Senior Service Delivery Manager - Digital

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

Job summary

A leading coffee brand is looking for a Senior Service Delivery Manager to oversee critical technology applications and enhance customer experience. This role involves managing third-party IT suppliers and ensuring compliance with service management processes. You will work flexibly, blending home and office work, and play a key role in supporting the operational strategy of the organization. The ideal candidate will possess strong relationship management skills, be adaptable in complex environments, and have experience in service management, preferably with an ITIL qualification. Join us at a pivotal moment in our journey to reshape coffee experiences globally.

Benefits

Share ownership plan

Pension contributions matching up to 10%

Financial support fund

50% discount in all stores

Private medical cover

Qualifications

• Experience in complex operational environments and adaptability.
• Strong skill in building relationships at all levels.
• Good leadership capabilities to develop processes.

Responsibilities

• Oversee business critical technology applications and services.
• Manage third-party IT suppliers for essential capabilities.
• Ensure excellent customer experience across digital services.
• Maintain compliance with IT general controls.
• Provide out-of-hours support for technology services.

Skills

Strong relationship management

Leadership skills

Quality service management

Proficient in financial management

Adaptable in complex environments

Education

ITIL qualification

Job description

And 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 the operation of Costa business globally. It will also support the Head of Technology Service and Operations to define and deliver the Service Management strategy. So, 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.

We're passionate about being a great place to work, where you can bring your unique self into our mix. We firmly support diversity, equity and inclusion, and continue to work with our teams to shape the future of our culture and values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players.

Benefits

• Own a piece of Costa's success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• 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
• Explore even more of our perks here: https://costaperks

Responsibilities

• The operational service owner of numerous business critical technology applications and services of varying scale and complexity used within Costa Digital and Loyalty business operations, extending to multiple geographies beyond the UK and Ireland.
• Providing operational management of third‑party IT suppliers who provide essential capabilities required for delivery and maintenance of IT systems and services.
• Responsible for the Costa customer experience across customer facing services within Digital and Loyalty operations, e.g., Service Desk performance, end‑user computing services, hardware and software asset management, access controls, and acting as the main point of escalation for IT issues for customers, partners and suppliers within your role remit.
• Responsible for delivering and completing IT processes and controls to ensure sustained and continuous SOX compliance within the role remit, e.g., effective operation of IT general controls for user permissions, privileged access, etc.
• Providing out of hours support on a rota basis to respond to and recover technology services that support key business operations.

Qualifications

• An experienced Service Management professional with strong working experience within complex operational environments, able to work flexibly and adaptably within a maturing and transforming environment.
• Strong relationship management skills, able to build and maintain strong working relationships at all levels within the organisation.
• Good leadership skills, capable of developing robust processes to support scalable, repeatable, globally facing services.
• Strong advocate for quality service management, able to apply practical knowledge and experience of ITIL practices and disciplines, preferably with a formal ITIL qualification.
• Proficient in financial management with practical experience of budget management.

Where you'll work

Right now, our Support Centre teams work flexibly, blending home working with in‑person time whenever it matters most. 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.

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 through new tech for the perfect pour, award‑winning campaigns, crunching the numbers, and developing the latest exciting menu item. We may be a global brand, but we haven’t forgotten our roots – the Costa Foundation and our fantastic community agenda help us change lives in coffee growing communities and help our local community too. We also want to help you grow in your career through amazing experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day‑to‑day.