Your new role
The Service Operations team are responsible for providing the first point of contact for all IT issues across the DFS Group. The team consists of 1st & 2nd line IT Service Desk & support. It is responsible for managing the demand and queries into the team relating to IT services and incidents along with ensuring adherence to a number of industry standard practices / processes: such as Incident Management, Problem Management and Change Management. The role will provide effective leadership, direction and management of the service team, driving performance, continuous improvement in a cost effective, customer focused way.
What you'll be doing
- Leading the Service Operations team to deliver: Customer focused 1st & 2nd line support to all DFS Group colleagues, across the full IT landscape.
- Reducing call volumes & demand into the team through the introduction of automation / education and self service
- Proactive monitoring of Critical business processes and key components, to proactively respond and react to the prevention / early response of Incidents
- Managing the hardware / IT assets across the Group to support financial forecasting of spend, decommission process, reducing costs associated to damage, re-purpose of assets as part of the JLM process
- Supporting the development and delivery of the Service Operations road-map
- Simplifying processes / routes into the team to drive customer satisfaction metrics
- Providing resources to support Service transition activities. providing and reviewing key service acceptance criteria and any related documentation of those supporting activities
- The Group Change Management process, governance and reporting
- Reporting demand into the team to support reviewing performance, identifying continuous improvement initiatives, understanding costs and driving efficiency
- Financial management of IT assets and supplier contracts that contribute to the Technology Operational costs, driving for cost savings and efficiencies.
- The creation and maintenance of the Service Operations Knowledge base
- Defining of goals that support transparency and overall delivery to both the team and stakeholders
- To support the defining and standardisation of ways of working, reporting suites giving consistency in approach and delivery to the business
- Monitor working standards to highlight, remediate and rectify concerns
- Manage the resource profile / availability of key resources across the function to support understanding capacity / contention and skills gaps needed to support operational demand and the achievement of key business SLA’s
- Training / coaching and development of the team to support responsiveness to demand, retention and succession planning
- Management, identification & mitigation of risk across the function / business
- Ensure that that laptops, PC’s and other access devices are built and maintained to high standards of performance and security following internal policies and procedures
- Ensure that patching and anti-virus updates are carried out promptly and effectively.
- Introduction and management of key processes / procedures and policies for the function
- Cross skilling team members to increase knowledge across the function, remove single points of failure and support demand management
- Create a culture of continuous improvement & problem solving across the function
- Management of an out of hours / on call service
The role is for you if...
- Expertise in Service Operations
- Upholds high personal and professional integrity and strong work ethics
- Proactively resolves issues and collaborates with teams
- Manages adversity and challenging situations effectively
- Results-oriented and committed to completing operations
- Communicates effectively with all stakeholder levels regarding demand, incident, and change management, strategic initiatives, and cost control
- Handles complaints, disputes, conflicts, and negotiations efficiently
- Builds strong internal and external relationships, including with suppliers and partners
- Skilled in workflow prioritization based on risk, impact, and urgency
- Breaks down complex problems and makes sound, timely decisions
- Resolves issues effectively
- Develops, coaches, mentors, and teaches team members
- Identifies and recruits talent for technical and non-technical roles
- Provides clear direction and sets objectives to create a high-performing, customer-focused team
- Builds trust, respect, and cooperation within teams
- Understands asset management and cost control in IT
- Strong written and verbal communication skills
- Delivers quality customer service to defined metrics
About DFS
It takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on great quality sofas since 1969.
We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’.
Are you ready to make yourself at DFS?
DFS Group is proud to be an equal opportunities employer; celebrating diversity and committed to a culture of inclusion and belonging. We extend a warm welcome to everyone, embracing a variety of voices and perspectives. As we continue to work on building a workplace that is representative of the customers we serve and the communities we live and work in, we strongly encourage applications from members of minority and under-represented groups. Across the Group, we want to create an environment where everyone feels at home.
DFS Benefits
- Excellent salary plus company bonus, plus extensive benefits package
- Progression and Development opportunities to grow your skills
- A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
- Generous holiday allowance – the time you need to rest and relax and the longer you’re with us, the more time you’ll get! Opportunity to purchase additional holidays each year!
- Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
- Access to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more.
- Discounted Gym and Cinema memberships to help you unwind
- Group Pension Scheme
- Group Sharesave Scheme
- Life Assurance & Company Sick Pay
- Full comprehensive training
- Paid days to volunteer each year
Any offer is subject to references & DBS Checks