Vacancy details

Dotcom IT: IT Service Manager
Job Description
We’re always looking to improve our customers’ online shopping experience in any way we can. The IT Operations Team manage, maintain and evolve the IT systems which drive the order fulfillment process, ensuring that these systems allow dotcom to fulfill our delivery promises to the customer. To support our expansion plans we are recruiting for an IT Service Manager with responsibility for managing the IT Systems in the Tesco Direct Business. These systems range from payment systems, stock checkers, 750 Direct collection points to the bespoke applications in our Catalogue Shops. We are continually evolving our customer promise and the successful candidate would work closely with the Business development teams to plan and resource all future IT initiatives.

About the role

We are looking for an IT Service Manager to work within the IT Operations department in Tesco.com. This is a great opportunity to make this very visible role yours and really own service improvement. You will support and maintain IT used for Tesco.com Direct and non-food fulfillment.

Specific deliverables for the role include:

• You own service escalations and technical support queries through to rapid resolution maintaining customer satisfaction throughout
• Identify and communicate opportunities to improve service for end users
• Work with other service & technical teams in the UK and India to provide technical support and drive delivery of agreed improvement work (technical & process improvement)
• Forge a good working relationship with our internal stakeholders responsible for Direct and New Store openings.
• Understand and translate business aspirations into practical and achievable plans. Candidate Profile

About you:
The ideal candidate will have a degree level (2:1) qualification or equivalent in Computer Science or related discipline. To succeed you’ll need a logical approach to problem solving, and the ability to constructively review existing support processes, identify and propose service improvements.

It’s essential you:

• Are interactive and a good team player
• Have excellent communication skills with sound analytical & problem solving skills
• Can cope well under pressure
• Are adaptable and welcome to change

Essential Technical skills:

• Good all round MS Office skills.
• Intermediate/ Advanced Excel

Other Desired Technical skills:

• Working VBA Knowledge
• Experience using call logging / service desk tools
• Microsoft SQL Server

Skills and experience in the following areas are also highly desirable:

• Change, Incident and Problem Management processes
• Previous Retail experience

It would be advantageous if you have had exposure to a similar area in a large IT organization based on ITIL framework and experience in a service desk / support role.

You should be flexible on working hours, role based in Welwyn Garden City and willing to travel to different sites within the UK (a full UK driving license is required). You must also be eligible and willing to undertake periodic visits as deemed necessary by the business to our Support Office in Bangalore.
Tesco - 11 months ago