Who We Are
Science In Sport Group is a world leader in sports and performance nutrition.
We have two highly regarded brands; SiS which combines world-class science and innovation to provide optimal performance nutritional solutions for professional athletes, sports and fitness enthusiasts and the active lifestyle community. This includes over 320 professional teams worldwide across a broad range of sports including Football, Rugby, Cycling, Athletics, Basketball, Netball and Swimming. Brand ambassadors include former track cyclist Sir Chris Hoy, an eleven-time world champion and six-time Olympic champion, and Eilish McColgan, who won gold in the 2022 Commonwealth Games 10,000 metres.
PhD Nutrition is a premium, active-nutrition brand for the active lifestyle community wanting intelligent nutrition to help them achieve their goals. With over 20 years of research and development, our products are designed to maximise performance in and out of the gym. It’s an exciting time for PhD Nutrition as 2025 will kick off an entirely new line up of brand ambassadors, from hybrid athletes to qualified sports nutritionists.
The two brands sell through the phd.com and scienceinsport.com digital platforms, third-party online marketplaces including Amazon, as well as extensive domestic and international retail distribution.
In 2022 the company opened a state of the art 160,000 square foot manufacturing and logistics facility in Blackburn, Lancashire. Providing a significant advantage in product costs and customer response time and most importantly, allowing Science In Sport to lead the way for quality standards.
Science In Sport is the nutrition partner to globally recognised elite teams, including Tottenham Hotspur, Saracens Rugby, British Triathlon, Aquatics GB, British Cycling, England Netball and Loughborough Sports. As well as being the Official Energy Gel Provider of RunThrough and the Official Nutrition Partner of Ultra X.
The Role
The IT System & Application Manager is responsible for the stable, secure and effective running of day-to-day IT services across the business. This is a hands-on leadership role focused on business as usual technology operations, IT service management, infrastructure reliability, user support, supplier performance, cyber hygiene and operational IT controls. The role will ensure incidents, requests, changes, escalations, access, devices, systems and third-party support are managed in a structured and visible way. Working closely with the Director of Technology, the role will strengthen the operational foundations of the technology function, improving service quality, reducing disruption, supporting business users and ensuring IT services align seamlessly with the unique demands of our manufacturing and supply chain operations.
Benefits
The work - Your 4 most important responsibilities
- Business as usual IT operations and service reliability - Own the day-to-day running of IT services across users, devices, networks, infrastructure, applications, access, support queues, site and supply chain technology (including warehouse and production environments), and business-critical services. Ensure the environment is stable, secure, documented, monitored and fit for daily operation.
- ITSM and service desk management - Lead the IT service management rhythm, including incidents, service requests, problem management, change control, escalations, SLA performance, ticket ageing, root cause analysis, user communication and service reporting.
- Infrastructure, security and operational control - Maintain the operational control of Microsoft 365, identity and access, endpoint management, backups, patching, antivirus/EDR, asset and licence records, disaster recovery and business continuity processes.
- Team, supplier and commercial management - Manage the IT operations team (2 direct reports) and third-party support partners, ensuring clear ownership, strong communication, cost control, supplier performance, contract & budgetary discipline, and practical business support.
Accountability – what you are responsible for delivering
- Run reliable business as usual IT services and ensure operational issues are visible, prioritised, owned and resolved.
- Ensure high availability and rapid incident response for business critical operational systems, minimising downtime across supply chain and production facilities.
- Own the IT service desk operating model, including ticket triage, assignment, escalation, SLA discipline and communication with users.
- Lead incident management, including major incident coordination, business updates, post incident reviews and repeat issue prevention.
- Establish and maintain ITSM processes for incident, request, problem, change, knowledge and service reporting.
- Maintain joiner, mover and leaver processes, access reviews, device controls and accurate asset and license records.
- Oversee the maintenance, monitoring and improvement of infrastructure, networks, endpoints, core applications and third-party support arrangements.
