At a Glance
- Tasks: Lead delivery of critical digital services and enhance customer experiences globally.
- Company: Join Costa, a dynamic brand committed to innovation and inclusivity.
- Benefits: Enjoy share options, bonuses, discounts, and a smart pension plan.
- Other info: Flexible working environment with excellent career growth opportunities.
- Why this job: Shape the future of digital services while making a real impact.
- Qualifications: Experience in IT Service Management and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
Our Senior Service Delivery Manager will lead the delivery of secure, reliable, and business‑critical IT services across digital and loyalty platforms. This role shapes global service management strategy and drives operational excellence in a fast‑paced, global environment.
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 resilience, stability and continuous improvement of customer‑facing technology services, ensuring secure, reliable and seamless digital experiences.
- Manage strategic third‑party technology partners and suppliers, driving service excellence and accountability.
- Champion IT governance, security and compliance with robust operational controls and SOX‑compliant processes.
- Act as a senior escalation point for major incidents and service issues, providing leadership during critical events.
Who you are
- Proven experience in IT Service Management within complex, fast‑paced digital and technology environments.
- Strong understanding of customer‑facing digital platforms and a passion for delivering reliable, secure experiences at scale.
- A collaborative relationship builder who can partner with stakeholders, suppliers and teams across a global organisation.
- Strong leadership and mentoring capabilities, driving operational excellence and repeatable service management processes.
- Passionate advocate for high‑quality service delivery with knowledge of ITIL frameworks and best practices. ITIL certification desirable.
- Commercially aware with experience managing budgets and balancing operational priorities.
Benefits
- Share investment plan with Costa Coca‑Cola shares.
- Annual discretionary bonus scheme based on business results.
- Smart pension with company match up to 10%.
- Financial support fund for unexpected financial pressure.
- Discounts: 50% in all Costa‑owned stores, 25% in other participating stores.
- Private medical cover through Private Healthcare scheme.
Location – Where you’ll work
The Support Centre teams blend home working with in‑person time, currently working flexibly. The new brand headquarters in St Albans, opening January 2027, will host teams three days a week for in‑person collaboration.
We believe in living life with heart and celebrating diversity. We are committed to an equitable and inclusive environment that values all backgrounds and identities.
Senior Service Delivery Manager - Digital employer: Costa Limited
As a Senior Service Delivery Manager at Costa, you will thrive in a dynamic and inclusive work culture that prioritises collaboration and innovation. With a strong focus on employee growth, we offer extensive benefits including a share investment plan, generous discounts, and a smart pension scheme, all while working in the vibrant new headquarters in St Albans. Join us to lead critical digital services and make a meaningful impact in a company that values diversity and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Manager - Digital
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. 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.
✨Tip Number 2
Prepare for interviews by researching the company and its digital platforms. Understand their challenges and think about how your experience can help them improve service delivery. We want you to show up ready to impress with your knowledge and ideas!
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've driven operational excellence and managed teams in fast-paced environments. We love hearing about your successes and how you’ve tackled challenges head-on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates who are eager to contribute to our mission of delivering top-notch digital experiences.
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 is tailored to the Senior Service Delivery Manager role. Highlight your experience in IT Service Management and any relevant projects that showcase your ability to deliver secure and reliable digital services.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're passionate about this role and how your skills align with our needs. Use specific examples from your past experiences to demonstrate your leadership and operational excellence.
Showcase Your Collaborative Spirit:We love team players! In your application, mention instances where you've successfully collaborated with stakeholders or managed third-party technology partners. This will show us you can build relationships across a 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 the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Costa Limited
✨Know Your Digital Platforms
Make sure you brush up on your knowledge of customer-facing digital platforms. Understand how they operate and the challenges they face. This will help you demonstrate your passion for delivering reliable, secure experiences during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership and mentoring capabilities. Think about times when you've driven operational excellence or improved service management processes. This will show that you're not just a manager, but a leader who can inspire teams.
✨Understand ITIL Frameworks
Since knowledge of ITIL frameworks is important for this role, make sure you’re familiar with its principles and best practices. Be ready to discuss how you've applied these in past roles to enhance service delivery and compliance.
✨Build Relationships
As a Senior Service Delivery Manager, you'll need to collaborate with various stakeholders. Prepare to talk about how you've successfully built relationships with suppliers and teams in previous positions. This will show that you can navigate a global organisation effectively.
