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Service Delivery Manager


Job Number: 25073

Location: Acton Support Centre (123)

Contract: Full Time / Permanent



As Service Delivery Manager you will be accountable for the end-to-end delivery of IT Services to our business, providing clear, communicated ownership for all business facing Services within your Service portfolio. Your accountability will span both business and senior IT stakeholder management, covering operational delivery, availability, stability and readiness. You will own all aspects of the end-to-end Service outcomes and will be a champion of Service delivery excellence.

Key Responsibilities:

•    Governing and enhancing the quality of delivery and execution
•    Ensuring quality and timely communications. Consistent and effective stakeholder management
•    Acting as an escalation point for key business and IT stakeholders
•    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
•    Contribution to the overall operational readiness for Peak Trading periods and mobilising and operating the Peak management plan
•    Building and maintaining excellent operational and strategic relationship with senior business, IT and Partner stakeholders 
•    Driving continuous improvements across the IT Services delivered within your portfolio
•    Ensuring effective Service reporting is produced on a daily, weekly and monthly basis, driving output of consistent quality, value and purpose
•    Conducting regular internal Operational Service Reviews to assess the quality of Service and compliance to SLAs and KPIs, address issues and explore opportunities for improvements, whilst continuing to empower our Partners
•    Conducting regular business facing Service Reviews, providing business stakeholders with performance reporting of relevance and value 
•    Building strong relationships across all Operational support teams, ensuring they are contributing effectively to the overall Service Engagement agenda and delivering to the needs of your customers
•    End to end Service Delivery accountability for business facing Services

Required 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’
•    Exposure to DevOps and Agile ways of working
•    ITILv3 Service Operations Certification as a minimum
•    ITILv3 Expert qualifications desirable


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.