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Senior Service Delivery Manager

Your new role

The Service Delivery team is the backbone of our IT operations, ensuring seamless day-to-day support across the entire group. They are the frontline heroes, tackling any IT requests or incidents that arise.

As our new IT Service Manager, you will be the key liaison between IT services and all business areas. Your deep expertise in our processes will be invaluable. Reporting to the Head of Service Operations, you will forge strong partnerships with IT business partners, business stakeholders, and supplier communities.

What you'll be doing

  • Accountable for the efficient running and delivery of IT services to the whole group
  • Highly customer focused and can interpret IT issues into business/customer impacts
  • Acts as an escalation point for both the user community and IT business partners into Service Delivery
  • Responsible for the management of a multi-sourced  supplier environment across multiple locations, utilise data in the form of KPIs and Service Levels to achieve this.
  • Responsible for the introduction of new services into Service Delivery, ensuring that the most appropriate support model is in place.
  • Responsible for Continuous Improvement of IT services provided to a given area.
  • Responsible for Major Incident Management - ensuring that teams work together in an efficient and effective way to restore service, business communications are simple, clear and published in a timely manner, post incident reviews are performed and actions completed.
  • Responsible for identify service risks and proactively seeking mitigations
  • Responsible for the delivery of service reviews with business and suppliers, reviewing any KPIs, defining service improvement plans and solutions for repeat ongoing service issues.
  • Travelling to customer sites i.e. CDC, manufacturing sites, stores and suppliers
  • Accountable for services across Multiple Brands for example Supply Chain Senior Service manager will be responsible for Supply chain across both DFS, DWELL and Sofology
  • Will lead, deliver and input KPI’s and trends  to the  monthly internal customer service reviews and external IT partner reviews as well.
  • Will also lead and be responsible for the group IT problem management process
  • Facilitating the Incident Management Process
  • Managing the  IT Change process
  • Supporting the management of Assets

The role is for you if...

  • You have strong leadership skills and are able to take ownership of problems and work proactively with other teams to resolve issues.
  • Excellent relationship management  and can manage relationships across all the Business and Functional areas. 
  • Strong and confident communicator with all levels of stakeholders, keeping them updated on incident progress, highlighting risk and issue, along with providing recommendations
  • You enjoy building solid relationships both internally and externally 
  • Ability to solve complex problems, based on data and establishing the facts
  • Must be able to approach unfamiliar situations, projects, and opportunities with confidence and curiosity.
  • Developed skills to identify and explore opportunities for service and business improvements.
  • Able to perform the analysis, identify, prioritise and implement solutions ensuring that the business or IT drives out maximum value. This includes recognising the needs for 
  • automation where appropriate.
  • Represents Service Delivery in Projects and Programmes applicable to the area
  • Able to work closely with project teams to define the Service requirements for new initiatives
  • Working with the Head of Service and Business Partners to ensure that the correct service model is developed for new initiatives
  • Defines the Service handover from Projects to Service Delivery prior to Go Live and is a key stakeholder for signoff.
  • Ability to manage multiple suppliers to their Service Levels
  • Developed skills in using management information and key performance indicators to measure the service provided to our customers.
  • Able to conduct service reviews in an efficient manner, ensuring that the are delivered in a consistent manner using a standard reporting pack

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 + Car allowance + Bonus + Benefits 
  • 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


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