Service Lead
London, UK IT development
Job 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 an Engineering / 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 specific services provided by Engineering Teams, primarily focused on third party delivery. This includes responsible for day-to-day operational excellence for run services across a smaller portfolio of products, ensuring both internal and external teams are performing to relevant set of operational KPIs metrics regarding ITIL measures within Sainsbury’s Tech.
The role holder must have a mindset and passion for service and the ability to encourage
this from within the Engineering Teams, be prepared to adjust while we move to a mature state regarding End-to-End Product Lifecycle Management delivery.
What I need to do
• Ensure the day to day running of a narrow portfolio, within their CTO Domain 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.
• Support the process to culturally embed a methodology for delivering high quality service across their relevant domain
• 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 service-related 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 on-going transition to full E2E Product Lifecycle 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 seeking 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 with regard to service management
• An understanding of service management in the context of agile and iterative in-house 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.
• Strong customer Service manner: supporting others to make customer-oriented decisions
• Supporting the implementation of processes, while working collaboratively to support the long-term wider business agenda
• 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
● Service Assurance team within Service Operations
● Other Service Managers and Service Leads within the Domains across Sainsbury’s Tech
● Engineering teams
● Service Community of Practice
● Learning and Development resources, including Our Sainsbury’s
What decisions I can make
● Approve acceptance of specific narrow solutions into BAU support, with support
● Apply Level of Service Transition approach for Product initiatives
● Approval of specific changes to solution in the live environment
● No specific budget
We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:
Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary (which may vary for Nectar360), depending on how we perform.
Your wellbeing is important to us too. You'll receive an annual holiday allowance and you can buy up to an additional week's holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme.
Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.
Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).