Service Lead - London, United Kingdom - Sainsbury's

Sainsbury's

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

In Sainsbury's Tech we build the technology which powers the UK's number 1 multi-channel, multi-brand retailer. The role of Service Lead is central to the business-critical transformation of Technology delivery at Sainsbury's.

Reporting through to a Service Manager, at the heart of the role is a contribution to running the technology service provision for a particular area.

The role is responsible for supporting payments, gift card and fraud services provided by Engineering Teams, primarily focused on our third parties.

This includes the day-to-day operational excellence of services across a portfolio of products, ensuring both internal and external teams are performing to the relevant set of operational KPIs metrics within Sainsbury's Tech.

The role holder much have a mindset and passion for service and the ability to encourage this in the Engineering Teams.

Knowledge on payment services in retail industry is desirable

What I need to do

Ensure the day to day running of narrow portfolio, within the Payments Space and associated operation activities including incident management, problem management, change management and availability and capacity management, with support and guidance
Collaborate to provide high quality service provision, meeting agreed requirements of the engineering teams and business stakeholders.
Must be able to multitasks and manage the teams work to meet SLAs and regulatory deadlines, as well as completing critical adhoc requests
Support the process to culturally embed a methodology for delivering high quality service across their relevant domain
Ability to drive and provide a positive workplace environment
Contribute to the delivery of Service Reviews with both Product Delivery Teams and Service Assurance Teams
Working closely with the Engineering Teams, contribute to the creation of the Service Strategies for their respective products / functional areas
Deliver the assessment of all Service Transition tasks for new solutions including Knowledge Article generation Work within the Product teams to ensure delivery of services that meet customer requirements and are manageable/viable
Responsible for delivering all Risk Management closure activities, regarding servicerelated items, within respective areas, with specific guidance and support
Support, using your knowledge of service, within functional areas, including Engineering/Service Assurance Teams with the ongoing transition to full E2E Product Life cycle Management

How I will succeed

Maintain effective relationships with stakeholders, service providers, suppliers, and wider Sainsbury's Tech colleagues to ensure that service meets the required standards
Ability to follow principles and operating standards, using judgement to do what is best for the division and seeing support as needed
Collaborate with the product teams to ensure delivery of service that meet customer requirements
Continuous communication within the squad and wider team, with the aim to maintain a strong service mindset
Be aware of the possibility of change and be able to embrace change at pace
Ability to work collaboratively by engaging with internal and external teams to optimise service offerings and performance
Effectively manages risks, ambiguity and changing business priorities to deliver overall business benefit
Be comfortable at making decisions, with Management guidance as appropriate, with patchy information and in the absence of clear guidelines and frameworks

What I need to know

An understanding of industry knowledge about service management
An understanding of service management in the context of agile and iterative inhouse development, as well as more traditional waterfall programme delivery
Experience of ITIL Service Management framework
Experienced in Agile, Waterfall and DEVOPS methodologies
Understand process management and control
A broad knowledge and understanding of Sainsbury's Tech concepts with proven experience of successfully managing and maintaining services

What I need to show

Operate in an adaptive way to potential service requirements
Selfmotivated and strong time management and organisational skills with excellent interpersonal, verbal/presentation and written communication skills
Great customer service manner: supporting others to make customeroriented decisions
Supporting the implementation of processes, while working collaboratively to support the longterm wider business agenda
Problem solving and risk management experience with strong computer and software skills
Show initiative to implement new ideas whilst being able to take an objective view on what is realistically possible
Communicating and influencing, including managing messages when presenting to stakeholders
Take accountability for personal development including seeking feedback, building, and maintaining a meaningful personal development plan

Resources available to me