Senior Service Delivery Manager - Digital

Overview

Senior Service Delivery Manager – Digital at Costa Coffee. We’re reimagining coffee experiences in over 50 countries as part of the Coca-Cola System. This role will ensure the delivery and maintenance of robust, resilient technology systems and services to support Costa business operations globally and support the Head of Technology Service and Operations to define and deliver the Service Management strategy.

Costa is a global brand with a strong community focus through the Costa Foundation and our community agenda. We offer career development opportunities, apprenticeship schemes, and development programs to help you grow beyond day-to-day work.

Why Costa? We value passion, progression and integrity, and offer a range of perks to support our people.

• Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• A smart pension that saves you money on tax and National Insurance, with company contributions up to 10%
• The Costa Financial Support Fund to assist team members facing unexpected financial pressure
• 50% discount in all Costa-owned stores, and 25% off in other participating stores
• Private medical cover through our Private Healthcare scheme
• Further perks available; see (Use the "Apply for this Job" box below)./costaperks

We are committed to diversity, equity and inclusion and to shaping a culture based on Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players.

Being a Senior Service Delivery Manager is about more than delivering coffee to the world. It’s about driving real success across Costa Digital and Loyalty operations. You will:

• Serve as the operational service owner of numerous business-critical technology applications and services across Costa Digital and Loyalty, spanning multiple geographies beyond UK&I.
• Provide operational management of third-party IT suppliers delivering essential capabilities for IT systems and services.
• Be responsible for the Costa customer experience across customer-facing services within Digital and Loyalty operations, including Service Desk performance, end-user computing services, asset management, access controls, and act as the main escalation point for IT issues for customers, partners and suppliers within your remit.
• Deliver and maintain IT processes and controls to ensure sustained SOX compliance, e.g., IT general controls for user permissions and privileged access.
• Measure and report KPIs to evidence stability, reliability and effectiveness of key systems and services.
• Provide out-of-hours support on a rota basis to respond to and recover technology services that support key business operations.

We’re interested in your unique ingredients:

• Experienced Service Management professional with strong experience in complex operational environments and the ability to manage technology services across the full service lifecycle (strategy, design, transition, operation).
• Strong relationship management skills to build and maintain relationships at all levels within the organisation.
• Good leadership skills with the ability to develop robust processes for scalable, globally facing services.
• Advocate for quality service management with practical ITIL knowledge and ideally an ITIL qualification.
• Ability to challenge effectively to improve service quality.
• Proficient in financial management with practical budget management experience.

Location – Greater London – Hybrid

Davies Way
Wooburn Green
England
HP10 9QR

UK

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