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Service Operations Lead for IT

2 months ago

Edinburgh, Edinburgh, United Kingdom Tesco Bank Full time

Enhancing customer experiences, community engagement, and environmental responsibility daily.

Salary – competitive, plus annual bonus & benefits

Work Level - 2

Location – Permanent position

Office Attendance - This role supports a hybrid work model, requiring occasional office presence.

We specialize in personal services, from pet insurance to home protection, motor coverage, and travel money solutions. Our approach is always heartfelt, ensuring warmth and friendliness in every interaction.

We are seeking an IT Operations Service Manager to join our dynamic Insurance Money and Services team.

In this pivotal role, you will influence the IT customer journey within Tesco's Insurance & Money Services, directly enhancing customer satisfaction and loyalty.

You will lead the charge in deploying innovative IT solutions and technologies to elevate service delivery, while also guiding a talented team of IT professionals, fostering their growth and contributing to the company's success.

Your responsibilities will encompass a wide range of IT-related tasks, from strategic planning to hands-on problem resolution in a fast-paced environment.

  • Direct Reports: IT Service Operation Team Leads, IT Service Analysts, and Customer Support Representatives.
  • Internal Stakeholders: IT Senior Management, IT Department, Customer Experience Team, Compliance and Risk Management Team.
  • External Stakeholders: Customers, IT Vendors, Regulatory Bodies, and IT Service Providers.

This position offers a unique blend of IT leadership, strategic influence, and opportunities for professional advancement, making it an exciting prospect for a customer-focused individual driven by IT excellence.

Key Responsibilities

  • Operational Management: Supervise daily IT operations for the Insurance & Money Services division, ensuring efficient IT service delivery across all service providers.
  • Service Improvement: Identify and implement continuous improvement initiatives to boost customer satisfaction and service quality.
  • Performance Monitoring: Monitor and report on IT key performance indicators (KPIs) and service level agreements (SLAs), ensuring targets are consistently met.
  • Team Leadership: Inspire, mentor, and develop a team of IT service operation professionals, promoting a culture of high performance and continuous learning.
  • Stakeholder Engagement: Collaborate with internal and external stakeholders to ensure successful IT operational service delivery.
  • Incident Management: Oversee the resolution of IT service incidents, employing root cause analysis and preventative strategies.
  • Compliance and Risk Management: Ensure IT operations adhere to regulatory standards and internal policies, mitigating risks effectively.
  • Financial Management: Manage budget planning and oversight for the service operations department, optimizing costs while maintaining service quality.

Required Qualifications

  • Technical Proficiency: Strong familiarity with IT service management tools and methodologies (ITIL, JIRA, MS Applications).
  • Leadership and Management: Proven track record in leading and managing teams within an IT context.
  • Operational Excellence: Comprehensive understanding of IT operational management principles, including process improvement and incident management.
  • Customer Focus: Commitment to delivering outstanding customer service and enhancing customer experiences.
  • Analytical Thinking: Ability to analyze data and trends to inform decision-making.
  • Communication Skills: Excellent verbal and written communication skills for effective stakeholder interaction.

Preferred Qualifications

  • Project Management: Experience with project management methodologies (PMP, Agile).
  • Financial Acumen: Knowledge of budgeting and financial management in a service operations context.
  • Regulatory Knowledge: Familiarity with compliance standards in the insurance and financial services sectors.
  • Innovation Mindset: Proactive in exploring new technologies and methodologies to enhance service delivery.

Benefits

  • Comprehensive Private Medical Insurance and virtual GP services for you and your family.
  • Performance-related annual bonus.
  • Generous holiday allowance with the option to purchase additional days.
  • Access to our Colleague Clubcard, offering increasing discounts with each payday.
  • Participation in our Buy as You Earn and Save as You Earn share schemes.

Commitment to Inclusion

We strive to create an inclusive workplace where all colleagues feel welcome and valued. We celebrate diversity and recognize that it enriches our business, helping us fulfill our mission to serve our customers, communities, and planet better every day.

Additional Information

This role is aligned with Tesco's ongoing commitment to its Insurance and Money Services team.

Interviews

Interviews will be scheduled following the application process.