Site Operations Specialist at Deliveroo

Milan, Lombardy, Italy

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, TechnologyIndustries

Requirements

Fluent in English
Experience 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 friction
Understanding of joiner, leaver and mover processes, asset management, and hardware provisioning
Basic knowledge of ITSM or technical project management practices
Excellent communicator with a proactive and empathetic approach to support
Ability to travel
Office based
Flexible working pattern where required

Responsibilities

Provide hands-on support to Deliveroo employees on hardware, software, and access-related issues
Handle incident and request tickets, ensuring timely updates, prioritisation, and clear resolution documentation
Configure and deploy laptops, mobile devices, and workplace technology
Support asset lifecycle management, including hardware tracking, reverse logistics, and e-waste handling
Deliver high-quality, user-centric service by actively listening and proactively addressing user pain points
Follow up on requests and educate users to reduce recurring issues
Maintain and improve documentation in the internal Knowledge Base
Act as a Site Operations partner collaborating with stakeholders to identify friction points and feed insights into the product roadmap
Serve as the on-site SME for critical tooling (e.g. SOTI, Zebra workflows, JAMF, Intune)
Lead problem management through incident analysis and continuous improvement projects
Support planning and implementation of product-led initiatives across Hop & Editions environments
Champion service enhancements through data-driven insights gathered from on-site visits and ticket analytics
Regularly travel to Hop and Editions sites to assess IT setup, infrastructure, and user needs
Serve as the primary IT contact for on-site employees
Coordinate local projects, hardware installs, and support improvements
Collaborate with Service Desk, Enterprise Networks, AV, Security, and Real Estate teams to plan and deliver seamless experiences
Liaise with third-party vendors for equipment upgrades, maintenance, and on-site support
Lead or support site-based initiatives and rollout efforts

Skills

Hardware Support

Software Support

Laptop Configuration

Mobile Device Deployment

Asset Management

Incident Management

Ticket Resolution

Knowledge Base Maintenance

Service Desk

User Support

Deliveroo

Online food delivery connecting customers and restaurants

About Deliveroo

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.

London, United KingdomHeadquarters

2013Year Founded

$1,569.6MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

5,001-10,000Employees