Service Manager

Role overview:

Service Manager - Enterprise
Waterloo - Hybrid Working
Full Time
Permanent
Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

Currys is continuing to evolve its enterprise technology landscape to support core business functions including Finance, Commercial, HR, Marketing and beyond, ensuring services are stable, scalable, and aligned to business needs.

As the Enterprise Service Manager, you will represent the Service Delivery Management function while advocating for business stakeholders across multiple domains. You will be accountable for the end to end IT Service performance being delivered and consumed by your business function. While making sure IT processes are understood and embedded you will be also be an escalation point for your key stakeholders 24/7 – 365.

Making sure stakeholders are receiving the right level of communication (verbal & written) at the right time is a key part of the role.

You will work closely with technical teams, third-party providers, and stakeholders to maintain service performance, manage incidents and changes, and minimise disruption.

You will need to be pragmatic in balancing business priorities with IT constraints, ensuring service quality and stability. Your attention to detail will be key in managing dependencies across systems and stakeholders.

Role overview:

• Managing stakeholder’s expectation of service stability and quality. Build and maintain credibility with key stakeholders.
• Mapping business function outcomes with IT (infrastructure and application) Services
• For attending Operational review meetings with our key partners and influencing their behaviour with regards to the level and quality of service being delivered.
• For making sure that the right level of reporting is created and validated at ORM 1 & 2 meetings
• Form the relationship with the respective IT Product & Development owner(s)
• Providing strategic leadership with key outsource partners.
• For making sure business stakeholders understand the ‘routes to IT’ – New Idea, Change to existing solutions, status of inflight project and Service issue with existing solution.
• Reducing overall operating costs YoY for the Services consumed by your business functions.
• Reduction in overall ticket volumes for your Business functions. Working with application and infrastructure owners on ticket trends and formulating solutions to reduce these YoY.
• Taking ownership for your own personal development and skills. Finding opportunities to improve your capabilities and adding value where required.
• Establishing and building strong stakeholder relationships with the business. You will need to be able to communicate and influence at an Exec level within the business.
• Managing our key partners and influencing their behaviour for the services they deliver to your business areas.
• For maintaining and developing service assurance so that platform and application assurance managers have made sure that the business receive the optimum level of service and that the IT services have the right:

• • Licencing agreements and licences in place
  • Growth forecasts are being managed (storage, memory, CPU, network capacity, resilience (where designed)
  • Security elements agreed and in place
  • Monitoring & alerting is in place, appropriate and working

Required Skills & Experience:

• A background in Enterprise is desirable
• IT Support and Operations experience
• Experience of working in a hybrid team
• Experience in managing Senior stakeholders (up to exec level)
• Experience in identifying opportunities to use AI in enhancing and streamlining existing processes
• Experience of working with 3rd Party support teams and strategic Partners
• Experience of working in an ITIL based environment
• Experience of managing multiple vendors and an understanding of a ‘win-win culture’
• Exposure to varied change and delivery models
• Excellent communication and presentation abilities, with the capacity to convey complex financial information to non-financial stakeholders.
• Proficiency in Microsoft Office suite.
• Ability to work collaboratively in a fast-paced environment and prioritise tasks effectively.

Preferred Qualifications:

• ITILv3 Service Operations Certification as a minimum or equivalent
• Degree level education in a computing related subject
• Proven business track record in IT Service Management

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.