Senior Service Delivery Manager - Digital

Senior Service Delivery Manager, Permanent

At Costa Coffee, we’re on a mission to reimagine coffee experiences across the globe. From bustling cities to local communities, we’re creating meaningful coffee moments, powered by innovation and driven by purpose.

As a proud part of the Coca-Cola system and working hand in hand with our pioneering partners, we’re in over 50 countries and counting. Whether it’s served in-store, from a machine, at home, or on the go, every cup is thoughtfully crafted by our passionate teams who put heart into every moment. 

Our teams truly make a difference. Whether it’s pioneering new tech for the perfect pour, launching award-winning campaigns, developing exciting new menu items, or supporting our people to grow – together, we stir up success. 

As Costa continues its journey to become a truly global total coffee company, technology plays a critical role in enabling growth, resilience, and exceptional customer experiences across every market. Our Global Technology team is seeking a Senior Service Delivery Manager to lead the delivery of secure, reliable, and business-critical IT services, while shaping the future of service management on a global scale. This is an opportunity to influence strategy, drive operational excellence, and make a meaningful impact across a fast-paced business.

We value curiosity, inclusivity, and a problem-solving mindset. If you thrive in a fast-paced, global environment and are excited to make a meaningful impact, we encourage you to apply.

With inspiring experiences, development programmes, and our apprenticeship scheme, your career can grow far beyond the day-to-day.

What you’ll do 

Being a Senior Service Delivery Manager is about so much more than bringing our coffee to the world. It’s your chance to stir up real success – which means you’ll be: 

• Lead the delivery and operational performance of critical Digital and Loyalty platforms that power Costa’s customer experience across multiple global markets.
• Own the resilience, stability, and continuous improvement of customer-facing technology services, ensuring secure, reliable, and seamless digital experiences for customers and teams alike.
• Manage strategic third-party technology partners and suppliers, driving service excellence, accountability, and high-performing support for key business systems and services.
• Champion IT governance, security, and compliance by ensuring robust operational controls, access management, and SOX-compliant processes are embedded across services and platforms.
• Act as a senior escalation point for major incidents and service issues, providing leadership during critical events and supporting the ongoing evolution of Costa’s global technology operations.

Who you are 

It’s your unique ingredients we’re interested in: 

• Proven experience in IT Service Management within complex, fast-paced digital and technology environments, with the ability to manage services across the full lifecycle from strategy and design through to live operations and continual improvement.
• Strong understanding of customer-facing digital platforms and services, with a passion for delivering reliable, secure, and seamless digital experiences at scale.
• A collaborative relationship builder who can confidently partner with stakeholders, suppliers, and technical teams across all levels of a global organisation.
• Strong leadership and mentoring capabilities, with experience driving operational excellence and developing scalable, repeatable service management processes.
• A passionate advocate for high-quality service delivery, with strong practical knowledge of ITIL frameworks and service management best practices; ITIL certification is desirable.
• Commercially aware with experience managing budgets, balancing operational priorities, and making informed decisions that support both business performance and customer experience.

So, why Costa?  

We didn’t become a global coffee brand by sitting back. When you work here, you join a community that values passion, progression, and integrity—with some brilliant perks to sweeten the deal. We work in a hybrid environment, giving us the flexibility to balance life while still spending meaningful time together and building strong connections: 

• Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP) 
• An annual discretionary bonus scheme, based on business results and individual contribution.
• A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10% 
• The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure 
• 50% discount in all Costa-owned stores, and 25% off in other participating stores 
• Private medical cover thanks to our Private Healthcare scheme 
• And that’s not all. Explore even more of our perks here: https://costaperks 

Location – Where you’ll work: 

Right now, our Support Centre teams work flexibly, blending home working with in-person time whenever it matters most – whether that’s a team moment, a creative session, or simply coming together to share ideas. 

We’re excited to be moving into a new home for our brand in St Albans in January 2027 – an inspiring space from which our Support Centre teams will work three days a week to connect and collaborate in-person to bring our bold ambition to life. 

For any reasonable adjustments and general queries, please get in touch with 

We believe in living life with heart – and that starts with our people.  By showing up as our authentic selves, we create a culture where everyone belongs. We celebrate diversity in all its forms and are committed to building an equitable and inclusive environment—one that embraces the unique blend of experiences, identities, and perspectives each person brings. This rich diversity strengthens our teams and reflects