SERVICE SYSTEMS & OPERATIONS MANAGER

Praha
Trvalý pracovní poměr
Plný úvazek

Před 6 dny

About the roleAs 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.Key ResponsibilitiesYou 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.

Skills & ExperienceOperational skills relevant for this job:

Service management
Monitoring and operations
Process automation
Data analytics and reporting
Operational efficiency
Market Knowledge (Service & Operations)
Supplier performance management
Core Technology
Product Methodologies
Retail Technology Awareness
Communication & Influencing
Strategic Thinking & Problem Solving
Finance & Procurement
Embracing and Enabling Change

Experience relevant for this job:

Skills as demonstrated by Senior Systems Analyst, Lead Systems Analyst (or equivalent)

Additional informationBenefitsTesco 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):

Learning opportunities - certified technical training and learning platforms like Udemy, Udemy Pro and LinkedIn
Referral Bonus
Up to 20% yearly salary bonus – based on both individual and business performance
Cafeteria & Multisport
Additional 5 days of paid leave to support your well-being and family life
Shopping discount in our stores

What our colleagues like the most at Tesco

We develop our own products
We make an impact; large scale of operation
Accountability and respect are given to us
We cooperate and support each other
There are great colleagues who are divided into small teams here
We can develop and learn new things

Join our team and be a part of building one of the biggest brands in the retail industry!Let us know you are interested by pushing the ANSWER button!#LI-ACS1

Tesco

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