ITSM Service Lead Tesco Mobile

Tesco; Welwyn Garden City; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retail company in the UK is looking for an experienced ITSM Service Lead. You will oversee IT service performance and enhancements, working closely with technical teams and business stakeholders in an Agile environment. Ideal candidates have a background in IT Service Management and strong knowledge of ITIL principles. This position offers a competitive package and an inclusive workplace culture.

Benefits

Annual bonus scheme

25 days holiday plus Bank holidays

Private medical insurance

6 weeks fully paid paternity leave

24/7 virtual GP service

Qualifications

• Proven experience in IT Service Management, ideally in a lead or senior role.
• Strong understanding of ITIL principles and service lifecycle management.
• Experience working in Agile environments (e.g., Scrum, Kanban).

Responsibilities

• Lead the end-to-end delivery of IT services and platforms within a designated tribe.
• Monitor service health and identify opportunities for improvement.
• Collaborate with stakeholders to align services with business needs.

Skills

ITSM experience

Agile methodologies

ITIL principles

Strong communication

Analytical skills

Education

ITIL Foundation certification

Tools

HaloITSM

Splunk

Job description

Tesco UK • Slough, Welwyn Garden City or Manchester • Permanent • Apply by 01-Nov-2025

We are looking for an experienced and motivated ITSM Service Lead to join our team. This role is ideal for someone who is passionate about delivering high-quality IT services, driving continuous improvement, and working collaboratively in agile environments.

You will be responsible for the performance, delivery, and ongoing enhancement of IT services across the organisation. You will act as a key link between technical teams and business stakeholders, ensuring services meet agreed standards and support business objectives.

What we offer

We're all about the little helps. That's why we make sure our Tesco colleague benefits package takes care of you - both in and out of work.

• Annual bonus scheme of up to 20% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Private medical insurance
• 26 weeks maternity and adoption leave (after 1 years' service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

Responsibilities

• Lead the end-to-end delivery of IT services and platforms within a designated tribe.
• Monitor service health and identify opportunities for improvement.
• Ensure services meet performance, availability, and quality targets, including cyber-specific measures.
• Lead ITSM processes such as Incident, Problem, Change, and Knowledge Management.
• Collaborate with stakeholders to align services with business needs and contractual obligations.
• Participate in Agile ceremonies and promote agile ways of working.
• Work with tooling teams to optimise ITSM platforms and identify opportunities for automation and self-service.

Requirements

• Proven experience in IT Service Management, ideally in a lead or senior role.
• Strong understanding of ITIL principles and service lifecycle management.
• Experience working in Agile environments (e.g., Scrum, Kanban).
• Proficiency with ITSM tools and platforms such as HaloITSM and Splunk.
• Strong communication, stakeholder engagement, and analytical skills.
• ITIL Foundation certification (minimum); Agile or Scrum certification is beneficial but not essential.
• Strategic thinker with a proactive approach.
• Comfortable working in dynamic, cross-functional teams.
• Passionate about service excellence and continuous improvement.

About us

Tesco Mobile is a 50-50 joint venture between Tesco and VMO2, established in 2003. We have grown to become the largest mobile virtual network operator in the UK, with over 5 million customers.

We care for human connection and we keep our customers at the heart of everything we do, which is why we've embraced the Agile way of working.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings.

We're a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.

We are committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process.