Retail - Service Delivery Manager

£Competitive + Benefits + Bonus + Gym



You will be responsible for the live operation of all Retail IT services. Working with IT Run, IT Delivery and IT Design, you will ensure delivery of an effective and optimised service to your customers. You will be responsible for ensuring that the support of applications and associated infrastructure is delivered to agreed standards. You will also be responsible for working with the Application Services Team and Infrastructure Teams who provide second and/or third line support to services within your domain. You will also be responsible for managing relationships with the support partners who provide second and/or third line application support. You provide input into IT projects and ensure the smooth transition into IT Service of new applications and changes to existing applications. We are looking for someone with clear, demonstrable experience in Service Delivery Management within Retail ideally a global retailer.

Market Overview

Tucked away in a quiet corner of Wiltshire, but only 15 minutes from the M4 and well connected by rail, our Malmesbury HQ is home to more than 3,000 people in a growing campus that houses our IT, Finance, Group Commercial, RDD and GB & Ireland Market teams. With 3 cafes, a gym, sports facility and a selection of iconic engineering legends including our Harrier and Lightning jets, it’s an inspirational place to work and the IT area is in the most recently built, agile workspace.

Function Overview

As we expand geographically, taking on more people and more complex enterprises, our IT Service department needs to continually evolve to face new challenges. Our IT Service Delivery Management Team continually need to ensure the successful design and transition of IT services into day to day support. Our Service Delivery Management team are key to ensuring that new and existing IT services are provisioned to the highest of standards to our customers (both internal and external). The Service Delivery team work closely with the business to ensure that any IT service they provide are continually under review to ensure that the standards remain high now and in the future. Being a Service Delivery Manager at Dyson is an integral role in building and maintaining fantastic relationships with our business areas and end customers.


• Defining the strategic IT upgrades
• Defining and delivering continuous improvement programmes
• Leading the planning of services (i.e. Service Designs)
• Leading on the creation and management of support models for new/amended IT Services within your domain
• Leading regular operational performance review meetings
• Seeking opportunities to improve service provision
• Creating a service improvement culture
• 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.
• 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
• Management of bespoke maintenance releases (working with the Application Support Team where applicable) 
• Define, track and report on the the service acceptance criteria of new/amended IT services into the IT Service team 
• Ensuring processes and procedures for supplier contract review are in place
• Governing the services provided by the supplier to ensure contract obligations are being delivered and SLA’s are being met.
• Conduct business satisfaction surveys/interviews with the domain to ensure customer satisfaction is at an acceptable level


• Strong experience within Service Delivery/Operations within retail
• 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
• Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc.)
• Working knowledge of service management tools
• Good understanding of technology and process optimization techniques e.g. standardisation, consolidation, simplification and automation and an appetite for continuous improvement.

Benefits Overview

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only 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, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

Posted: 13-Nov-2017

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