Service and Operations Manager

About the role

As a Service & Operation Manager you build and maintain a strong service and operations team capable of delivering excellent services to Tesco's customers and colleagues. You also ensure that high service availability is maintained by resolving or responding to support issues quickly.

In Data Platforms we manage complex ecosystem of 3rd party products and Open Source frameworks that power Big Data platform, Data Warehouse and middleware. We design, build and operate systems from HW through to the SW frameworks that are then used by tenants to build their solutions. Our current estate covers c. 2000 servers.

You will be responsible for

You are responsible for incident management, request fulfilment, systems monitoring, service introduction, customer / stakeholder engagement and acts as a further escalation point in the system. You represent Service and Operations across all of Tesco Technology and with suppliers, and provide oversight / governance over Project transitions and Service Introductions for Service and Ops. You continually aim to make services and internal processes efficient by driving improvements, and you employ process driven incident and service management techniques to ensure the smooth functioning of operations.

• Manages day to day functioning of Service & Operations team while maintaining high standards in customer service.
• Maintains high availability of systems by implementing robust processes to detect and resolve incidents early, employing effective problem management techniques in accordance with defined priorities.
• Demonstrate high degree of ownership and provide support for significant/major incidents.
• Ensures changes to IT systems are well understood coupled with risk / impact assessment and dependencies for communication to relevant parties.
• Collaborates effectively with internal teams and external suppliers to improve resolution times where possible.
• Leverages various source of information in conjunction with analytics to continually improve service and overall customer experience.
• Co-relate risks and issues for various systems within the support boundaries.
• Drives down operational costs while striving to maximise on efficiency of Operations.
• Perform staff scheduling to ensure 24*7 coverage of Services and Operations.
• Define smart objectives aligned to organisational priorities for supporting performance evaluations, promotion and hiring.
• Creates an environment for learning and development to foster talent and promote innovation while practising inclusivity.
• Provide leadership by projecting a positive attitude, and being a role model for personnel development
• Manage resource and stakeholder expectations across multiple high priority initiatives
• Successfully perform planning, directing, reporting and other administrative responsibilities

You will need

• Service management
• Monitoring and operations
• Process automation
• Data analytics and reporting
• Operational efficiency
• Market Knowledge (Service & Operations)
• Supplier performance management
• Core Technology
• Product Methodologies
• Retail Technology Awareness
• Communication & Influencing
• Strategic Thinking & Problem Solving
• Finance & Procurement
• Embracing and Enabling Change
• Skills as demonstrated by Senior Systems Analyst, Lead Systems Analyst (or equivalent)

Whats in it for you?

YOU WILL ENJOY WORKING WITH US BECAUSE WE CAN OFFER YOU:

THE CLASSIC - You can look forward to being given your own laptop, a cell phone for personal use, 5 weeks of vacation, a meal allowance, a contribution to Multisport card, a 15 % discount on every purchase at Tesco, modern offices in Prague - Vršovice, free parking in the shopping mall Eden and much more...

WELLBEING FIRST - We know how important the family is and that is why we offer a wide range of benefits focused on family support, such as maternity and paternity leave up to 100 % of salary, above-standard support for adoptive parents and foster parents. We also offer a gift basket for a newborn or adopted child and additional time off for important life events such as weddings, moving out, accompanying a first grader on the first day of school and much more...

COMPANY CULTURE - We offer a flexible and friendly environment that allows you to be yourself and combine family life with work. We organize various community events several times a year, such as BBQs, summer games, St. Nicholas Day, or Christmas parties.

VOLUNTEERING - Our mission is to give something extra to our customers, communities, and the planet every day. That's why we engage in multiple charitable activities that you can be a part of and take up to 2 days of paid time off to volunteer.

SUPPORTING YOUR MIND, BODY AND LIFE - It doesn't matter if you prefer to release the endorphins while relaxing or at the gym. In the benefit system Cafeteria, you can choose how you want to take care of yourself. Free fruit in the workplace will encourage you to eat healthier. We organize themed lectures and workshops to support your personal well-being, focusing on your mental and financial health. For colleagues in difficult situations, we offer our Employee Assistance Program or financial support from our charity program, Tesco Angel.

CAREER AND PERSONAL GROWTH - Are you eager for new challenges and don't like falling into a rut? Our dynamic environment of a large international company will allow you to discover a world of different career opportunities and your own self. We offer career advancement, training, online English classes, or an internal mentoring program.

FLEXIBILITY – We know how important work life balance is. We respect the needs of our colleagues and offer them flexible start and finish at work and home office with a minimum of 3 days/week in the office.

Tesco is committed to celebrating diversity and everyone is welcome at Tesco. As a Disability Confident Employer, we're committed to providing a fully inclusive and accessible recruitment process, allowing candidates the opportunity to thrive and inform us of any reasonable adjustments they may require.

If that sounds exciting, then we'd love to hear from you

About Us

Tesco Technology was established in Prague to support Tesco's retail business in Central Europe and across the Tesco Group. What began as a regional center over 25 years ago has evolved into a modern, forward-thinking team, driving innovation and digital transformation throughout the region.

With operations in the UK, Ireland, India, Hungary, Poland, and the Czech Republic, we're committed to delivering great value to our customers every day.

Let's {code} the future together at {Tesco Technology}