Serving our customers, communities, and planet a little better every day.
Salary – up to £, + annual bonus & benefits
Work Level - 2
Location – Edinburgh, Permanent
Office Attendance - Our roles are hybrid; however, you should be able to travel to our Edinburgh office 2 days per week for this position.
Closing Date – Applications close rd Augustat 5pm
We deal in the personal – from pet insurance for your best friend, andhome insurance for peace of mind, to motor insurance for your dream caror travel money for that trip you’ve worked hard for. And that means wealways work with heart. Whether we’re helping our customers or looking after our people, you’llfind there’s a warmth and friendliness to everything we do.
We’re looking for an IT Service Operations Manager (known internally as a Service Operations Manager) to join our Insurance Money and Services team.
You’ll play a critical role in shaping the IT customer journey for Tesco’s Insurance & Money Services, directly impacting customer satisfaction and loyalty.
You’ll be at the forefront of implementing IT innovative solutions and technologies to improve service delivery to the customer and have the opportunity to lead and develop a dynamic team, of IT professionals, driving their professional growth and contributing to the overall success of the company.
You’ll engage in a variety of IT related tasks, from strategic planning to hands-on problem-solving, in a fast-paced and evolving environment.
1. Direct Reports: IT Service Operation Team Leads, IT Service Analysts, and Customer Support Representatives.
2. Internal Stakeholders: IT Senior Management, IT Department, Customer Experience Team, Compliance and Risk Management Team.
3. External Stakeholders: Customers, IT Vendors, Regulatory Bodies, and IT Service Providers.
This role offers a unique blend of IT leadership, strategic impact, and professional growth, making it an exciting opportunity for an IT driven and customer-focused individual to make a significant difference within Tesco Insurance & Money Services.
What you’ll be doing
4. Operational Management: Oversee daily IT operations of the Insurance & Money Services division, ensuring seamless IT service delivery and operational efficiency across internal and external IT Service providers.
5. Service Improvement: Identify, implement, and monitor IT continuous improvement initiatives to enhance customer satisfaction and service quality.
6. Performance Monitoring: Track and report on IT key performance indicators (KPIs) and internal and external IT service level agreements (SLAs), ensuring targets are met or exceeded by the associated organisations.
7. Team Leadership: Lead, mentor, and develop a team of IT service operation professionals, fostering a culture of high performance and continuous learning.
8. Stakeholder Engagement: Collaborate with internal and external stakeholders, including customers, IT vendors, and cross-functional teams, to ensure alignment and successful IT operational service delivery.
9. Incident Management: Manage and resolve IT service incidents and escalations, implementing root cause analysis and preventative measures.
10. Compliance and Risk Management: Ensure all IT operations comply with regulatory requirements and internal policies, mitigating risks and ensuring business continuity.
11. Financial Management: Oversee budget planning and management for the service operations department, optimising costs without compromising service quality.
We need you to have
12. Technical Proficiency: Deep understanding with IT service management software and tools ITIL, JIRA MS Applications).
13. Leadership and Management: Proven experience in leading and managing teams, with strong motivational and team-building skills within an IT environment.
14. Operational Excellence: Deep understanding of IT operational management principles, including IT process improvement, performance metrics (SLA’s), and IT incident management.
15. Customer Focus: Strong commitment to delivering exceptional customer service and improving customer experiences.
16. Analytical Thinking: Ability to analyse data, identify trends, and make data-driven decisions.
17. Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with diverse stakeholders.
And if you have any of these, even better
18. Project Management: Excellent experience with project management methodologies and tools PMP, Agile).
19. Financial Acumen: Understanding of budgeting and financial management within a service operations context.
20. Regulatory Knowledge: Awareness of regulatory requirements and compliance standards in the insurance and financial services industry.
21. Innovation Mindset: Proactive in seeking out new technologies and methodologies to improve service delivery.
We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.
What’s in it for you
22. Private Medical Insurance (WL2+) and virtual GP Service you and your family days a year.
23. Performance related annual bonus.
24. Indulge in a generous holiday allowance with a minimum of weeks, with the opportunity to buy more.
25. Embrace the benefits of our Colleague Clubcard, enjoy a % discount that increase to % every payday (worth up to 2K). As an added perk, we’ll give you a second card to share with someone else.
26. Take part in our Buy as you Earn and Save as your Earn share schemes.
Everyone’s welcome
We want all our colleagues to always feel welcome and be themselves.We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.
Additional Information
Role Alignment
Following the announcement regarding Tesco's with Barclays, this role will support our Insurance and Money Services team and will remain with Tesco.
Interviews
Interviews are expected to be held shortly after closing date.