We’re a multi-channel, multi-brand business serving millions of customers a day, with the UK’s largest loyalty scheme and an ever-evolving set of digital platforms. All of this equals over 1.2 billion transactions each year, presenting a volume, depth and complexity of data that few can match.

We don’t think we’re exaggerating when we say we have the most exciting data set in the country. And from the insights gained, we build scalable, high-performance products using cutting-edge technology that give our customers an amazing shopping experience – like our award-winning Smartshop app. In an inclusive, agile environment, you’ll have the space to be curious, to experiment, and to solve real-world challenges. And you’ll get to see your creations in the hands of millions of people across the UK.

The role of Service Manager is central to the business critical transformation of Technology delivery at Sainsbury’s. Reporting through to a Senior Engineering Manager, at the heart of the role in the accountability to run the technology service provision for that particular area. The role is accountable for managing of all the services provided by Engineering Teams, primarily focused on third party delivery. The role interacts with business partners at a senior level, Principal Service Assurance Manager, and other appropriate Senior Manager roles across broader business.

The role is accountable for day-to-day operational excellence for run services across a large portfolio of products, ensuring both internal and external teams are performing to relevant set of operational KPI metrics regarding ITIL 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 and be prepared to challenge and flex their own thinking while we move to a mature state regarding End to End Product Lifecycle Management delivery.

What I need to do

• Responsible for the day to day running of products including Incident Management, Problem Management, Change Management, and Availability and Capacity Management.
• Accountable for ensuring high quality service provision, meeting agreed requirements of the engineering teams and business stakeholders.
• Define and culturally embed a methodology for delivering high quality service.
• Responsible for the delivery of Service Reviews with both Product Delivery Teams and Service Assurance Teams to, working closely with the engineering teams, the service strategies.
• Own and delivery the assessment of all service transition tasks for new solutions including knowledge and article generation.
• Drive a culture of personal accountability and ownership, not only for their own contribution, also the contribution across the whole engineering team.
• Work within the product teams to ensure delivery of services that meet customer requirements and are manageable / viable.
• Contribute to the visions for common / defined service measurement approach
• Support, as the SME for service to engineering / service assurance teams with the on-going transition to full E2E Product Lifecycle Management

What I need to know

• Broad and deep industry knowledge of practical service management
• Knowledge of service management in the context of agile and iterative in-house development, as well as more traditional waterfall programme delivery
• Strong understanding and experience of ITIL Service Management framework
• A broad knowledge and understanding of technology concepts, with proven experience of successfully managing and maintaining services
• Experiences 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
• Excellent customer services manner: coaching others to make customer oriented decisions and shares great stories of exceptional customer service
• Ability to implement processes that are logical and understood by a broad audience
• Ability to work collaboratively to support the long term wider business agenda
• Adaptable approach to delivering service and value at pace
• Proactive in owning workload and managing multiple delivery and service demands in parallel
• 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 and up to Senior Manager level
• Take accountability for personal development including seeking feedback, building, and maintaining a meaningful personal development plan

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.