, improve working processes, and ensure software delivery best practices are being used to our advantage • You will be responsible for tracking the progress outwards to the wider teams, ensuring new capabilities are released on time and to the required quality standards • You will champion the observability strategy within your team ensuring relevant service level objectives(SLOs) are set to measure and improve the system’s reliability. • Your team will have the correct monitoring tooling in place and proactively identify and address issues. • Drive a culture of quality within the team by establishing rigorous processes and methodologies. This will include maintaining high code quality standards, defining and implementing automated testing strategies and ensuring comprehensive test coverage for both new features and existing functionality. • There is going to be hands-on work here, as a leader of this team you are going to need to understand how things work, there will be times when you will need to contribute to the team's work, review code and support them in designing and building complex distributed systems. • You’ll help guide your team to design technical solutions that are appropriate in terms of scale, resilience and reliability. • You will have direct people management responsibilities for a scrum team. This will require you to: Have regular 1 to 1s with each person to ensure they are happy and engaged in their work, as well as to coach them through any problems they are wrestling with Provide regular feedback and periodic performance reviews Understand each person’s long-term aspirations, helping them to set goals and carve out opportunities for growth in their career that are aligned with those goals. • You will attend regular Product and Engineering management meetings, where you will have the opportunity to influence decisions that affect the entire engineering group. • You will report to the Head of Engineering of the Consumer group providing regular updates on progress and strategy while sharing any challenges the team may be facing where support is required. • You will help build our engineering brand by both talking about and sharing blog posts on the amazing work we do.