Service Manager - Food Online & Membership Platforms

Co-Op Company; Manchester; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension with up to 10% employer

Private healthcare

onsite gym access

Staff discount 30%

Stream – pay access

Virtual healthcare

24/7 colleague support

Training & development

Cycle-to-work

Job summary

Co-op is reshaping its Digital, Technology and Data function and seeks a Service Manager to own one or more payment-related services across Food online partner channels, customer and loyalty platforms, and pricing/promotions systems. You’ll ensure stability, security and continuous improvement while collaborating with suppliers and technical teams.

You’ll drive service health, operational risk management, and a reliable customer payment experience across our Co-op ecosystem, enabling growth and

Qualifications

• Experience managing or supporting business-critical technology services in a service management, operations or service delivery environment.
• Experience working with high-availability customer facing services.
• Strong stakeholder management skills with the ability to build effective relationships across technical and business teams.
• Experience investigating service issues, identifying improvements and driving positive outcomes for customers or colleagues.
• Experience working with suppliers and supporting service performance against agreed service levels and expectations.
• Strong analytical and problem-solving skills with the ability to use data and insight to support decision-making.
• Knowledge of service management frameworks and best practices (ITIL or ITIL 4).
• Familiarity with service management tools such as Jira and Confluence or ISM.

Responsibilities

• Own the day-to-day performance, stability and continual improvement of one or more payment services.
• Monitor service performance, risks and trends; identify opportunities to improve reliability and user experience.
• Act as escalation point for incidents, problems and changes affecting your services; ensure issues are resolved and actions delivered.
• Lead service recovery activities during major incidents and work with suppliers and technical teams to minimise impact.
• Build strong relationships with technical teams, business stakeholders and third-party suppliers.
• Lead or contribute to service reviews; use insight to shape improvement priorities.
• Support operational readiness activities; ensure new products and changes are ready to be supported in live service.
• Manage service risks, compliance requirements and continuity activities; keep services secure and resilient.

Skills

Service management

Stakeholder management

Incident management

Problem solving

Supplier management

Data-driven decision making

ITIL

Jira

Confluence

ISM

Tools

Jira

Confluence

ISM

Job description

Service Manager – Food Online & Membership Platforms

£50,000 - £60,000 plus private healthcare, pension with up to 10% employer contributions and many more great benefits (Work Level 5)

Manchester city centre - in this role you'll work in a hybrid way splitting your time between home and the office twice a week as required (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy).

We're open to applications from people who may require flexible working arrangements. There'll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.

We're reshaping our Digital, Technology and Data function for the future, creating new opportunities, strengthening our capability, and building clearer, more resilient ways of working so we can deliver even better services for our Co-op, our colleagues, members and customers.

We're looking for a 3 Service Managers to join our Technology team and help us deliver reliable, high-performing platform services that support colleagues, customers and members across our Co-op. You'll take ownership of one or more platform services that support our Food online partner channels, customer and loyalty proposition, and product, price and promotion platforms, ensuring they remain stable, secure and fit for purpose, while working closely with technical teams, suppliers and stakeholders to continuously improve service performance. You'll play an important role in supporting the payment technology that enables transactions across our stores and digital channels, helping us deliver a seamless experience for our customers.

Why this role matters

This is a great opportunity to take ownership of services that have a real impact across our business. You'll play an important role in maintaining service health, managing operational risk and driving continuous improvement, helping to ensure colleagues and customers can rely on the technology they use every day. As the service owner for critical payment platforms, you'll help ensure millions of customer transactions are processed securely and reliably, while supporting business growth and enhancing the customer payment experience across our Co-op.

What you'll do

• Own the day-to-day performance, stability and continual improvement of one or more payment services
• Monitor service performance, risks and trends, identifying opportunities to improve reliability, resilience and user experience
• Act as an escalation point for incidents, problems and changes affecting your services, ensuring issues are resolved and improvement actions are delivered
• Lead service recovery activities during major incidents and work with suppliers and technical teams to minimise customer impact
• Build strong relationships with technical teams, business stakeholders and third-party suppliers
• Lead or contribute to service reviews, using insight and feedback to help shape improvement priorities
• Support operational readiness activities, ensuring new products, changes and enhancements are ready to be supported in live service
• Manage service risks, compliance requirements and continuity activities, helping keep services secure, resilient and aligned to payment security requirements

What you'll bring

• Experience managing or supporting business-critical technology services in a service management, operations or service delivery environment
• Experience working with high-availability customer facing services
• Strong stakeholder management skills, with the ability to build effective relationships across technical and business teams
• Experience investigating service issues, identifying improvements and driving positive outcomes for customers or colleagues
• Experience working with suppliers and supporting service performance against agreed service levels and expectations
• Strong analytical and problem-solving skills, with the ability to use data and insight to support decision-making
• A good understanding of service management frameworks, principles and best practice (such as ITIL, ITIL 4 or equivalent)
• A good understanding of Service Management toolsets such as Jira, Confluence or ISM

We know some people may hesitate to apply if they don’t meet every requirement. At Co-op, we’re committed to building diverse and inclusive teams, so if you’re excited about this role but your experience doesn’t align perfectly, we still encourage you to apply.

Why Co-op?

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Private healthcare
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co-op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme

A place you'll belong

We're building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We're proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we'll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion