Head of Service Practice

Head of Service Practice

Up to £100,000 plus private healthcare and more great benefits (Work Level 4)  

Manchester city centre - in this role you’ll work in a hybrid way splitting your time between home and the office once at least twice a month (find out more about our hybrid working policy at    

We’re open to applications from people who may require flexible working arrangements. There’ll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.  

We’re reshaping our Digital, Technology and Data function for the future, creating new opportunities, strengthening our capability, and building clearer, more resilient ways of working so we can deliver even better services for our Co-op, our colleagues, members and customers.  

As part of this we’re looking for a Head of Service Practice to join our team. We'll look to you to develop Co-op's service practice capability, creating a more consistent and effective approach to managing technology services across our organisation. Working with product, platform and business leaders, you'll establish the standards, frameworks and communities that help teams deliver high-quality, resilient services and bring greater consistency to how we manage them across Co-op.

Why this role matters  

Technology services play a vital role in supporting our colleagues, members and customers every day. Through coaching, mentoring and sharing best practice, you'll help service professionals develop their skills, grow their careers and build a strong sense of community across our technology teams. And as our technology landscape evolves, you'll bring teams together around a shared approach to service management, creating the standards, support and learning culture needed to improve service quality, reduce risk and deliver better outcomes across Co-op.

What you’ll do  

• Lead the development of Co-op's service practice capability, helping to create a more consistent and effective approach to managing technology services across our organisation
• Set and embed service standards, policies and ways of working that help teams deliver reliable, high-quality services
• Build and grow a community of service professionals, creating opportunities to share knowledge, learn from each other and develop best practice
• Develop coaching, learning and career development frameworks that help service practitioners build their skills and progress their careers
• Use service health data and insight to identify opportunities for improvement, helping teams improve performance and reduce operational risk
• Work closely with product, platform and business leaders to strengthen service maturity and embed consistent practices across the organisation
• Help teams manage change safely and effectively, while driving improvements in problem management to address issues at their root cause
• Champion a culture of continuous improvement, learning and collaboration, supporting teams to deliver better outcomes for colleagues, members and customers

What you’ll bring  

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:  

• Significant experience leading service management or service practice functions within a complex technology environment  
• Strong knowledge of service management frameworks and methodologies, such as ITIL, and experience embedding best practice at scale  
• The ability to build strong relationships and influence outcomes across a large organisation, including teams outside of your direct line management  
• Experience using data, governance and continuous improvement approaches to improve service quality and performance  
• A passion for developing people, building capability and creating inclusive, high-performing communities of practice

We know some people may hesitate to apply if they don’t meet every requirement. At Co-op, we’re committed to building diverse and inclusive teams, so if you’re excited about this role but your experience doesn’t align perfectly, we still encourage you to apply.  

Why Co-op?  

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:  

• An annual bonus (based on personal and business performance)  
• 28 days holiday (rising to 32 with service) plus bank holidays  
• A pension with up to 10% employer contributions  
• A company car or £6,000 car allowance  
• Private healthcare  
• Access to a subsidised onsite gym (at our Manchester HQ) – Manchester based roles only  
• 30% discount on Co-op products and 10% off other brands  
• Stream – early access to a percentage of your pay as you earn it  
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice  
• 24/7 colleague support service  
• Training and support for your development and career progression  
• Cycle-to-work scheme  

A place you’ll belong  

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.  

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.  

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion