Senior Service Delivery Manager

We have an exciting opportunity for an experienced Senior Service Delivery Manager to join our Business Operations team. Reporting to the Head of Business Operations, you will play a pivotal role in leading the delivery, support, and continuous improvement of Tesco Mobile Ireland's technology services and operational processes.�

This role combines technical delivery leadership with people management, making it ideal for someone who enjoys developing high-performing teams while driving operational excellence. You will work closely with senior stakeholders, subject matter experts, and external partners to ensure the successful delivery of technology solutions that support our colleagues and customers.

As a key leader within the organisation, you will oversee critical technology services including network and security solutions, CRM platforms, customer-facing digital channels, and operational governance, ensuring services remain secure, stable, and customer-focused.�

• Leading, coaching, and developing a team of technical and operational support colleagues, creating a high-performing and engaged culture.�
• Overseeing the delivery, support, and continuous improvement of network, security, CRM, website, and mobile application services.
• Building strong relationships with internal stakeholders, suppliers, and strategic partners to ensure excellent service delivery and operational performance.�
• Acting as the escalation point for technical issues, service delivery risks, major incidents, and operational challenges.�
• Supporting the design and implementation of new products, services, and technical solutions in partnership with the Pre-Sales and PMO teams.
• Driving service transition activities and ensuring new services are effectively embedded into business-as-usual operations.
• Owning and governing Standard Operating Procedures (SOPs), operational processes, and documentation frameworks across the business.�
• Leading process mapping, identifying improvement opportunities, and implementing standardisation and automation initiatives.
• Supporting audit, compliance, risk management, and governance requirements through robust operational controls and documentation.
• Managing supplier performance and ensuring services are delivered in line with agreed service levels and business expectations.
• Coordinating major incidents, crisis response activities, and business continuity support when required.

• Significant experience in IT Service Delivery, Technology Operations, Business Operations, or Technical Delivery leadership roles.
• Proven experience leading and developing multi-disciplinary technical and operational teams.�
• Strong people leadership skills with the ability to motivate, coach, and influence teams and stakeholders.
• Experience managing third-party suppliers and service partners, with a strong understanding of service performance and governance.�
• Knowledge of technology environments including networks, security solutions, CRM platforms, websites, and mobile applications.�
• Experience delivering operational excellence initiatives, including process optimisation, SOP development, and continuous improvement programmes.�
• Strong stakeholder management and communication skills, with experience working effectively with senior leaders, business teams, and external partners.�
• Excellent problem-solving, decision-making, and risk management capabilities.
• Knowledge of IT Service Management (ITSM) principles and service delivery best practices.�
• The ability to remain calm under pressure and effectively manage major incidents, operational escalations, and business continuity situations.�

This is an excellent opportunity for a strategic and people-focused technology leader to drive service excellence, operational performance, and continuous improvement across a critical business function while helping Tesco Mobile deliver exceptional experiences for customers and colleagues.

At Tesco, our vision is to become every customer�s favourite way to shop, whether they are at home or on the move. Our core purpose is to serve our customers, communities, and the planet a little better every day.

At Tesco, we pride ourselves on having an inclusive culture where everyone can truly be themselves. This is embedded in our values: we treat people how they want to be treated. We celebrate diversity and recognize the value and opportunity it brings, ensuring our colleagues feel they can be themselves at work and are supported to be at their best.

We have embraced a blended working week, combining office and remote working. Our offices remain places for connection, collaboration, and innovation. We are committed to building an inclusive workplace that celebrates the cultures, personalities, and preferences of our colleagues, who in turn help build our business's success and reflect the diversity of the communities we serve. Our stores are welcoming places for everyone, with colleagues trained to support those with visible or hidden disabilities through the Sunflower Lanyard programme.

As a large business with diverse roles and flexible working patterns, Tesco can find something that suits you. We celebrate diversity and welcome everyone. Our inclusive recruitment process ensures candidates can thrive and request any necessary adjustments. For more information on accessibility support, visit Tesco Careers Accessibility.

If you need additional support, please email tescoireland.recruitment@tesco.ie. This will help us understand how we can best support you through the recruitment process.