Analyst, Risk Intelligence

Analyst, Regional Security Operations Center Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Global Safety and Security team are the guardians of our marketplace, dedicated to protecting our people, assets, and reputation. From navigating complex global risks to implementing advanced security technologies and intelligence-led responses, we ensure a safe environment where our teams, partners, and customers can thrive with confidence. We’re looking for an Analyst to join our London team. This is an on-site role. In this role, you’ll serve as the frontline defense during emerging incidents, monitoring systems, executing SOPs, and applying analytical tradecraft to maintain operational resilience across the region. What You’ll Be Doing You’ll be joining the Regional Operations Center (ROC) team. The ROC operates in a high-tempo, 24/7 global operations environment, responsible for real-time monitoring, incident triage, and operational response to protect our people, assets, and operations. Here’s what your day-to-day might look like: * Operate the ROC in Real Time: Monitor dashboards, alerts, inbound reports, and open-source signals to identify security, safety, and operational incidents as they emerge. * Execute Incident Response: Triage incidents and execute standard operating procedures (SOPs) through accurate documentation, coordination, and information validation. * Apply Analytical Intelligence: Conduct initial fact-finding and source validation to distinguish signal from noise, providing clear operational context to support timely escalation. * Support Escalation and Handover: Escalate issues exceeding thresholds to management with structured, decision-ready information, and conduct disciplined shift handovers to ensure seamless continuous operations. * Contribute to Operational Excellence: Participate in drills, retrospectives, and continuous improvement efforts to strengthen ROC readiness and workflows. What You’ll Need to Thrive Essential * operations center experience: Demonstrated capability in a GSOC, ROC, SOC, or comparable 24/7 operations or incident response environment. * Strong understanding of incident management: Working knowledge of incident triage, escalation protocols, and operational playbooks under pressure. * Proven ability to communicate and document: Exceptional written and verbal communication skills to deliver clear, structured operational context to leaders and cross-functional partners. * Foundational analytical capability: Ability to assess information quality, track ongoing global events, and perform consistently with high attention to detail across rotating shifts. * Technical fluency and schedule flexibility: Comfort working across monitoring dashboards, ticketing systems, and communication platforms, with the flexibility to work rotating shifts as part of a 24/7 global operations model. Nice to Have * Basic OSINT familiarity: Experience using open-source tools and publicly available information to validate events and support situational awareness. * Relevant qualification: Bachelor’s degree or equivalent professional or military experience. Why Join Us? At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to: 🔧 Make a visible impact every day Your work directly improves experiences for customers, partners and riders. 🌱 Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility. 🧠 Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves. 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best. We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here.   Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.   Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.   We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.   If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.   If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Care Operations Manager - French Speaking Location: London, hybrid working with 3 days minimum in the office As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will collaborate with other departments to drive overall business success. Additionally, you will be expected to analyse operational data, identify areas for improvement, and implement strategies to enhance productivity and quality.   Responsibilities   * Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams * Work with multiple stakeholders (global and local) to own and manage day to day performance of service queues for customers, partners, and riders across multiple channels * Create business insights and targets to measure Care performance * Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required * Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required. * Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders * Manage the performance of our outsourced partner(s), identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in your markets * Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace * Relentlessly drive change - surfacing issues across Care operations, generating hypotheses, and landing improvements * You will present weekly, monthly and annual performance against Care action plans and objectives. * Participation in the 24/7 emergency on-call rota, which works out at being on-call roughly one week every quarter.   Requirements   * Fluent in French * 2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house). * Can prioritise effectively - leading on multiple project workstreams concurrently and independently * Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics * Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH) * Has an excellent verbal and written communication skills * Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi. * Takes personal accountability for quality and accuracy of work * Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.   Why 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.