Service Lead

1 month ago


London, United Kingdom Sainsbury's Full time

In Sainsbury's Tech we build the technology which powers the UK's number 1 multi-channel, multi-brand retailer. The role of Service Lead is central to the business-critical transformation of Technology delivery at Sainsbury's. Reporting through to a Service Manager, at the heart of the role is a contribution to running the technology service provision for a particular area. The role is responsible for supporting payments, gift card and fraud services provided by Engineering Teams, primarily focused on our third parties. This includes the day-to-day operational excellence of services across a portfolio of products, ensuring both internal and external teams are performing to the relevant set of operational KPIs metrics within Sainsbury's Tech. The role holder much have a mindset and passion for service and the ability to encourage this in the Engineering Teams. Knowledge on payment services in retail industry is desirable

**What I need to do**
- Ensure the day to day running of narrow portfolio, within the Payments Space and associated operation activities including incident management, problem management, change management and availability and capacity management, with support and guidance
- Collaborate to provide high quality service provision, meeting agreed requirements of the engineering teams and business stakeholders.
- Must be able to multi-tasks and manage the teams work to meet SLAs and regulatory deadlines, as well as completing critical adhoc requests
- Support the process to culturally embed a methodology for delivering high quality service across their relevant domain
- Ability to drive and provide a positive workplace environment
- Contribute to the delivery of Service Reviews with both Product Delivery Teams and Service Assurance Teams
- Working closely with the Engineering Teams, contribute to the creation of the Service Strategies for their respective products / functional areas
- Deliver the assessment of all Service Transition tasks for new solutions including Knowledge Article generation Work within the Product teams to ensure delivery of services that meet customer requirements and are manageable/viable
- Responsible for delivering all Risk Management closure activities, regarding servicerelated items, within respective areas, with specific guidance and support
- Support, using your knowledge of service, within functional areas, including Engineering/Service Assurance Teams with the on-going transition to full E2E Product Life cycle Management

**How I will succeed**
- Maintain effective relationships with stakeholders, service providers, suppliers, and wider Sainsbury's Tech colleagues to ensure that service meets the required standards
- Ability to follow principles and operating standards, using judgement to do what is best for the division and seeing support as needed
- Collaborate with the product teams to ensure delivery of service that meet customer requirements
- Continuous communication within the squad and wider team, with the aim to maintain a strong service mindset
- Be aware of the possibility of change and be able to embrace change at pace
- Ability to work collaboratively by engaging with internal and external teams to optimise service offerings and performance
- Effectively manages risks, ambiguity and changing business priorities to deliver overall business benefit
- Be comfortable at making decisions, with Management guidance as appropriate, with patchy information and in the absence of clear guidelines and frameworks

**What I need to know**
- An understanding of industry knowledge about service management
- An understanding of service management in the context of agile and iterative in-house development, as well as more traditional waterfall programme delivery
- Experience of ITIL Service Management framework
- Experienced in Agile, Waterfall and DEVOPS methodologies
- Understand process management and control
- A broad knowledge and understanding of Sainsbury's Tech concepts with proven experience of successfully managing and maintaining services

**What I need to show**
- Operate in an adaptive way to potential service requirements
- Self-motivated and strong time management and organisational skills with excellent interpersonal, verbal/presentation and written communication skills
- Great customer service manner: supporting others to make customer-oriented decisions
- Supporting the implementation of processes, while working collaboratively to support the long-term wider business agenda
- Problem solving and risk management experience with strong computer and software skills
- Show initiative to implement new ideas whilst being able to take an objective view on what is realistically possible
- Communicating and influencing, including managing messages when presenting to stakeholders
- Take accountability for personal development including seeking feedback, building, and maintaining a meaningful personal development plan

**Resources available to me**
- Servic



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