Job Category: Information Technology

Job Source:

Job Summary

  • No. of Vacancy: N/A
  • Job Location: Acton , London
  • Employment Type: Full Time
  • Salary: Competitive salary
  • Gender: Any
  • Age Limit: N/A
  • Experience: N/A
  • Career level: Mid-Senior level
  • Posted On: Dec 4, 2018
  • Application Deadline: Dec 31, 2018

Job Description/Responsibility


As a Senior Service Operations Manager, you will be responsible for running our 24*7 Service Operations function which includes Major Incident Management, Proactive Monitoring, Problem Management and Peak Command Centre operations. Your primary objective is to minimise business impact through proactive Service Monitoring, root cause elimination through effective Problem Management and quick service restoration during periods of Major Incidents.

You will be accountable for owning and managing the end to end delivery of our Service Operations capability in line with agreed SLAs and KPIs by leading, motivating and driving a hybrid team of internal FTEs and partner provided resources (onshore and offshore). You will also be responsible for Service Operations Strategy and create a roadmap to transform the function in line with overall business and IT strategy.


  • Ensuring adherence to the Service Operations processes by the wider DCG business and IT teams.
  • Governing and enhancing the quality of delivery and execution
  • Ensuring quality and timely communications are sent during Major Incidents
  • Responsible for achievement of Service Operations SLAs and KPIs such as incident response, incident communications, incident resolution, reduction in MTTR, root cause analysis and elimination, preventive incident management through effective Service Monitoring, etc.
  • Mobilizing and operating our Peak Command Centre during Peak Trading Events
  • Building a strong relationship with the Security Operations function
  • Acting as a senior escalation point for key business and IT stakeholders
  • Ensuring effective service reporting is produced on a daily, weekly and monthly basis
  • Conducting regular Operational Service Reviews with the Partner 
  • Transforming the Service Operations function by bringing thought leadership in making the function more agile, automated, customer centric and delivering service excellence.

Experience Requirements

  • N/A

Education Requirements

  • N/A

Skills Requirements

  • IT Support and Operations experience
  • Experience of leading and managing a hybrid team
  • Experience of working with 3rd Party support teams and strategic Partners
  • Broad understanding of Infrastructure and Application technologies
  • Experience of working in an ITIL based environment
  • Working knowledge of BMC Remedy and Sharepoint
  • Working knowledge of Continual Service Improvement
  • Senior stakeholder management and strategic business partnering
  • Managing escalations and diffusing aggravated situations
  • Experience of implementing Service Operations tooling, particularly in the domain of service monitoring and process automation
  • Experience of organizational change and transformation
  • Interpret operational needs, challenge areas of potential risk of failure and manage teams to deliver agreed SLA’s
  • Managing multiple vendors and an understanding of a ‘win-win culture’


  • N/A

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About the Company

Company Name: Dixons Carphone
Address: 1 Portal Way, London W3 6RS Registered No. 07105905, , UNITED KINGDOM

Company Profile: Merger completed and Dixons Carphone enters the London Stock Exchange, Sir Charles Dunstone as Chairman and Sebastian James as CEO

Company Website:

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