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Head of Service Engagement


Job Number: 22286

Location: Acton Support Centre (123)

Contract: Full Time / Permanent



Acting as Head of Service Engagement, leading a team of both internal FTEs and Partner delivered teams you will be accountable for the end-to-end delivery of IT Service to our business, providing clear, communicated ownership for all business facing Services. Your team’s accountability will span both business and senior IT stakeholder management, covering operational delivery, availability, stability and readiness. Underpinning and supporting your stakeholder management accountabilities your team also has the ability to effect change and drive the necessary outcomes required to meet the operational needs of the business. 


Key Responsibilities:


•    Service Delivery Management – managing all aspects of Service Delivery, from customer engagement and stakeholder management through to Service improvements and Peak readiness.
•    Application Service Management – managing a team of internal FTEs and Partner provided resources, to delivery Application Services in line with agreed SLAs and KPIs. Ensuring the application service teams are fully integrated into the overall Service Engagement agenda. 
•    Service Availability Management – leading partner delivered teams in integrating and managing Infrastructure and Application Services and teams, as a seamless service tower to continually meet the Service availability needs of the business. Supporting and driving agreed outcomes, across Service Operations and Service Management.
•    Driving continuous improvements across both the IT Services delivered and the overall Service Engagement Function, to ensure the continual delivery of value to our business
•    Conducting regular internal Operational Service Reviews with to assess the quality of service, compliance to SLAs and KPIs, address issues and explore opportunities for improvements, whilst continuing to empower our Partners
•    Supporting the Service Operation team in delivering Operational SLAs and KPIs, such as Incident response, Incident communications, Incident resolution, reduction in MTTR, Root Cause analysis and elimination


Desired Skills & Experience:


•    IT Support and Operations experience at senior level
•    Experience of leading and managing a hybrid team
•    Experience of working with 3rd Party support teams and strategic Partners
•    Experience of working in an ITIL based environment
•    Experience in the Retail Sector. 
•    Experience of managing multiple vendors and an understanding of a ‘win-win culture’


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.


It’s an exciting time to join us and find yourself a place in our growing success story, apply now.