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Service Transformation Lead


Job Number: 22281

Location: Acton Support Centre (123)

Contract: Full Time / Permanent



IT Service Delivery Transformation Lead
Acton, Head Office - London

Role summary
You will be responsible for transforming our current Service Management Framework by effectively designing, building and implementing a modern Service Management Operating Model with key focus on service excellence and high customer satisfaction. You will create an operating model that provides the right balance between control and agility to effectively operate Cloud and Digital technologies. This will include aspects of people, tools, processes, partners and financial viability to ensure the new technologies being introduced can be effectively supported and operated on an enduring basis.


Key responsibilities:

  • Transform our existing Service Management framework to be more agile whilst providing effective governance and control to support the business strategy of being faster, clearer and simpler as part of our Target operating Model workstream.
  • Design and implement a modern Service Delivery operating model that is appropriate to operate technologies such as Cloud, Microservices and ERP using emerging best practices such as SRE and DevOps. 
  • Working closely with Enterprise Architecture to shape and influence IT Strategy from Service & Operations perspective by using your expertise in Service Management to provide thought leadership.
  • Create ‘to-be’ operating models for all aspects of Service Delivery and prepare business cases to secure funding to transition from ‘as-is’ operating models. These would include aspects such as the Service Desk, Service Management tooling, Operational Monitoring tooling, Process Automation, Infrastructure Operations, Application Support, SRE & Cloud DevOps, Deskside Support and Security Operations.
  • Build and recruit a competent Service Delivery transformation team as per the resourcing model approved in the business cases. 
  • Create a clear transition and implementation plan culminating into an overall Service Delivery Transformation Roadmap 


Key Skills:

  • Experience of transforming Service Management operating models and implementing a modern Service Management framework through effective thought leadership, preferably in a retail environment.
  • Experience of designing and implementing a ‘two-speed’ IT Service Model to effectively manage Cloud and Digital technologies along with more traditional enterprise technologies 
  • Experience in implementing modern Service Management Frameworks which balances control with agility to enable faster route to market for the business whilst protecting the stability and reliability of the service.
  • Experience of implementing industry leading Service Management tools such as Service Now and BMC Remedy, especially for improving customer experience through use of automation and self service
  • Experience of implementing industry leading Operational Monitoring tools such as AppDynamics, Dynatrace, New Relic.
  • Experience of implementing operational process automations tools such as Pager Duty, xMatters, Ops Genie, Slack, Status Page, etc. 
  • Demonstrable experience of securing funding through business case pitches for transforming operating models
  • Certified Agile Service Manager (CASM) or VeriSM or ITILv4



  • DCG Pension Plan 
  • Life Assurance 
  • Maximum bonus opportunity 
  • Onsite Gym & Discounted gym membership