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Head of Service Operations


Job Number: 22284

Location: Acton Support Centre (123)

Contract: Full Time / Permanent


Head of Service Operations

Acton, Head office - London 


You will be responsible for running our 24*7 Service Operations function which includes Major Incident Management, Proactive Monitoring, Problem Management, Peak Command Centre operations, Service Desk Management, Identity and Access Management, and Monitoring Operations. Your primary objective is to minimise business impact through proactive Service Monitoring, root cause elimination through effective Problem Management and quick service restoration during periods of Major Incidents. 


As part of this role, you’ll be responsible for:  

  • Ensuring adherence to the Service Operations processes by the wider DCG business and IT teams.
  • Governing and enhancing the quality of delivery and execution
  • Operational readiness for Peak Trading periods and mobilizing and operating the Peak Command Centre 
  • Building a strong relationship with the InfoSec function to ensure Service Operations and Security Operations are seamlessly delivering technology security risk mitigation


You will need:

  • Experience of leading and managing a hybrid team
  • Experience of working in an ITIL based environment
  • Experience in the Retail Sector. 
  • Experience of implementing Service Operations tooling, particularly in the domain of service monitoring and process automation


We’re one team and we celebrate all of the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits, including: 

  • DCG Pension Plan 
  • Life Assurance & Private Medical Insurance 
  • Maximum Bonus Opportunity 
  • Onsite gym & Discounted gym memberships


Beyond that, we’ll be with you every step of the way, enabling you to get the most out of your role. Training plans are a given, and you’ll have access to additional e-learning resources to really see your career develop in the way you want. We’re building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.