Senior Manager – Service Management Office

Tesco is committed to celebrating diversity and everyone is welcome at Tesco. As a Disability Confident Employer, we're committed to providing a fully inclusive and accessible recruitment process, allowing candidates the opportunity to thrive and inform us of any reasonable adjustments they may require.
In our stores, distribution centers and head office we have 74 % of female, 26% of males, 6% of colleagues with disability and 61% of colleagues who have caring responsibilities.
We have representatives of more than 40 different nationalities from 5 different continents working in our stores, DCs and offices. You will identify 7 different nations represented in our Leadership Team.
Tesco outh to be an attractive employer for everyone regardless of their age, gender, religion or nationality.

More information can be found at: https://kariera.tesco.sk/en/

Received awards:

• Najzamestnávateľ 2023 – 2nd place in the Trade and services category
• Via Bona Slovakia 2020 - winner in the category Responsible large company, award for the Public Prize
• Najdôveryhodnejšia značka 2023 – awards in the category E-grocery stores, Non-bank consumer loans, Food sellers, Private brands
• Roma Spirit 2022 – winner in the category Company and employer

This is a very strategic role that is responsible to partner with Operations, Stakeholders and Technology to ensure the service delivery and experience to customers/colleagues/suppliers is world-class.
Best placed to spot trends and gaps on improvements that needs to be driven.
Visibility and close working relationship with business leaders through various governance forums.
Part of the CE Tesco Business Solutions leadership team to Partner on strategic projects and outcomes.
• Following our Business Code of Conduct and always acting with integrity and due diligence.
• Implement SMF practices using ITSM principles for all services delivered across Central Europe by designing service catalogue and other important components like service definition, interaction model, escalation matrix, establishing relevant SLAs, KPIs, Reverse SLAs and Operating level agreements.
• Establish and maintain relationships with stakeholders, operations teams, technology & third party vendors.
• Define, agree & implement the right Service governance mechanism across the layers including Operations, key business stakeholders and technology teams. Chair key conversations with business leaders on a quarterly and half-yearly basis.
• End-to-end ownership of service performance monitoring, reporting and governance, including analysis of periodic performance, identifying triggers for SLA/KPI miss, ensuring RCAs are completed, and reviewing and confirming resolution.
• Act as the SPOC to liaise with the stakeholder in case of any issue or concern related to service delivery across the function.
• Responsible for service improvements in partnership with Ops teams.
• Partner with Ops teams on strategic priorities that enables improvement of services and business outcomes.
• Work with Ops teams and transition teams to understand any change in scope and its impact on service catalogue/change in existing services.
• As a people manager, responsible for hiring, conducting data driven performance management conversations, developmental feedback, rating discussions, succession planning, creating career path, mentoring and coaching, timely recognition for effort and results delivered.

Tesco is a diverse and exciting employer, dedicated to being #aplacetogeton, providing career defining opportunities to all our colleagues. If you chose to join our business, we will provide you with:
• Competitive Compensation packagebased on your experience and skills (eligibility for annual bonus, Healthcare package, Cafeteria, 10%+5% shopping discount in every Hungarian Tesco store)
• Career Growthis not just a cliché - we operate in 3 markets as one Central European business, so there are many opportunities for growth and development
• Solid Business Backgroundwith more than 100 proud years of company history
• We are a Great Teamand we are not fond of any formalities here
• Modern Officewith great location (e.g.: free parking)
• Hybrid Working policy (e.g.: home-office)
• Relocation Bonus when permanently moving to Hungary
 
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