Description and Requirements

Reporting to the Head of Service Delivery Management, you will be responsible for provisioning world class global IT Service Delivery for all IT services in your allocated location and/or you aligned domain e.g. Retail, HR, Finance etc.


Market Overview:

Dyson is a global technology company. Using a desire to make things work better as a catalyst for invention, our team of 3,000 engineers and scientists are passionate about developing technology that solves the problems others often ignore. From the world’s first bag-less vacuum cleaner, to hand dryers that use 420 mph sheets of air to remove moisture from hands, to a completely re-thought hair dryer with its motor in the handle, we are relentless about engineering better solutions. Dyson spends $8.8 million a week on research and development and works with more than 40 universities worldwide to develop early-stage technologies.

 

Dyson launched in the US in 2002, with the DC07 vacuum cleaner. Within 2 years, it was market share leader. Now, the US team is nearly 1,000 strong, with offices in Chicago, IL; Aurora, IL; San Francisco, CA; and Dyson people around the entire country. And we are still growing. Dyson US is poised to double its footprint, and take on new categories. Already a target for our competitors, challenging times are ahead. And our battle-hungry US team is fired up.



Function Overview:

At Dyson, we demand the highest standard of performance from the technologies we engineer. Our people expect the same from the technology that supports them. We are a community that appreciates and advocates better engineering. A community of pioneers.  

Dyson IT are mid-transformation. Our aim, to create robust IT architecture, to manage data effectively and efficiently and continue to grow our world-class team. A team who is strategic, enabling business acceleration, growth and success.


Accountabilities:

Reporting to the Head of Service Delivery Management, you will be responsible for provisioning world class global IT Service Delivery for all IT services in your allocated location and/or you aligned domain e.g. Retail, HR, Finance etc.

Working across all IT Service Towers, you will ensure delivery of an effective and optimized service to your customers. You will be responsible for ensuring that the support of applications and associated infrastructure (for a particular domain/location) is delivered to agreed standards.  You will also be responsible for managing relationships with the support partners who provide first, second and/or third line support for your aligned domain/location. You will provide input into IT projects ensuring that a robust service model is defined and that the project is smoothly transitioned into IT Service for new and amended IT Services. Additional hours and on call as required to fulfill duties.  You will work in a highly matrix managed organisation across technologies and locations where required.

You will be responsible for;

Strategy & Planning

  • Defining the strategic IT upgrades required to ensure that the IT Services continue meet the business needs and that they remain supportable
  • Defining and delivering continuous improvement programs so that, where applicable, systems deliver a continuously improving performance to the business

Service Design and Improvement, Capacity and Availability

  • Leading the planning of services (i.e. Service Designs), including service strategy, availability, capacity, security, disaster recovery and business continuity planning
  • Leading on the creation and management of support models for new/amended IT Services within your domain/location
  • Leading regular operational performance review meetings with the business to feedback on performance and discuss continuous improvement opportunities
  • Seeking opportunities to improve service provision
  • Creating a service improvement culture where the team is continually looking for ways to improve service and drive improvement plans and measure their effectiveness
  • Working with Service Support to plan the capacity and availability of systems
  • Own and lead a Customer Service Improvement Plan (CSIP) for your domain and ensure this is communicated to the relevant stakeholders.
  • Highlight and own risks in the risk register for your domain and ensure necessary risks are communicated to the relevant stakeholders. Lead risks to closure by ensuring they are mitigated or accepted by the relevant stakeholders

Service Operations and Service Level Management

  • Leading the operation of services and the creation and measurement of service levels
  • Acting as the 1st point of escalation within the domain for major incidents including the creation and publication of major incident reports to IT and the business area impacted. 
  • Ensure that actions associated to major incident reports are completed within an acceptable time-frame to reduce the likelihood and impact of the incident reoccurring.
  • Overseeing plans for and the operation of early life support for new solutions
  • Managing a high volume of change into the live domain environment in a safe, secure and coordinated fashion, including the service Go Live review, acceptance (and where necessary, rejection) of the changes
  • Agreeing and managing service level targets and performance
  • Reviewing and reporting on the quality of service provision, incorporating service level data
  • Monitoring availability and future capacity of systems, raising issues and taking corrective action as required

IT Service Support

  • Prioritizing incidents and problems for resolution by internal and external support teams
  • Working with other IT service managers to ensure that the business is kept up to date with the status and impact of incidents
  • Providing best practice advice to maximize the business benefit of existing IT Services
  • Identification and tracking of known errors
  • Management of bespoke maintenance releases
  • Management of minor upgrades to keep up to date with supplier package releases
  • Maintenance of an IT Service documentation library

Service Transition

  • Providing input to the requirements gathering and design stages of IT projects on a consultancy basis to ensure that IT Service requirements are defined and taken into project delivery consideration.
  • Define, track and report on the service acceptance criteria of new/amended IT services into the IT Service team
  • Working with the IT project teams to ensure that post live support documentation is completed to an acceptable standard and that new/amended IT Services are transitioned smoothly into service operations.
  • Review and approve in principle all changes affecting IT Services (in your domain) prior to the next approval stage and presentation at Change Advisory Board

Supplier Management

  • Establishing and maintaining effective partnerships with external suppliers, ensuring there is a shared vision and priorities and effective ways of working
  • Owning the day-to-day service operations relationship with these suppliers
  • Ensuring processes and procedures for supplier contract review are in place
  • Assessing and overseeing service suppliers’ performance
  • Establishing clear management controls with service suppliers
  • Managing the engagement with these suppliers in the incident, change and problem management processes
  • Managing the operational expenditure, including management of all associated contracts, licencing and outsourced services
  • Governing the services provided by the supplier to ensure contract obligations are being delivered and SLA’s are being met.
  • Initiating changes in a contract when required to improve service to Dyson by working with the procurement/commercial team.

Stakeholder Engagement

  • Building strong relationships with the wider business to ensure regular communication of service requirements, service improvements, risks, service changes, service outages and any service issues where the business requires direct regular communication with suppliers, ensuring there is clarity between the business and the service provider on how this process will work and who the key contacts are
  • Conduct business satisfaction surveys/interviews with the domain to ensure customer satisfaction is at an acceptable level and to lead actions to resolution to increase customer satisfaction

Skills:

Experience:

  • -  Strong experience within Service Delivery/Operations – at least 3 years’ experience
  • -  Proven track record of successfully managing 3rd party suppliers (onshore and offshore)
  • -  Strong experience of working to ITIL processes and project management methodologies
  • -  Experience in the creation of Service Designs and delivery – 2 years
  • -  Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc.)
  • -  Working knowledge of service management tools

Key Competencies:

  • -        Ability to work well under minimal supervision and with a high degree of autonomy and responsibility.
  • -        Team-oriented interpersonal skills, with the ability to communicate effectively with a broad range of people and roles, including third parties, IT and business personnel.
  • -        Good understanding of technology and process optimization techniques e.g. standardization, consolidation, simplification and automation and an appetite for continuous improvement.
  • -        Comfortable working outside of core working hours when necessary to complete tasks.
  • Able to travel to world-wide sites across the enterprise.

Benefits Overview:

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fueling and realizing ambition.

Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.