Senior Service Delivery Manager

Costa Coffee; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Join a leading coffee brand as a Senior Service Delivery Manager, ensuring robust technology systems support global operations. Your role will involve managing IT services, enhancing customer experience, and leading operational excellence. Enjoy a supportive community focused on growth and diversity.

Benefits

Share Investment Plan

Pension with matched contributions

Financial Support Fund

50% discount in Costa stores

Private medical cover

Qualifications

• Experience in Service Management within complex operational environments.
• Strong relationship management skills at all organizational levels.

Responsibilities

• Owning operational services for critical technology applications globally.
• Managing third-party IT suppliers providing essential capabilities.
• Ensuring excellent customer experience across customer-facing services.

Skills

Service Management

Relationship Management

Leadership

Problem Solving

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 experiences, apprenticeships, and development programs. At Costa, you can go beyond the day-to-day.

As a Senior Service Delivery Manager, there’s never been a better time to join. This role ensures the delivery and maintenance of robust, resilient technology systems and services to support Costa’s global operations. It also supports 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 that saves you money on tax and insurance, with contributions matched up to 10%
• The Costa Financial Support Fund for team members facing unexpected financial pressures
• 50% discount in Costa stores, 25% in other participating stores
• Private medical cover through our Healthcare scheme
• Explore more perks: https://bit.ly/costaperks

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

What you’ll do

The Senior Service Delivery Manager role involves:

• Owning operational services for critical technology applications across Costa’s AFH business and Data sphere, globally.
• Managing third-party IT suppliers providing essential capabilities.
• 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 for SOX compliance, such as user permissions and privileged access.
• Measuring and reporting KPIs to demonstrate system and service stability and reliability.
• Providing out-of-hours support on a rota basis for key business operations.

Who you are

We’re looking for someone with:

• Experience in Service Management within complex operational environments, with practical knowledge of the entire service lifecycle.
• Strong relationship management skills at all organizational levels.
• Leadership skills to develop scalable, repeatable, and globally facing services.
• Practical knowledge of ITIL practices, preferably with a formal qualification.
• Ability to challenge and solve problems effectively.
• Experience in financial management and budgeting.