About the role
We are looking for an experienced and motivated ITSM Service Lead to join our team. This role is ideal for someone who is passionate about delivering high-quality IT services, driving continuous improvement, and working collaboratively in agile environments.
You will be responsible for the performance, delivery, and ongoing enhancement of IT services across the organisation. You will act as a key link between technical teams and business stakeholders, ensuring services meet agreed standards and support business objectives.
You will be responsible for
* Lead the end-to-end delivery of IT services and platforms within a designated tribe.
* Monitor service health and identify opportunities for improvement.
* Ensure services meet performance, availability, and quality targets, including cyber-specific measures.
* Lead ITSM processes such as Incident, Problem, Change, and Knowledge Management.
* Collaborate with stakeholders to align services with business needs and contractual obligations.
* Participate in Agile ceremonies and promote agile ways of working.
* Work with tooling teams to optimise ITSM platforms and identify opportunities for automation and self-service.
You will need
* Proven experience in IT Service Management, ideally in a lead or senior role.
* Strong understanding of ITIL principles and service lifecycle management.
* Experience working in Agile environments (e.g., Scrum, Kanban).
* Proficiency with ITSM tools and platforms such as HaloITSM and Splunk.
* Strong communication, stakeholder engagement, and analytical skills.
* ITIL Foundation certification (minimum); Agile or Scrum certification is beneficial but not essential.
* Strategic thinker with a proactive approach.
* Comfortable working in dynamic, cross-functional teams.
* Passionate about service excellence and continuous improvement.
LI-AF2
LI-Hybrid
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 Here to 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 6 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
A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we've launched into new services and markets. With more than 5 million customers, we're the largest mobile virtual network operator in the UK. We're proud to have an inclusive culture that's uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.
We care for human connection and we keep our customers at the heart of everything we do, which is why we've embraced the Agile way of working. Agile is more than just a methodology – it's a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do – allowing us to respond at pace to our customers' needs. It encourages variety of thought and enables us to thrive, both individually and collectively.
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.