ITSM Service Lead Tesco Mobile

Tesco UK; Welwyn Garden City, Manchester, Slough; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading grocery and retail company seeks an experienced ITSM Service Lead to enhance IT services. You will oversee service delivery and improvement while ensuring alignment with business needs. Ideal candidates have ITIL certification, experience in Agile methodologies, and strong analytical skills. This role offers a chance to work collaboratively in a dynamic team environment in Welwyn Garden City.

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.
• Ensure services meet performance, availability, and quality targets.

Skills

IT Service Management

Agile methodologies

Communication

Stakeholder engagement

Analytical thinking

Education

ITIL Foundation certification

Tools

HaloITSM

Splunk

Job description

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.

Key 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.

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 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.