Senior Service Delivery Manager


Job Number: 6222

Location: Dixons Carphone, Acton Support Centre (123)

Contract: Full Time / Permanent



Dixons Carphone are on the lookout for a Senior Service Delivery Manager with excellent stakeholder management skills for an integral role within the business. This is an exciting new position, created for a Service Delivery Manager who is experienced in building strong relationships and able to communicate and influence at all levels in a large and successful organisation.


As Senior Service Delivery Manager you will:

  • Be accountable for the end to end IT Service performance being delivered and consumed by your business functions
  • Manage stakeholder’s (up to exec level) expectations of service stability and quality
  • Be an escalation point for your key stakeholders 24/7 – 365
  • Make sure that Partners and colleagues deliver the right business outcomes to your functional areas
  • Attend ORM 3 & 4 meetings with our key partners and influence their behaviour
  • Make sure that the right level of reporting is created and validated at ORM 1 & 2 meetings
  • Provide strategic leadership with key outsource partners.
  • Hold weekly joined up service review meetings with outsource partner service leads (Service availability manager, Infrastructure Service Manager, Application Service Manager)
  • Run regular CSAT surveys with your business functions. Measuring all elements of IT performance, quality, communications (both phone and Hands & Feet), Service Improvements etc
  • Reduce overall operating costs YoY for the Services consumed by your business functions. 


For this Senior Service Delivery Manager role you will need:

  • Excellent communication skills
  • Senior stakeholder management (up to exec level)
  • In-depth system knowledge of your Business areas
  • In-depth supplier and stakeholder management experience at a senior level
  • Analytical thinker who is also able to think more broadly and strategically and assess issues from multiple viewpoints in operational delivery context
  • The ability to understand complex interrelations impacting the outcomes the business are expecting, and being able to turn insight into actionable plans.
  • Collaborative by nature and a strong relationship builder able to communicate and influence at all levels in a large and successful organisation


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.

This position has now closed.