Senior Manager – Service Management Office

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.

• University education
• Proficiency in English
• At least intermediate Hungarian language knowledge
• Minimum 7 years relevant experience
• Experience in end-to-end finance domain working knowledge within a multi-skilled, multi-channel environment
• Project management experience
• Certification in ITIL
• Strong analytical and reporting skills
• Stakeholder management
• Strategic thinking
• CI experience is a plus
• Retail business acumen
• Czech/Slovak language knowledge will be an advantage