At a Glance
- Tasks: Lead delivery of digital platforms, ensuring seamless customer experiences across global markets.
- Company: Join Costa, a leading brand with a focus on innovation and customer satisfaction.
- Benefits: Enjoy competitive pay, share ownership, bonuses, and discounts at Costa stores.
- Other info: Flexible working environment with exciting future plans for a new office.
- Why this job: Make a real impact on customer experience while driving operational excellence.
- Qualifications: Experience in IT Service Management and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
What you’ll do
- Lead the delivery and operational performance of critical Digital and Loyalty platforms that power Costa’s customer experience across multiple global markets.
- Own the resilience, stability, and continuous improvement of customer-facing technology services, ensuring secure, reliable, and seamless digital experiences for customers and teams alike.
- Manage strategic third-party technology partners and suppliers, driving service excellence, accountability, and high-performing support for key business systems and services.
- Champion IT governance, security, and compliance by ensuring robust operational controls, access management, and SOX-compliant processes are embedded across services and platforms.
- Act as a senior escalation point for major incidents and service issues, providing leadership during critical events and supporting the ongoing evolution of Costa’s global technology operations.
Who you are
- Proven experience in IT Service Management within complex, fast-paced digital and technology environments, with the ability to manage services across the full lifecycle from strategy and design through to live operations and continual improvement.
- Strong understanding of customer-facing digital platforms and services, with a passion for delivering reliable, secure, and seamless digital experiences at scale.
- A collaborative relationship builder who can confidently partner with stakeholders, suppliers, and technical teams across all levels of a global organisation.
- Strong leadership and mentoring capabilities, with experience driving operational excellence and developing scalable, repeatable service management processes.
- A passionate advocate for high-quality service delivery, with strong practical knowledge of ITIL frameworks and service management best practices; ITIL certification is desirable.
- Commercially aware with experience managing budgets, balancing operational priorities, and making informed decisions that support both business performance and customer experience.
So, why Costa?
- Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP).
- An annual discretionary bonus scheme, based on business results and individual contribution.
- 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 who find themselves in unexpected financial pressure.
- 50% discount in all Costa-owned stores, and 25% off in other participating stores.
- Private medical cover thanks to our Private Healthcare scheme.
Location – Where you’ll work:
Right now, our Support Centre teams work flexibly, blending home working with in-person time whenever it matters most – whether that’s a team moment, a creative session, or simply coming together to share ideas. We’re excited to be moving into a new home for our brand in St Albans in January 2027 – an inspiring space from which our Support Centre teams will work three days a week to connect and collaborate in-person to bring our bold ambition to life.
Senior Service Delivery Manager employer: Costa Coffee
At Costa, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. With flexible working arrangements and a commitment to employee growth, including access to our Share Investment Plan and comprehensive benefits like private medical cover, we empower our team members to thrive both personally and professionally. Our new Support Centre in St Albans, set to open in 2027, will provide an inspiring environment for our teams to connect and drive our ambitious goals forward.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Manager
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, join online forums, and don’t be shy about reaching out to folks on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Service Delivery Manager role.
✨Showcase Your Skills
When you get the chance to chat with potential employers, make sure to highlight your experience with IT Service Management and digital platforms. We want to see how you’ve driven operational excellence and improved customer experiences in past roles. Bring those success stories to life!
✨Prepare for the Interview
Do your homework before the interview! Understand Costa’s digital and loyalty platforms and think about how your skills can enhance their customer experience. We love candidates who come prepared with insights and ideas on how to improve service delivery.
✨Apply Through Our Website
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who are ready to take on challenges and drive success at Costa.
We think you need these skills to ace Senior Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior Service Delivery Manager role. Highlight your IT Service Management experience and any relevant achievements in digital platforms to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about delivering seamless digital experiences and how your leadership skills can drive operational excellence at Costa.
Showcase Your Collaborative Spirit:We love team players! In your application, mention specific examples of how you've built relationships with stakeholders and suppliers. This will show us you’re ready to partner effectively across our global organisation.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Costa Coffee
✨Know Your Platforms
Make sure you have a solid understanding of the digital and loyalty platforms that Costa uses. Research their customer experience strategies and think about how your experience aligns with their needs. Being able to discuss specific examples of how you've improved service delivery in similar environments will really impress them.
✨Showcase Your Leadership Skills
As a Senior Service Delivery Manager, you'll need to demonstrate strong leadership capabilities. Prepare examples of how you've led teams through challenges or major incidents in the past. Highlight your mentoring experience and how you've driven operational excellence in previous roles.
✨Understand ITIL Frameworks
Since they value knowledge of ITIL frameworks, brush up on your ITIL principles and be ready to discuss how you've applied them in your previous roles. Share specific instances where you've implemented best practices that led to improved service management processes.
✨Build Relationships
Collaboration is key in this role, so think about how you've built relationships with stakeholders and suppliers in the past. Be prepared to share stories that showcase your ability to partner effectively across different levels of an organisation, especially in fast-paced environments.
