Tesco Czech Republic Hybrid Full-Time Working hours 40 Apply by 30-Apr-2026
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.
This role is based in Prague, Czechia. We currently operate on a hybrid model, meeting in our office three days a week.
What is in it for you
Tesco is a diverse and exciting employer, dedicated to being #aplacetogeton, providing career-defining opportunities to all of our colleagues. If you choose to join our business, we will provide you with (for all):
- Up to 20% yearly salary bonus - based on both individual and business performance
- Sick leave Compensation
- 1 extra week of annual leave above your legal entitlement of 4 weeks of annual leave of paid leave to support our well-being and family life
- Pension insurance contribution
- Cafeteria benefit system & Multisport card
- Training and Development Plan, supported by certified training and learning platforms like Udemy, Udemy Pro and LinkedIn
- Referral Bonus
- Flexible work time
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.
You will need
Operational skills relevant for this job:
- A good technical understanding of the infrastructure services that you will be responsible for and be able to effectively communicate solutions and establish trust with all stakeholders.
- Be able to identify, analyse, and resolve problems using logical, creative and systematic approach.
- Experience in defining and delivering critical infrastructure services in corporate environments.
- Demonstrated track record in effective supplier management.
- Competence and confidence to successfully collaborate with internal and business stakeholders as required from time to time.
- Experience in working in a matrix organization, with demonstrated influencing, facilitation, and stakeholder management skills to drive results in collaboration with your peers, without direct reporting lines since this also could be an individual contributor role with small team but having wider influence.
- Capability to lead service improvement initiatives demonstrating measurable results.
Experience relevant for this job:
Past experience in infrastructure is essential.
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}!