- Own operational documentation, standard operating procedures, knowledge articles and clear support processes.
- Manage internal IT operations resources and third-party technology providers, including service quality, cost control, renewals and supplier performance.
- Support cyber security, GDPR and data protection controls through practical IT processes, awareness, access control and evidence. This role supports DPO activity but is not the appointed DPO.
- Provide hands-on technical support where needed, particularly for priority incidents, escalations, business-critical systems and operational blockers.
- Produce a regular IT service dashboard for the Director of Technology covering service performance, risks, incidents, change activity, suppliers and improvement actions.
Support the Director of Technology with transformation and technology roadmap activity by ensuring the business as usual environment is stable, controlled and ready for change.
Capability - the skills and behaviours required to do this job well
- A hands-on IT operations and service management leader who is comfortable managing people while still getting close to the detail.
- Strong understanding of ITSM and ITIL-aligned practices, including service desk management, incident, request, problem and change processes.
- Strong understanding of supply chain, logistics, or manufacturing workflows, allowing for effective communication with both frontline operational staff and technical vendors.
- Practical technical knowledge across Microsoft 365, identity and access, endpoint management, networks, infrastructure, backups, cyber controls and business systems support.
- Strong communicator who can explain issues clearly to users, operational teams, suppliers and senior stakeholders without overcomplicating the message.
- A calm, structured problem-solver who can manage pressure, prioritise well and bring order to operational issues.
- A strong people leader who can set expectations, manage outputs, coach the team and hold internal and external support resources accountable.
- Commercially aware, with the ability to manage suppliers, contracts, licences, budgets and technology spend in line with business value.
- Improvement mindset, with the ability to reduce repeat issues, simplify processes and make IT easier for colleagues to work with.
Performance – how you will know you are doing a great job
- Business as usual IT services are stable, secure and visibly managed, with fewer repeat issues and less disruption to the business.
- Service desk performance improves across ticket ageing, first response time, resolution time, SLA adherence, escalation quality and user satisfaction.
- Major incidents are managed calmly, communicated clearly and followed up with root cause actions that reduce recurrence.
- Change activity is controlled, documented and delivered without avoidable disruption to business operations.
- Security hygiene improves through patch compliance, MFA coverage, endpoint compliance, backup success, access reviews and better user awareness.
- Asset, licence, supplier and support documentation is accurate, current and easy to use.
- Third-party support partners are held to clear service expectations, with performance, cost and risk actively managed.
- The IT operations team has clear ownership, stronger routines and a practical improvement plan.
- The Director of IT has clear visibility of service performance, operational risk, supplier issues and business as usual improvement activity.
Specific metrics will be set when in role and will be reviewed and built upon regularly. Alongside this, you will be supported with a personal performance plan that will enable you to continue improving your own performance and impact.
Attributes – experience and mindset that will enable you to do well in this role.
- Experience managing hands-on IT operations, service delivery or IT support in a fast-moving business environment.
- Experience improving service desk discipline, ITSM processes, ticket ownership, user support and operational reporting.
- Comfortable being both a manager and a doer, with the judgement to know when to delegate and when to step in.
- Credible with frontline colleagues, operational teams, commercial teams and senior stakeholders.
- Proven experience managing IT operations within a manufacturing, distribution, logistics, or fast-moving consumer goods (FMCG) environment (Essential).
- Strong security, compliance and data protection mindset, with the ability to turn controls into practical ways of working.
- Passionate about continuous improvement, service quality and the role technology can play in supporting business performance.
- Interest in sport and performance is valuable, with an appreciation of the science-led and high-performance culture of the business.
- High ownership and a calm approach to problem solving.
Science in Sport Group is an equal opportunity employer; we value diversity and strive to cultivate an inclusive workplace. We do not tolerate discrimination of any kind in regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law. We fully support reasonable adjustments throughout our recruitment process, to provide an inclusive and welcoming recruitment experience.
