ITSM Service Lead - Tesco Mobile

At Tesco Mobile, we’re all about keeping our customers and colleagues connected and technology plays a huge part in making that happen. As our ITSM Service Lead, you’ll be the go-to expert ensuring our IT services run smoothly, perform brilliantly, and continuously evolve to meet business needs.

You’ll act as the vital link between technical teams and the wider business, translating service performance into real-world impact. From driving service improvements and leading key ITSM processes to partnering with team members across the organisation, you’ll make sure our digital services are reliable, resilient, and ready for whatever comes next.

Working within one of our tribes, you’ll collaborate with technical leads, product owners, and operational teams to deliver first-class service performance — aligning with our goals around customer experience, cyber resilience, and operational excellence. You’ll also play a big part in embedding Agile and ITIL best practices, helping shape a culture of curiosity, continuous improvement, and smarter ways of working.

This is a role for someone who thrives on collaboration, enjoys problem-solving, and takes pride in making things work better, for the business and the people who rely on it every day.

This role requires a minimum of two days a week in our Manchester site

Tesco Mobile is a totally unique business, a 50/50 joint venture between VMO2 and Tesco that launched back in 2003 and has gone from strength to strength as we’ve launched into new services, markets and customer propositions.

Tesco Mobile has more than 5 million customers and is award-winning, instilling agile methodologies and cultivating a fantastic can-do attitude across it's teams. We're always on the lookout for the best talent, be that from our two shareholders or the wider industry.

Working at Tesco Mobile means being employed by one of our joint venture shareholders – Virgin Media O2 or Tesco Mobile, our Head Office vacancies are advertised under both brands. Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well. We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to care for human connection – we are supermarket mobile!

In order to be considered, you must have the following experience;

• Proven experience in IT Service Management, ideally in a lead or senior role.
• Strong understanding of ITIL principles and service lifecycle management.
• Experience working in Agile environments and familiarity with Agile frameworks (e.g., Sprint, Scrum, Kanban).
• Proficiency with ITSM tools and platforms.
• Excellent communication, stakeholder management, and analytical skills.
• ITIL Foundation certification (minimum); Agile or Scrum certification would be beneficial but not necessary.

We'd also love you to bring;

• Strategic problem solver with a proactive approach.
• Comfortable working in dynamic, cross-functional Agile teams.
• Passionate about service excellence and continuous improvement.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Tesco Mobile means you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

We're all about hybrid working here, so expect to have a base location where you'll have the right facilities to enable amazing collaboration and quality time with your team, alongside all the right kit to work from home too.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include two stage interview process.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Tesco Mobile family.