Head of Service Management

Job Description About the role This role is crucial to make sure Infrastructure meets Business continuity and regulatory requirements and stays secure at all times, enhanced availability and lowered restoration times . You will work with different Service and Operations leaders, Security and other Technology teams for being successful in this role. The role also brings in thought leadership and contribution panning across wider Tech organization. The role also is positioned well towards Director succession and hence has a significant potential to grow in the organization. You will be responsible for This role has three main responsibilities, ensuring the continuity of the business, complying with security controls for infrastructure, and managing risk. Business Continuity: You will be responsible to strategize and execute business continuity exercise for Technology and constantly improve the resiliency of our Infrastructure and overall business systems. You would also be required to think beyond BCP and execute on the wider total loss scenarios involving Infrastructure components. Security controls: You will be responsible for owning end to end compliance to security controls and audit requirements like ICFR etc. which are shared by security time to time. You will be front ending the assessment and audits, working closely with wider infrastructure teams to ensure we are always compliant with the controls and providing sufficient evidence in required reporting requirements. You will also ensure that Infrastructure components are always patched regularly, and vulnerabilities maintained within the governing control limits as advised by Security. Risk management: You will be responsible to constantly manage the infrastructure risks associated with Infrastructure components like obsolescence / single point of failures, etc. and work with broader Infrastructure teams. You will also be required to maintain a constant communication with the service assurance team and help prioritize the risk related deliverables and making way into the roadmap actions if needed. While delivering all the above, you will ensure that we measure and improve our compliance continuously with focus on stability, aligned with Tesco priorities and driven by value. You will need Ability to define a Service Strategy towards the compliance related activities a communicate it efficiently and achieve buy-in with various stakeholders across all levels of Service Management leadership history in a global, distributed environment. Proven experience to define and drive BCP and compliance end to end in a Service & Operations environment. Deep knowledge in ITIL or Lean Six Sigma in an Agile/Devops environment, Design Thinking desirable Proficiencies in using Data Science and Analytics for Service Management Track record for driving Automation, utilising classical and AI based approach. Capability to build and manage a multinational team of direct and indirect contributors. Excellent communication and influencing skills on all levels. Broad technical knowledge in a variety of platforms and systems relating to Service Management in a large-scale, international environments. Infrastructure security certification will be desirable. 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. Annual Bonus - Opportunity to earn additional bonus, distributed as 2/3rd in compensation and 1/3rd in shares. 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 At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our valueswe treat people how they want to be treated. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve. At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed. We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexiblyspend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone's life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.