Service Manager - Food Online & Membership Platforms

We are seeking a Service Manager to join our Technology team, focusing on Food Online & Membership Platforms. You will be responsible for owning the day-to-day performance, stability, and continual improvement of one or more payment services.

Job Description

As a Service Manager, you will play a crucial role in maintaining service health, managing operational risk, and driving continuous improvement. You will work closely with technical teams, suppliers, and stakeholders to ensure that our platform services remain stable, secure, and fit for purpose.

Key Responsibilities:

• Own the day-to-day performance, stability, and continual improvement of one or more payment services
• Monitor service performance, risks, and trends, identifying opportunities to improve reliability, resilience, and user experience
• Act as an escalation point for incidents, problems, and changes affecting your services, ensuring issues are resolved and improvement actions are delivered
• Lead service recovery activities during major incidents and work with suppliers and technical teams to minimise customer impact
• Build strong relationships with technical teams, business stakeholders, and third-party suppliers
• Lead or contribute to service reviews, using insight and feedback to help shape improvement priorities
• Support operational readiness activities, ensuring new products, changes, and enhancements are ready to be supported in live service
• Manage service risks, compliance requirements, and continuity activities, helping keep services secure, resilient, and aligned to payment security requirements

Requirements:

• Experience managing or supporting business-critical technology services in a service management, operations, or service delivery environment
• Experience working with high-availability customer-facing services
• Strong stakeholder management skills, with the ability to build effective relationships across technical and business teams
• Experience investigating service issues, identifying improvements, and driving positive outcomes for customers or colleagues
• Experience working with suppliers and supporting service performance against agreed service levels and expectations
• Strong analytical and problem-solving skills, with the ability to use data and insight to support decision-making
• A good understanding of service management frameworks, principles, and best practice (such as ITIL, ITIL 4, or equivalent)
• A good understanding of Service Management toolsets such as Jira, Confluence, or ISM

Benefits:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Private healthcare
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co-op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition, and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme