Service Systems & Operations Manager

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.

This role is based in Prague, Czechia. We currently operate on a hybrid model, meeting in our office three days a week.

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.