Service Manager - Connectivity, Hosting & Modern Workplace
Salary: Competitive Plus Benefits
Location: Holborn Store Support Centre and Home, London, EC1N 2HT
Contract type: Permanent
Business area: Sainsbury's Tech
Closing date: 04 October 2024
Requisition ID: 259301
This role will be hybrid from our London offices in Holborn.
About us
As a leading retailer providing technology that operates 24/7, 365 days, this role will require the individual to work flexibly on a rotational basis which will include working some Saturdays/Sundays.
Every week we move millions of products to our customers at record speeds. Brilliant customer experiences at this kind of pace require fresh and appealing products to be available whenever and however our customers shop with us. In this area of our business, we help to make sure that happens.
By engineering innovative, smart technology, we put the tools in our colleagues’ hands to power a global supply chain. Whether it’s wine from New Zealand or milk from the local dairy farm, our tech performs. We solve problems at scale and process billions of records, predicting and planning to make our customers' lives easier. We keep our warehouses and stores operating smoothly around the clock because what’s important to our customers is important to us.
The Role
The role of Service Manager is central to the business-critical transformation of technology delivery at Sainsbury's. At the heart of the role is the accountability to run the technology service provision for the area, with a particular emphasis on Hosting & Connectivity. The role is accountable for managing all the services provided by the Engineering Team and third-party delivery partners, with day-to-day services managed on your behalf either by the engineering teams or third-party application management teams. The role will encompass working with business partners at a senior level, Principal Service Assurance Managers, and other appropriate Senior Manager roles across the wider business.
The role is accountable for the day-to-day operational excellence for run services across a large portfolio of products, ensuring both internal and external teams are performing to the relevant set of operational KPIs & metrics regarding ITIL & related measures within Sainsbury's Tech.
The role holder must have a mindset and passion for world-class service and the ability to drive this from within the Engineering Teams. Experience of working in a large enterprise IT infrastructure with a variety of complex network and hosted solutions would be preferable. They will be prepared to challenge and flex their own thinking while we move to a mature state regarding End-to-End Product Lifecycle Management delivery.
More about the role
When incidents arise, you'll act as a point of coordination across multiple teams, updating stakeholders until resolution.
You’ll contribute to our product technical roadmap.
Liaise with other teams to understand external dependencies, gain insight into the broader aims and goals within the Commercial domain to help shape our services in line with our mission.
You’ll contribute towards the design and support of services and internal frameworks that enhance Sainsbury’s capabilities.
You'll support the engineering team throughout the whole product lifecycle, including decommissioning.
More about you
- Be passionate about high-quality service.
- Self-drive and constantly strive to improve your services, team, and peers.
- Drive for advocacy of agile/lean delivery methodologies.
- A passion for delivering excellence to customers.
- A passion for enhancing your knowledge and evidence curiosity in emerging tech.
- Display empathy and understanding in supporting colleagues in the team to deliver.
- You may also need to manage up to 2 service lead colleagues in the same team.
As well as lots of on-the-job training and endless opportunities, you’ll get:
- Colleague discount across our multi-brands – Sainsbury’s, Argos, and Habitat.
- Holiday allowance.
- Bonus scheme.
- Pension plan.
- Special offers on gym memberships, restaurants, holidays, retail vouchers, and more.
Work-life balance is important to us, so we offer our colleagues as much flexibility as possible in line with the needs of their role. We trust them to decide how, where, and when they work, combining remote and collaborative working with a flexible approach to hours, giving them plenty of time and space for life outside of work whilst delivering against our business goals. Of course, with a service role, sometimes there is a need to act outside of normal office hours; however, we'll give you the same flexibility in return.
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