Senior Service Delivery Manager - Digital

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

Job summary

Costa Coffee is seeking a Senior Service Delivery Manager to oversee delivery of technological services supporting global operations. This hybrid role involves managing IT service delivery, optimizing customer experience, and ensuring compliance while fostering strong relationships across the organization. Join a brand passionate about progression and community impact.

Benefits

Share Investment Plan

Pension Scheme

Costa Financial Support Fund

50% discount in all Costa stores

Private medical cover

Qualifications

• Experienced Service Management professional with strong operational background.
• Ability to manage service lifecycle in a transforming environment.
• Practical experience in financial and budget management.

Responsibilities

• Own operational service delivery of critical technology applications.
• Manage third-party IT suppliers for essential capabilities.
• Ensure IT processes support SOX compliance and operational continuity.

Skills

Service Management

Operational Management

Relationship Management

Leadership

Problem Solving

Budget Management

Education

ITIL qualification

Job description

Senior Service Delivery Manager - Digital

Knaves Beech Business Centre, Davies Way, Loudwater, Wooburn Green, High Wycombe HP10 9QR, UK ● Wimpole St, Marylebone, London, UK Req #83206

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, apprenticeship schemes, 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 will ensure the delivery and maintenance of robust, resilient technology systems and services to support Costa’s global operations. It will also 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 saves you money on tax and national insurance, with contributions matched up to 10%
• The Costa Financial Support Fund for team members facing unexpected financial pressures
• 50% discount in all Costa stores, and 25% off in participating stores
• Private medical cover through our Healthcare scheme
• Explore more perks here: 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

As a Senior Service Delivery Manager, you will:

• Own the operational service delivery of critical technology applications and services within Costa’s Digital and Loyalty operations across multiple geographies.
• Manage third-party IT suppliers providing essential capabilities for IT systems and services.
• Oversee the customer experience for digital and loyalty services, including Service Desk performance, end-user computing, hardware/software asset management, and access controls.
• Ensure IT processes and controls support continuous SOX compliance, including general IT controls for permissions and privileged access.
• Measure and report KPIs to demonstrate system stability, reliability, and effectiveness.
• Provide out-of-hours support on a rota basis to ensure operational continuity.

Who you are

We’re interested in your unique skills:

• Experienced Service Management professional with strong operational background in complex environments.
• Ability to work flexibly and adapt within a maturing, transforming environment, managing the entire service lifecycle.
• Strong relationship management skills across all organizational levels.
• Leadership skills to develop scalable, globally-facing services and robust processes.
• Practical knowledge of ITIL practices, preferably with a formal qualification.
• Ability to challenge and resolve problems effectively.
• Practical experience in financial and budget management.

Location: Greater London – Hybrid

• Job Family UK_B Grade_SC
• Knaves Beech Business Centre, Davies Way, Loudwater, Wooburn Green, High Wycombe HP10 9QR, UK