Senior Service Delivery Manager

Costa Coffee; St Albans; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Annual discretionary bonus

Smart pension scheme up to 10% match

50% discount in all Costa-owned stores

Private medical cover

Job summary

Costa Coffee is hiring a Senior Service Delivery Manager to lead the operational performance of digital and loyalty platforms in St Albans. This critical role involves managing technology partners and ensuring seamless customer experiences across global markets.

Ideal candidates will have proven IT Service Management experience, strong leadership skills, and a passion for delivering high-quality digital services. Join us for flexible working arrangements, an annual bonus scheme, and benefits including private medical cover.

Qualifications

• Proven experience in IT Service Management within complex digital environments.
• Ability to manage services across the full lifecycle from strategy to live operations.
• Strong leadership capabilities with experience in operational excellence.

Responsibilities

• Lead the delivery and operational performance of Digital and Loyalty platforms.
• Manage strategic third-party technology partners and suppliers.
• Champion IT governance and compliance by embedding operational controls.
• Act as senior escalation point for major incidents and service issues.

Skills

IT Service Management

Digital platforms understanding

Leadership

Stakeholder management

ITIL frameworks

Education

ITIL certification

Job description

Senior Service Delivery Manager, Permanent

What you’ll do

• Lead the delivery and operational performance of critical Digital and Loyalty platforms that power Costa’s customer experience across multiple global markets.
• Own the resilience, stability, and continuous improvement of customer-facing technology services, ensuring secure, reliable, and seamless digital experiences for customers and teams alike.
• Manage strategic third‑party technology partners and suppliers, driving service excellence, accountability, and high‑performing support for key business systems and services.
• Champion IT governance, security, and compliance by ensuring robust operational controls, access management, and SOX‑compliant processes are embedded across services and platforms.
• Act as a senior escalation point for major incidents and service issues, providing leadership during critical events and supporting the ongoing evolution of Costa’s global technology operations.

Who you are

• Proven experience in IT Service Management within complex, fast‑paced digital and technology environments, with the ability to manage services across the full lifecycle from strategy and design through to live operations and continual improvement.
• Strong understanding of customer‑facing digital platforms and services, with a passion for delivering reliable, secure, and seamless digital experiences at scale.
• A collaborative relationship builder who can confidently partner with stakeholders, suppliers, and technical teams across all levels of a global organisation.
• Strong leadership and mentoring capabilities, with experience driving operational excellence and developing scalable, repeatable service management processes.
• A passionate advocate for high‑quality service delivery, with strong practical knowledge of ITIL frameworks and service management best practices; ITIL certification is desirable.
• Commercially aware with experience managing budgets, balancing operational priorities, and making informed decisions that support both business performance and customer experience.

So, why Costa?

• Own a piece of Costa’s success by becoming a share owner in Coca‑Cola with our Share Investment Plan (SIP)
• An annual discretionary bonus scheme, based on business results and individual contribution.
• A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10%
• The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure
• 50% discount in all Costa‑owned stores, and 25% off in other participating stores
• Private medical cover thanks to our Private Healthcare scheme
• And that’s not all. Explore even more of our perks here: https://bit.ly/costaperks

Location – Where you’ll work:

Right now, our Support Centre teams work flexibly, blending home working with in‑person time whenever it matters most – whether that’s a team moment, a creative session, or simply coming together to share ideas.

We’re excited to be moving into a new home for our brand in St Albans in January 2027 – an inspiring space from which our Support Centre teams will work three days a week to connect and collaborate in‑person to bring our bold ambition to life.

For any reasonable adjustments and general queries, please get in touch with [e-mail]