Senior Service Delivery Manager – Digital
- Station Way, St Albans, England, AL1 5HE, UK
Senior Service Delivery Manager, Permanent
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.
Benefits
- 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
- Explore even more of our perks here: https://bit.ly/costaperks
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 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.
For any reasonable adjustments and general queries, please get in touch withcosta.recruitment@costacoffee.com
We believe in living life with heart – and that starts with our people. By showing up as our authentic selves, we create a culture where everyone belongs. We celebrate diversity in all its forms and are committed to building an equitable and inclusive environment—one that embraces the unique blend of experiences, identities, and perspectives each person brings. This rich diversity strengthens our teams and reflects the spirit of our global brand.
#J-18808-Ljbffr…