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IT Operations Service Manager

2 months ago

Doncaster, Doncaster, United Kingdom DFS Full time

Your New Role

The Service Operations division is tasked with being the initial point of contact for all IT-related concerns within the DFS Group. This team comprises both first and second line IT Service Desk support. Its primary responsibilities include managing inquiries and demands related to IT services and incidents while ensuring compliance with several industry-standard practices and processes, such as Incident Management, Problem Management, and Change Management. This position will offer effective leadership, guidance, and oversight of the service team, fostering performance and continuous improvement in a cost-efficient, customer-centric manner.

Key Responsibilities

  • Directing the Service Operations team to provide customer-oriented first and second line support to all DFS Group employees across the entire IT landscape.
  • Implementing automation, education, and self-service solutions to decrease call volumes and demands on the team.
  • Proactively monitoring critical business processes and key components to prevent incidents and respond swiftly.
  • Overseeing the management of hardware and IT assets across the Group to aid in financial forecasting, decommissioning processes, and minimizing costs associated with damage and asset repurposing.
  • Assisting in the development and execution of the Service Operations roadmap.
  • Simplifying processes and access routes to enhance customer satisfaction metrics.
  • Providing resources for Service transition activities, including reviewing key service acceptance criteria and related documentation.
  • Managing the Group Change Management process, including governance and reporting.
  • Analyzing demand within the team to evaluate performance, identify continuous improvement opportunities, and understand costs while driving efficiency.
  • Overseeing financial management of IT assets and supplier contracts that contribute to Technology Operational costs, aiming for cost savings and efficiencies.
  • Creating and maintaining the Service Operations Knowledge Base.
  • Establishing goals that promote transparency and overall delivery to both the team and stakeholders.
  • Supporting the definition and standardization of operational methods and reporting suites to ensure consistency in approach and delivery.
  • Monitoring working standards to identify, address, and rectify concerns.
  • Managing the resource profile and availability of key personnel to understand capacity, contention, and skills gaps necessary for meeting operational demands and achieving key business SLAs.
  • Training, coaching, and developing team members to enhance responsiveness to demand, retention, and succession planning.
  • Identifying and mitigating risks across the function and business.
  • Ensuring that laptops, PCs, and other access devices are built and maintained to high-performance and security standards in accordance with internal policies.
  • Ensuring timely and effective execution of patching and anti-virus updates.
  • Introducing and managing essential processes, procedures, and policies for the function.
  • Cross-training team members to enhance knowledge across the function, eliminate single points of failure, and support demand management.
  • Fostering a culture of continuous improvement and problem-solving within the function.
  • Managing an out-of-hours/on-call service.

This Role is Ideal for You If...

  • You are strategic and possess strong team leadership experience.
  • You have expertise in Service Operations.
  • You uphold high personal and professional integrity along with strong work ethics.
  • You proactively resolve issues and collaborate effectively with teams.
  • You manage adversity and challenging situations with efficiency.
  • You are results-oriented and committed to operational excellence.

Relationship Management

  • You communicate effectively with stakeholders at all levels regarding demand, incident, and change management, strategic initiatives, and cost control.
  • You handle complaints, disputes, conflicts, and negotiations with efficiency.
  • You build strong internal and external relationships, including with suppliers and partners.

Decision Making

  • You excel in prioritizing workflows based on risk, impact, and urgency.
  • You break down complex problems and make sound, timely decisions.
  • You resolve issues effectively.

People Management and Development

  • You develop, coach, mentor, and teach team members.
  • You identify and recruit talent for both technical and non-technical roles.
  • You provide clear direction and set objectives to create a high-performing, customer-focused team.
  • You build trust, respect, and cooperation within teams.
  • You understand asset management and cost control in IT.
  • You possess strong written and verbal communication skills.
  • You deliver quality customer service to defined metrics.

Minimum of 5 years in IT Service Operations Management or Retail Management. A degree in Computing/IT or equivalent industry experience is desirable. Qualifications in IT Service Management (ITIL, ITSMF) are preferred. Experience in budget control and formal risk and issue management is essential. A self-starter who works independently is ideal. Willingness to participate in an on-call rota out of hours and weekends is required.

About DFS

At DFS, we are passionate about making houses feel like homes. As the leading sofa retail specialist in the UK, we have been helping people find quality sofas since 1969. Our success is driven by our people, who are the heart of our business and will propel us into an ambitious future. We offer incredible opportunities for meaningful work and skill development.

DFS Group is proud to be an equal opportunities employer, celebrating diversity and fostering a culture of inclusion and belonging. We warmly welcome applications from individuals of all backgrounds, embracing a variety of voices and perspectives. We strive to create a workplace that reflects the diversity of our customers and communities.

DFS Benefits

  • Competitive salary plus company bonus and extensive benefits package.
  • Opportunities for progression and development to enhance your skills.
  • A generous 30% colleague discount, plus a 15% friends & family discount across our Group (DFS, Sofology, Dwell).
  • Generous holiday allowance, with additional time accrued based on tenure.
  • Enhanced maternity, paternity, and adoption leave to support your family.
  • Access to a variety of high street and online discounts.
  • Discounted gym and cinema memberships for relaxation.
  • Group pension scheme and sharesave scheme.
  • Life assurance and company sick pay.
  • Comprehensive training provided.
  • Paid volunteer days each year.

Any offer is subject to references and DBS checks.