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For Companies At a Glance
- Tasks: Lead the delivery of tech services for Costa's global operations and enhance customer experiences.
- Company: Join Costa Coffee, a global brand reimagining coffee experiences in over 50 countries.
- Benefits: Enjoy perks like a share investment plan, smart pension, private medical cover, and generous discounts.
- Other info: This role offers hybrid working in Greater London with opportunities for career development.
- Why this job: Be part of a passionate community that values growth, diversity, and making a positive impact.
- Qualifications: Experience in service management, strong relationship skills, and ITIL knowledge are essential.
The predicted salary is between 48000 - 72000 £ per year.
Overview
Senior Service Delivery Manager – Digital at Costa Coffee. We’re reimagining coffee experiences in over 50 countries as part of the Coca-Cola System. This role will ensure the delivery and maintenance of robust, resilient technology systems and services to support Costa business operations globally and support the Head of Technology Service and Operations to define and deliver the Service Management strategy.
Costa is a global brand with a strong community focus through the Costa Foundation and our community agenda. We offer career development opportunities, apprenticeship schemes, and development programs to help you grow beyond day-to-day work.
Why Costa? We value passion, progression and integrity, and offer a range of perks to support our people.
- 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, with company contributions up to 10%
- The Costa Financial Support Fund to assist team members facing unexpected financial pressure
- 50% discount in all Costa-owned stores, and 25% off in other participating stores
- Private medical cover through our Private Healthcare scheme
- Further perks available; see https://bit.ly/costaperks
We are committed to diversity, equity and inclusion and to shaping a culture based on Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players.
What you’ll do
Being a Senior Service Delivery Manager is about more than delivering coffee to the world. It’s about driving real success across Costa Digital and Loyalty operations. You will:
- Serve as the operational service owner of numerous business-critical technology applications and services across Costa Digital and Loyalty, spanning multiple geographies beyond UK&I.
- Provide operational management of third-party IT suppliers delivering essential capabilities for IT systems and services.
- Be responsible for the Costa customer experience across customer-facing services within Digital and Loyalty operations, including Service Desk performance, end-user computing services, asset management, access controls, and act as the main escalation point for IT issues for customers, partners and suppliers within your remit.
- Deliver and maintain IT processes and controls to ensure sustained SOX compliance, e.g., IT general controls for user permissions and privileged access.
- Measure and report KPIs to evidence stability, reliability and effectiveness of key systems and services.
- Provide out-of-hours support on a rota basis to respond to and recover technology services that support key business operations.
Who you are
We’re interested in your unique ingredients:
- Experienced Service Management professional with strong experience in complex operational environments and the ability to manage technology services across the full service lifecycle (strategy, design, transition, operation).
- Strong relationship management skills to build and maintain relationships at all levels within the organisation.
- Good leadership skills with the ability to develop robust processes for scalable, globally facing services.
- Advocate for quality service management with practical ITIL knowledge and ideally an ITIL qualification.
- Ability to challenge effectively to improve service quality.
- Proficient in financial management with practical budget management experience.
Location
Location – Greater London – Hybrid
Davies Way
Wooburn Green
England
HP10 9QR
UK
Senior Service Delivery Manager – Digital
You’ll be redirected to an external site or prompted to apply via email. Costa Coffee assumes no responsibility for information presented on external sites. Click Proceed to continue.
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Senior Service Delivery Manager - Digital employer: Costa Coffee
Contact Detail:
Costa Coffee Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager - Digital
✨Tip Number 1
Familiarise yourself with ITIL practices and principles, as this role heavily emphasises quality service management. Being able to discuss how you've applied these practices in previous roles will demonstrate your expertise and alignment with Costa's expectations.
✨Tip Number 2
Highlight your experience in managing third-party IT suppliers. Be prepared to share specific examples of how you've successfully collaborated with external partners to enhance service delivery and resolve issues.
✨Tip Number 3
Showcase your leadership skills by discussing instances where you've developed processes for scalable services. This will illustrate your ability to lead teams and improve operational efficiency, which is crucial for the Senior Service Delivery Manager role.
✨Tip Number 4
Prepare to discuss your approach to financial management and budget oversight. Providing concrete examples of how you've managed budgets effectively will highlight your proficiency in this area, which is essential for the role.
We think you need these skills to ace Senior Service Delivery Manager - Digital
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management and technology delivery. Use keywords from the job description, such as 'operational management', 'ITIL practices', and 'relationship management' to catch the employer's attention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for coffee and how your skills align with Costa Coffee's mission. Mention specific examples of how you've successfully managed technology services in previous roles, particularly in complex operational environments.
Showcase Your Leadership Skills: Highlight your leadership experience in your application. Provide examples of how you've developed processes or led teams to improve service delivery. This is crucial for a role that requires strong relationship management and the ability to challenge effectively.
Demonstrate Financial Acumen: Since the role involves financial management, include any relevant experience you have with budget management or financial reporting. This will show that you understand the financial aspects of service delivery and can contribute to the company's success.
How to prepare for a job interview at Costa Coffee
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Senior Service Delivery Manager at Costa Coffee. Familiarise yourself with their technology systems and how they support business operations globally. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your leadership abilities, especially in managing complex operational environments. Highlight instances where you've developed processes or improved service delivery, as this is crucial for the role.
✨Emphasise Relationship Management
Costa values strong relationships within the organisation. Be ready to discuss how you've built and maintained relationships with stakeholders at various levels. Use specific examples to illustrate your communication and interpersonal skills.
✨Familiarise Yourself with ITIL Practices
Since the role requires a strong advocate for quality service management, brush up on ITIL practices and be prepared to discuss how you've applied them in your previous roles. If you have a formal ITIL qualification, make sure to mention it.