Senior Service Delivery Manager – Digital
St Albans City Station, Station Way, St Albans AL1 5HE, UK
Job Description
Posted Wednesday 27 May 2026 at 22:00 | Expires Thursday 11 June 2026 at 21:59
Senior Service Delivery Manager, Permanent
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.
St Albans City Station, Station Way, St Albans AL1 5HE, UK
#J-18808-Ljbffr…