Lead Service Manager - Blue Yonder

4695 Broadford; Manchester; Hybrid; GBP 60,000 - 70,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday rising to 32

Pension up to 10% employer

Private healthcare

Onsite gym discount (Manchester HQ)

30% discount on Co-op products

Stream – early access to pay

Virtual health care

24/7 colleague support

Training and career progression

Cycle-to-work scheme

Job summary

Co-op is seeking a Lead Service Manager to own and drive the Blue Yonder services across retail and supply chain operations in a Manchester-based hybrid role. You’ll lead service stability, performance and continuous improvement, partnering with technical teams and external suppliers to deliver reliable outcomes for colleagues and customers.

You’ll manage incidents, risks and operational issues, run service reviews, governance, and reporting, and shape the future of our technology services.

Qualifications

• Experience with Blue Yonder applications and services in retail or supply chain contexts.
• Strong leadership and senior stakeholder management capabilities.
• Proven track record delivering service improvements and reliable operations.

Responsibilities

• Lead end-to-end management of Co-op's Blue Yonder services, ensuring stability and high performance.
• Act as primary service owner for incidents, risks and operational issues.
• Drive service improvement initiatives to improve quality and user experience.
• Develop and maintain relationships with technical teams, business stakeholders and suppliers.
• Lead service reviews, governance and operational reporting to meet business needs.
• Provide leadership across incident, problem, change and risk management processes.
• Support readiness, service design and transition activities to ensure resilience from day one.
• Use data and trends to inform decision-making and prioritisation.

Skills

Blue Yonder

Stakeholder management

Service improvement

ITIL/ITIL 4

Agile Service Management

DevOps / SRE

Leadership

Tools

Blue Yonder

Job description

Lead Service Manager - Blue Yonder
£60,000 to £70,000 plus private healthcare, pension with up to 10% employer contributions and many more great benefits (Work Level 5)
Manchester city centre - in this role you'll work in a hybrid way splitting your time between home and the office.
We're open to applications from people who may require flexible working arrangements. There'll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.

We're reshaping our Digital, Technology and Data function for the future, creating new opportunities, strengthening our capability, and building clearer, more resilient ways of working so we can deliver even better services for our Co-op, our colleagues, members and customers.
We're looking for a Lead Service Manager to join our Technology team and take ownership of our Blue Yonder services. You'll lead the management, performance, stability and continuous improvement of business-critical supply chain and retail technology services, helping ensure they deliver reliable outcomes for colleagues and customers across Co-op.

Why this job matters
Blue Yonder services play a key role in supporting critical retail and supply chain operations across Co-op. In this role, you'll help ensure these services remain reliable, resilient and continuously improving, working across teams and suppliers to deliver great service outcomes today while helping shape future technology capabilities for the business.

What you'll do
•Lead the end-to-end management of Co-op's Blue Yonder services, ensuring they're stable, secure and high performing
•Act as the primary service owner and escalation point for Blue Yonder-related incidents, risks and operational issues
•Drive service improvement initiatives to enhance service quality, reliability and user experience
•Develop and maintain strong relationships with technical teams, business stakeholders and third-party suppliers
•Lead service reviews, governance activities and operational reporting to ensure services continue to meet business needs
•Provide leadership and oversight across incident, problem, change and risk management processes
•Support operational readiness, service design and transition activities, ensuring services are supportable and resilient from day one
•Use service data, trends and insights to inform decision-making, prioritisation and continuous improvement activity

What you'll bring
We're committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you'll need to bring:
•Experience of Blue Yonder applications and services, with a strong understanding of how they support retail or supply chain operations
•Significant experience managing complex business-critical technology services in a service management or operational leadership role
•Strong stakeholder management and relationship-building skills, with experience influencing across technical and business teams
•Experience driving service improvement initiatives and delivering measurable outcomes for customers or colleagues
•A good understanding of service management frameworks and modern practices such as ITIL, ITIL 4, Agile Service Management, DevOps or SRE
We know some people may hesitate to apply if they don't meet every requirement. At Co-op, we're committed to building diverse and inclusive teams, so if you're excited about this role but your experience doesn't align perfectly, we still encourage you to apply.

Why Co-op?
At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:
•An annual bonus (based on personal and business performance)
•28 days holiday (rising to 32 with service) plus bank holidays
•A pension with up to 10% employer contributions
•Private healthcare
•Access to a subsidised onsite gym (at our Manchester HQ)
•30% discount on Co-op products and 10% off other brands
•Stream – early access to a percentage of your pay as you earn it
•Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
•24/7 colleague support service
•Training and support for your development and career progression
•Cycle-to-work scheme

A place you’ll belong
We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.
We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.
Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion