Senior Service Delivery Manager

Costa Coffee; London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Costa Coffee is seeking a Senior Service Delivery Manager to ensure the delivery and maintenance of technology systems supporting business operations globally. The role involves managing IT services, enhancing customer experience, and ensuring compliance with ITIL practices. Join a passionate team dedicated to innovation and community impact.

Benefits

Share Investment Plan (SIP)

Smart pension matching contributions up to 10%

Costa Financial Support Fund

50% discount in all Costa-owned stores

Private medical cover

Qualifications

• Experienced Service Management professional in complex operational environments.
• Strong relationship management and leadership skills.
• Proficient in financial management and ITIL practices.

Responsibilities

• Operational service owner of critical technology applications and services.
• Manage third-party IT suppliers for system delivery and maintenance.
• Ensure compliance with IT processes and controls.

Skills

Service Management

Relationship Management

Leadership

Quality Service Management

Financial Management

Education

ITIL Qualification

Job description

Job Title: Senior Service Delivery Manager

This role ensures the delivery and maintenance of robust, resilient technology systems and services supporting Costa's global operations. It also involves supporting the Head of Technology Service and Operations in defining and delivering the Service Management strategy.

Why Join Costa?

We value passion, progression, and integrity, offering numerous perks such as share ownership, a comprehensive pension, financial support fund, store discounts, private healthcare, and more. We are committed to diversity, equity, and inclusion, shaping a positive and inclusive work culture.

Responsibilities

• Operational ownership of critical technology applications and services across multiple geographies.
• Managing third-party IT suppliers to ensure service quality.
• Overseeing customer-facing services, including Service Desk performance, end-user computing, hardware/software asset management, and access controls.
• Ensuring compliance with IT processes and controls, including SOX requirements.
• Measuring and reporting on KPIs to demonstrate system stability and effectiveness.
• Providing out-of-hours support on a rota basis to ensure operational continuity.

Candidate Profile

We seek an experienced Service Management professional with:

• Strong experience in managing technology services within complex environments.
• Excellent relationship management skills.
• Leadership skills to develop scalable, repeatable services.
• Practical knowledge of ITIL practices, preferably with a formal qualification.
• Financial management experience, including budgeting skills.

Location and Other Details

Location: London - Hybrid

Job Family: UK_B Grade_SC

Job Function: UK&I Support Centre - IT

Pay Type: Salary

Employment Type: Permanent

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