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. Whether that’s working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing the latest exciting menu item; together, we stir up success.
We may be a global brand, but we haven’t forgotten our roots. That’s where the Costa Foundation and our community agenda come in. Whatever your role, you can help us change lives in coffee-growing communities and support your local community too.
We also want to help you grow in your career through experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day-to-day.
And as a Lead 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 Costa’s global operations. It will also support the Head of Technology Service and Operations in defining and delivering 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, with some pretty brilliant perks:
* 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 in unexpected financial pressure
* 50% discount in all Costa-owned stores, and 25% off in other participating stores
* Private medical cover through our Healthcare scheme
* Explore more perks here: https://bit.ly/costaperks
We’re passionate about being a great place to work, where you can bring your unique self. We support diversity, equity, and inclusion, and continue to shape our culture around our values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge, and Trusted Team Players.
What you’ll do
Being a Lead Service Delivery Manager is about more than bringing coffee to the world. It’s your chance to stir up success by:
* Owning the operational service of critical technology applications and services used within Costa’s Away From Home (AFH) business and Data sphere, across multiple geographies beyond UK&I.
* Managing third-party IT suppliers providing essential capabilities for IT systems and services.
* Ensuring a high-quality customer experience for services like the Service Desk, end-user computing, hardware/software asset management, access controls, etc., and serving as the main escalation point for IT issues.
* Delivering IT processes and controls to maintain SOX compliance, including user permissions and privileged access controls.
* Measuring and reporting KPIs to demonstrate system stability, reliability, and effectiveness.
* Providing out-of-hours support on a rota basis to respond to and recover technology services supporting key operations.
Who you are
We’re interested in your unique ingredients:
* An experienced Service Management professional with strong experience in complex operational environments, capable of managing the entire service lifecycle.
* Strong relationship management skills at all organisational levels.
* Good leadership skills to develop scalable, repeatable, and globally facing services.
* A strong advocate for quality service management, with practical ITIL knowledge and preferably a formal qualification.
* Ability to challenge effectively and solve problems.
* Proficient in financial management with practical budget management experience.
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