Senior Service Delivery Manager - Digital in St Albans

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. 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 fantastic community agenda come in. Whatever your role, you can help us change lives in coffee growing communities and help your local community too. We also want to help you grow in your career through amazing experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day-to-day.

This role will ensure the delivery and maintenance of robust, resilient technology systems and services to support the operation of Costa business globally. It will also support the Head of Technology Service and Operations to define and deliver the Service Management strategy.

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 to sweeten the deal:

• 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 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

We’re passionate about being a great place to work, where you can bring your unique self into our mix. We firmly support diversity, equity and inclusion, and continue to work with our teams to shape the future of our culture and values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players.

Being a Senior Service Delivery Manager is about so much more than bringing our coffee to the world. It’s your chance to stir up real success - which means you’ll be:

• the operational service owner of numerous business critical technology applications and services of varying scale and complexity which are used within Costa’s Digital and Loyalty business operations. This extends to multiple geographies beyond UK&I.
• providing operational management of third-party IT suppliers who provide essential capabilities required for the delivery and maintenance of IT systems and services.
• responsible for the Costa customer experience across customer facing services within the Digital and Loyalty operations, e.g. the Service Desk performance, provision of end user computing services, hardware and software asset management, access controls, etc. This extends to being the main point of escalation for IT issues for customers, partners and suppliers within your role remit.
• responsible for delivering and completing IT processes and controls to ensure sustained and continuous SOX compliance within the role remit, e.g. via the effective operation of IT general controls for user permissions, privileged access, etc.
• responsible for measuring and reporting on Key Performance Indicators (KPIs) to evidence the stability, reliability and effectiveness of key systems and services within the role remit.
• providing out of hours support, on a rota basis, to respond to and recover technology services that support key business operations.

It’s your unique ingredients we’re interested in:

• An experienced Service Management professional, with strong working experience within complex operational environments. Able to work flexibly and adaptably within a maturing and transforming environment and apply practical experience of managing technology services throughout the entire service lifecycle, e.g. service strategy, design, transition, operation, etc.
• Strong relationship management skills, able to build and maintain strong working relationships at all levels within the organisation.
• Good leadership skills, capable of developing robust processes to support scalable, repeatable, globally facing services.
• Strong advocate for quality service management, able to apply practical knowledge and experience of ITIL practices and disciplines, preferably with a formal ITIL qualification.
• Able to challenge effectively to solve problems or champion the necessary quality of service management.
• Proficient in financial management with practical experience of budget management.

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.