Service Desk and Operations Manager

Tesco Technology; Welwyn Garden City; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Tesco Technology seeks a Service Desk and Operations Manager to lead and enhance service delivery within operations. This role demands the ability to manage large teams, drive performance, and establish strategic relationships. Join us to help craft innovative solutions and ensure excellence in customer service.

Benefits

Annual bonus scheme of up to 20% of base salary

Holiday starting at 25 days plus a personal day

Private medical insurance

26 weeks maternity and adoption leave at full pay

Free 24/7 virtual GP service

Qualifications

• Proven track record in service delivery and operations.
• Experience leading and developing large teams.
• Strong understanding of service operations connections.

Responsibilities

• Deliver service as per agreed KPIs and represent operations in governance meetings.
• Build high-performance teams focused on excellent customer service.
• Serve as the ultimate escalation point for people, process, and technology issues.

Skills

People Management

Leadership Skills

Excellent communication skills

Analytically strong

Education

ITIL certification

Lean Six Sigma certification

Tools

ZenDesk

Cisco TP

Microsoft MTR

Condeco

Cloud

ITSM tools

Job description

Join to apply for the Service Desk and Operations Manager role at Tesco Technology

Join to apply for the Service Desk and Operations Manager role at Tesco Technology

About the role
Service Senior Managers are an effective leader responsible for overall performance of Service /Operations. You drive transformation based on data within your teams and liaise with peers in delivering consistent service. You manage larger teams, supervise managers and maintain a good balance of technical and management expertise. You support, enable and drive the performance of managers in delivery of their targets and excellent customer service.
You will be responsible for




















• Deliver service as per agreed KPI and represent Service /Operations in governance meetings with stakeholders
• Build a high-performance team capable of delivering an excellent customer service through improved responsiveness, communication, professionalism, and knowledge of the systems
• Build strong relationship within Technology and with suppliers externally
• Be a leader in coming up with innovative solutions to simplify the problems with intuitive, closed loop and high-level engagement
• Strong understanding of services that and Operations support and how these are connected together
• Shape the strategy by planning, executing and measuring the service levels
• Stand as the ultimate point of escalation with respect to people, process and technology issues
• Ensure that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested


You will need
• ITIL or Lean Six Sigma certification
• IT Asset management and IT Assets Life Cycle
• ZenDesk, Chatbot, Cisco TP, Microsoft MTR, Condeco, Cloud, ITSM tools
• People Management
• Leadership Skills
• Excellent communication skills
• Excellent Presentation skills
• Analytically strong


Whats in it for you?
We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Hereto find out more!

• Annual bonus scheme of up to 20% of base salary


• Holiday starting at 25 days plus a personal day (plus Bank holidays)


• Private medical insurance


• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave


• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About Us
Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you. We work in a more blended pattern - combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Retail

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