Senior Service Delivery Manager - Digital

Senior Service Delivery Manager, Permanent

We value curiosity, inclusivity, and a problem-solving mindset. If you thrive in a fast-paced, global environment and are excited to make a meaningful impact, we encourage you to apply.

• Lead the delivery and operational performance of critical Digital and Loyalty platforms that power Costa's customer experience across multiple global markets.
• Own the resilience, stability, and continuous improvement of customer-facing technology services, ensuring secure, reliable, and seamless digital experiences for customers and teams alike.
• Manage strategic third-party technology partners and suppliers, driving service excellence, accountability, and high-performing support for key business systems and services.
• Champion IT governance, security, and compliance by ensuring robust operational controls, access management, and SOX-compliant processes are embedded across services and platforms.
• Act as a senior escalation point for major incidents and service issues, providing leadership during critical events and supporting the ongoing evolution of Costa's global technology operations.

• Proven experience in IT Service Management within complex, fast-paced digital and technology environments, with the ability to manage services across the full lifecycle from strategy and design through to live operations and continual improvement.
• Strong understanding of customer-facing digital platforms and services, with a passion for delivering reliable, secure, and seamless digital experiences at scale.
• A collaborative relationship builder who can confidently partner with stakeholders, suppliers, and technical teams across all levels of a global organisation.
• Strong leadership and mentoring capabilities, with experience driving operational excellence and developing scalable, repeatable service management processes.
• A passionate advocate for high-quality service delivery, with strong practical knowledge of ITIL frameworks and service management best practices; ITIL certification is desirable.
• Commercially aware with experience managing budgets, balancing operational priorities, and making informed decisions that support both business performance and customer experience.

• Own a piece of Costa's success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• An annual discretionary bonus scheme, based on business results and individual contribution.
• A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10%
• The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure
• 50% discount in all Costa-owned stores, and 25% off in other participating stores
• Private medical cover thanks to our Private Healthcare scheme

Right now, our Support Centre teams work flexibly, blending home working with in-person time whenever it matters most - whether that's a team moment, a creative session, or simply coming together to share ideas.

We're excited to moving into a new home for our brand in St Albans in January 2027 - an inspiring space from which our Support Centre teams will work three days a week to connect and collaborate in-person to bring our bold ambition to life.

We believe in living life with heart - and that starts with our people. By showing up as our authentic selves, we create a culture where everyone belongs. We celebrate diversity in all its forms and are committed to building an equitable and inclusive environment-one that embraces the unique blend of experiences, identities, and perspectives each person brings.

Grounded in our core values - Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge, and Trusted Team Players - we strive to make a meaningful impact in everything we do. From empowering communities through the Costa Foundation to supporting local initiatives, we're committed to changing lives in coffee-growing regions and right here at home.