Job Description

Job Summary: The Head of Service Management is fully accountable for defining the Service Management strategy its agile implementation for Infrastructure and ongoing execution. You will be part of the Infrastructure Service & Operations management team. As an effective leader and strategic thinker you set a clear direction for our globalised Service Management Processes and ensure these are prioritised and adopted in stages by all relevant teams. For our day-to-day service you ensure that we report on our performance to different technology and business functions and continuously improve our services You are a key stakeholder for the tools supporting service management and measure their efficiency and usage. You build strong relationships with wider stakeholders who consume the services Infrastructure provides As a budget holder you are responsible for the commercial aspects of your team and managing all associated resources. Job Responsibilities: Service Management Represent the Service Management team within Technology and Infrastructure Multiple Service Management processes and understand how to design and introduce new processes that meet Tesco\'s needs and delivers value outcomes. Set strategy at a service level which interprets business requirements into clear KPI\'s with aligned SLA\'s Build and maintain high performance teams capable of delivering an excellent customer service through improved responsiveness, communication, professionalism and knowledge of our technical services. Lead Service transformation activities based on service management engagement with broader Tech teams Build strong relationships within Technology, wider business teams and external suppliers to set the service agenda and strategy. Influence and drive the technology teams that are accountable to deliver Services from the functional area. Define and implement Service Processes for a functional area of technology including (but not restricted to) Change, Incident, Problem and Change and their co-existence with Agile and Devops concepts Support shift-left and automation for Service & Operations Drive the adoption and compliance of the Service Processes Ensure accurate and effective measurement and reporting of Service Key Performance Indicators, Service Trends and performance against Service Level Agreements. Lead the agenda for the necessary toolsets that allow for the measurement of Service Metrics. Technical documentation and review of operational risks within the functional area. Accountable for a functional wide Service Improvement Plan. Spend time with external stakeholders to report on the service which they receive. Responsible for the resourcing, performance, development and funding of the team. Leadership Keep up to date with servicesand retail industry trends and innovations Strategic thinker, setting a clear direction for your department, empowering your colleagues to deliver the vision A leader in your field, you inspire others Operational Excellence mindset Company ambassador Keeping up to date with service operations and retail industry trends and innovations Building strong networks and establish NWT\'s across multiple different Technology / Business areas. Strategic thinker and setting a clear direction for department, empowering colleagues to deliver the vision Leader in your field and inspire others Influencing stakeholders to deliver step changes Stakeholder Management Balances a range of stakeholders with conflicting views, aligning opinions for a positive outcome My extensive colleague and agency networks and relationships with recognised industry bodies contribute to the performance of my team and Tesco. Engage whole teams/functions through effective communication skills to deliver key messages Frames and communicates complex and difficult messages tailoring for the audience Identify a range of negotiating and influencing techniques to align and engage stakeholders at the highest level. Able to have challenging and difficult conversations when required\' Commercial and Supplier Relationships Involved in complex financial processes such as Investment Approval Group and Tech Approval Group and may manage multiple budgets and taxes at an international level. Drive and are involved in Requests for Proposal and involve or lead on contractual negotiation. Overall accountability of ensuring supplier meets SLA performance level as per contractual agreement Providing a framework for supplier management Qualifications Working experience in Service Management role in corporate environment at similar capacity Experience of working with ITIL standards in a large corporate environment Experience building and leading a team with direct line management accountabilities Experience of successfully deploying change within cross functional or external teams globally distributed Leading Operational Excellence initiatives having impact on overall service management improvements Experience of working with suppliers Skills relevant for the job Expert knowledge (must have): Service & Operations in a global, distributed environment ITIL or Lean Six Sigma certification People Management Leadership Skills Transformational Skills Excellent communication skills Excellent presentation skills Defining & implementing strategies Analytically strong Excellent Influencing skills Broad technical knowledge in a variety of platforms and systems relating to Service Management Key People & teams I work with: Infrastructure leadership team Service and Operations Application Development Managers Technical Programme Managers Infrastructure Managers Product Managers Regional Technology Teams Suppliers and 3rd parties Additional Information Important Notice: On behalf of Tesco Bengaluru, we must caution all job seekers and educational institutions that Tesco Bengaluru does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Tesco. Further, Tesco Bengaluru does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Tesco Bengaluru shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. In the event that you come across any fraudulent activities in the name of Tesco Bengaluru, please feel free report the incident at [HIDDEN TEXT]

foundit