Senior Service Delivery Manager

Costa Coffee Professional; London; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading company in the coffee industry seeks a Senior Service Delivery Manager to oversee critical technology services and ensure operational excellence. This role involves managing IT suppliers, maintaining compliance, and enhancing customer experiences. Ideal candidates will have strong service management experience, leadership skills, and ITIL knowledge.

Benefits

Share Investment Plan (SIP)

Pension scheme with employer contributions

Costa Financial Support Fund

50% discount in Costa stores

Private medical cover

Qualifications

• Experience in Service Management within complex operational environments.
• Proven leadership skills to develop scalable services.
• Knowledge of ITIL practices.

Responsibilities

• Owning the operational service of critical technology applications.
• Managing third-party IT suppliers.
• Ensuring excellent customer experience across services.

Skills

Service Management

Relationship Management

Leadership

Problem Solving

Financial Management

Education

ITIL Qualification

Job description

At Costa Coffee, we are what we craft. We’re reimagining coffee experiences in over 50 countries and counting, as a key part of the Coca-Cola System. Whether you get your coffee in a store, from a machine, at home, or on the go – we’ve got you covered.

Our teams make a difference. Whether that’s working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing the latest exciting menu item; together, we stir up success.

We may be a global brand, but we haven’t forgotten our roots. That’s where the Costa Foundation and our community agenda come in. Whatever your role, you can help us change lives in coffee growing communities and support your local community too.

We also want to help you grow in your career through our apprenticeship scheme and development programmes. At Costa, you can go beyond the day-to-day.

As a Senior Service Delivery Manager, you will ensure the delivery and maintenance of robust, resilient technology systems and services to support Costa's global operations. You will support the Head of Technology Service and Operations in defining and delivering the Service Management strategy.

Why Costa?

We didn’t become a global coffee brand by sitting back. When you work here, you join a community that values passion, progression, and integrity, with some pretty brilliant perks:

• Own a piece of Costa’s success through our Share Investment Plan (SIP)
• A pension scheme that offers tax and national insurance benefits, with up to 10% employer contributions
• The Costa Financial Support Fund for team members facing unexpected financial pressures
• 50% discount in Costa stores, 25% in participating stores
• Private medical cover through our Healthcare scheme
• And more perks available here: https://bit.ly/costaperks

We’re passionate about being a great place to work, supporting diversity, equity, and inclusion, and shaping our culture around our core values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge, and Trusted Team Players.

Responsibilities

• Owning the operational service of critical technology applications and services within Costa’s Away From Home (AFH) business and Data sphere across multiple geographies.
• Managing third-party IT suppliers providing essential capabilities for IT systems and services.
• Ensuring excellent customer experience across customer-facing services, including Service Desk performance, end-user computing, hardware/software asset management, and access controls.
• Maintaining IT processes and controls to ensure SOX compliance, including IT general controls for permissions and privileged access.
• Measuring and reporting KPIs to demonstrate system and service stability and effectiveness.
• Providing out-of-hours support on a rota basis to respond to and recover from technology incidents.

Ideal Candidate

• Experienced in Service Management within complex operational environments, with practical knowledge of managing the entire service lifecycle.
• Strong relationship management skills at all organizational levels.
• Proven leadership skills to develop scalable, repeatable, and globally facing services.
• Knowledge of ITIL practices, preferably with a formal qualification.
• Ability to challenge and solve problems effectively.
• Financial management experience, including budget oversight.

Location: London – Hybrid