About the role
Responsible for driving exceptional service performance and strategic initiatives in partnership with functional leaders, focusing on enhancing the service experience for colleagues, suppliers, and customers and stakeholders by collaborating on projects that promote service excellence within a structured framework. Also oversee service performance and governance, ensuring alignment with the service management framework and organisational goals. This position requires a strategic mindset, strong leadership skills, and the Following our Business Code of Conduct and always acting with integrity and due diligence and have these specific risk responsibilities. 1. Partner with senior leaders to define and implement long-term service strategies that align with the organisation's goals. 2. Actively participate in functional leadership team meetings, sharing insights and partnering on solutions and business change implementations. 3. Tailor service experiences based on business models and stakeholder needs to personalize interactions. 4. Develop a roadmap for service management that includes key milestones, resource allocation, and performance metrics. 5. Take ownership of timely and accurate service performance by monitoring, reporting, and governance. 6. Analyze periodic performance, identify triggers for KPI/SLA misses, and strengthen controls to influence functions. 7. Foster a shift from service to experience by highlighting impact stories that positively influence the customer journey. This is achieved through sentiment analysis, insights, and the implementation of change initiatives. 8. Partner with core teams to bring experience-focused service design to life, reducing and eliminating process friction. 9. Oversee high-impact triage issues through the helpdesk and work closely with relevant teams to implement corrective actions. 10. Ensure all service lines align with the service management framework and oversee the governance of operational metrics. 11. Identify new opportunities for service design enhancements and explore new avenues for TBS. 12. Provide inputs that impact functional plans, policies, and influence budget and resource allocation. 13. Partner with technology teams to identify opportunities to enhance service delivery and efficiency across business units. 14. Play an active role as part of functional leadership and share meaningful insights which can help the business to meet its objectives. 15. Understand the strategic direction of the business, thereby building visibility which helps in shaping future initiatives. 16. Implement measures for colleague, customer, and supplier experience to drive incremental improvements. 17. Identify and mitigate risks related to service delivery, ensuring business continuity and minimizing service disruptions. Develop contingency plans and lead the response to any service-related crises.
You will be responsible for
Refer to About the Role
You will need
1. Analyzing KPI data to identify trends & opportunities in processes. 2. Use the insights gained to support the function in making informed decision-making, proactively mitigating risks and issues 3. Identify ways to measure service value 4. Ability to gather feedback, work on shared objectives, analyze business priorities and implement solutions that enhance the overall experience 5. Proficiency in managing and ensuring adherence to Service Level Agreements (SLAs), monitoring performance, and resolving any deviations.6. Experience in understanding, analyzing and evaluating business performance through various data sources 7. Knowledge on Program Management, PMP, Lean, Agile to drive ongoing process improvements and efficiency gains 8. Aware of building alternative solutions through Failure Mode and Effects Analysis (FMEA) 9. Strong problem-solving skills to identify and eliminate inefficiencies like Tech Issues by working with relevant teams 10. Ability to implement and manage change processes, ensuring smooth transitions and minimal disruption to services11. Business Partnering/Senior Stakeholder Management 12. End to End View of business and integration across functions 13. Business Analysis and Solution 14. Change Management 15. Planning, Organizing, Analysis, Influencing and Judgment 16. Operational Excellence/Commercial Acumen 17. Lean Six Sigma 18. Service Value System (ITIL) 19. Responsiveness/Ability to work in ambiguity and with agility 20. Strategic Mindset/Big Picture Thinking & future fit
Whats in it for you
At Tesco, we are committed to providing the best for you.

As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day.

Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.

Total Rewards offered at Tesco is determined by four principles - simple, fair, competitive, and sustainable.

Salary - Your fixed pay is the guaranteed pay as per your contract of employment.

Performance Bonus - Opportunity to earn additional compensation bonus based on performance, paid annually

Leave & Time-off - Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company's policy.

Making Retirement Tension-FreeSalary - In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF.

Health is Wealth - Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws.

Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.

Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.

Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.

Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle.
About Us

Tesco in Bengaluru is a multi-disciplinary team serving our customers, communities, and planet a little better every day across markets. Our goal is to create a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility through technological solutions, and empowering our colleagues to do even more for our customers. With cross-functional expertise, a wide network of teams, and strong governance, we reduce complexity, thereby offering high-quality services for our customers.

Tesco in Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 3,30,000 colleagues.

Tesco Business Solutions:

Established in 2017, Tesco Business Solutions (TBS) has evolved from a single entity traditional shared services in Bengaluru, India (from 2004) to a global, purpose-driven solutions-focused organisation. TBS is committed to driving scale at speed and delivering value to the Tesco Group through the power of decision science. With over 4,400 highly skilled colleagues globally, TBS supports markets and business units across four locations in the UK, India, Hungary, and the Republic of Ireland. The organisation underpins everything that the Tesco Group does, bringing innovation, a solutions mindset, and agility to its operations and support functions, building winning partnerships across the business. TBS's focus is on adding value and creating impactful outcomes that shape the future of the business. TBS creates a sustainable competitive advantage for the Tesco Group by becoming the partner of choice for talent, transformation, and value creation.

Senior Manager - Service Management Office