ITSM Service Lead Tesco Mobile

We are looking for an experienced and motivated ITSM Service Lead to join our team. This role is ideal for someone who is passionate about delivering high-quality IT services, driving continuous improvement, and working collaboratively in agile environments.

You will be responsible for the performance, delivery, and ongoing enhancement of IT services across the organisation. You will act as a key link between technical teams and business stakeholders, ensuring services meet agreed standards and support business objectives.

You will be responsible for:

Lead the end-to-end delivery of IT services and platforms within a designated tribe.
Monitor service health and identify opportunities for improvement.
Ensure services meet performance, availability, and quality targets, including cyber-specific measures.
Lead ITSM processes such as Incident, Problem, Change, and Knowledge Management.
Collaborate with stakeholders to align services with business needs and contractual obligations.
Participate in Agile ceremonies and promote agile ways of working.
Work with tooling teams to optimise ITSM platforms and identify opportunities for automation and self-service.

You will need:

Proven experience in IT Service Management, ideally in a lead or senior role.
Strong understanding of ITIL principles and service lifecycle management.
Experience working in Agile environments (e.g., Scrum, Kanban).
Proficiency with ITSM tools and platforms such as HaloITSM and Splunk.
Strong communication, stakeholder engagement, and analytical skills.
ITIL Foundation certification (minimum); Agile or Scrum certification is beneficial but not essential.
Strategic thinker with a proactive approach.
Comfortable working in dynamic, cross-functional teams.
Passionate about service excellence and continuous improvement.

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What's in it for you:

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

Annual bonus scheme of up to 20% of base salary
Holiday starting at 25 days plus a personal day (plus Bank holidays)
Private medical insurance
26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility