Senior Manager - Service and Operations

Tesco; Bengaluru; Hybrid; INR 4,000,000 - 5,500,000; Full time

Job summary

Tesco Bengaluru is seeking a Service Senior Manager to lead Service and Operations, driving transformation through data, automation and AI. You will supervise managers, shape strategy, and ensure high-quality customer service across 24x7 operations.

The role emphasizes collaboration with Technology, vendors, and internal stakeholders in a hybrid work model. The position requires ITIL/Lean Six Sigma expertise, strong leadership, and excellent communication skills to deliver value and continuous

Qualifications

• ITIL or Lean Six Sigma certification is required.
• People management experience is essential.
• Strong leadership and communication skills.
• Excellent verbal and written communication abilities.
• Excellent presentation skills are expected.
• Analytical mindset with data-driven decision making.
• Ability to lead, motivate and manage a service team.
• Broad technical knowledge across multiple service-related platforms.

Responsibilities

• Deliver service per agreed KPI and represent Service/Operations in governance meetings.
• Build a high-performance team delivering excellent customer service and knowledge of systems.
• Foster relationships with Technology and external suppliers.
• Lead innovation to simplify problems with intuitive, closed-loop engagement.
• Understand services and operations and how they connect.
• Shape strategy by planning, executing and measuring service levels.
• Serve as escalation point for people, process and technology issues.
• Maintain daily, weekly and monthly statistics and reports as needed.
• Develop cross-functional expertise to respond to issues.
• Guide and empower the team to improve performance and service.

Skills

ITIL/Lean Six Sigma

People Management

Leadership

Communication

Presentation

Analytical

Service Leadership

Technical Knowledge

Tools

User provisioning tools

Software Licensing

ITSM tooling

Job description

Service Senior Managers are effective leaders responsible for the overall performance of Service and Operations. You drive transformation through data, automation and AI, using insights to improve service quality, colleague experience and operational efficiency. You work closely with peers to deliver consistent service. You lead larger teams, supervise managers and maintain a strong balance of technical and management expertise. You support and enable managers to achieve their targets, build team capability and deliver excellent customer service.

• 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
• Develop cross-functional expertise necessary to effectively respond to issues
• Guide, empower and challenge the team to deliver better performance and service in line with organisational vision and purpose
• Maintain an eye for detail and make appropriate decisions while in tough situations
• Review feedback from colleagues and others to implement changes in the system that will benefit the organisation
• Develop and document process, procedural enhancements and assist technology teams as needed for continuous process and service improvement
• Maintain proactive approach to go beyond service level agreements and deliver value-based improvements to the customers

Expert knowledge (must have):

• ITIL or Lean Six Sigma certification
• People Management
• Leadership Skills
• Excellent communication skills
• Excellent Presentation skills
• Analytically strong
• Thorough grounding in the skills required to lead, motivate and manage a Service team
• Broad technical knowledge in a variety of platforms and systems related to Service

Experience

• Experience in IT Service environment
• Experience in managing User access provisioning and Software Licensing
• Experience of managing 24x7 Operations
• Experience of working with Vendors
• Working experience in Service Management role

At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve.

At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed.

We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexibly—spend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone’s life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.

When you join Tesco Bengaluru in this role, you'll be employed by Tesco Bengaluru Private Limited, the Tesco legal entity responsible for your employment.