Service Delivery Manager


Information Technology, Project Management, Supply Chain and Logistics
Hullavington - United Kingdom


Reporting to the Head of Service Delivery Management, you will be responsible for provisioning world class global IT Service Delivery for all IT services associated to the Dyson electric vehicle delivery. Working across all IT Service Towers, you will ensure delivery of an effective and optimised service to your customers. You will be responsible for ensuring that the support of applications associated to the electric vehicle are delivered to agreed standards.


  • 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.
  • 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
  • Define and deliver continuous improvement programmes so that, where applicable, systems deliver a continuously improving performance to the business
  • 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
  • Seek opportunities to improve service provision
  • Create a service improvement culture where the team is continually looking for ways to improve service and drive improvement plans and measure their effectiveness -
  • Own and lead a Customer Service Improvement Plan (CSIP) for your domain
  • 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.
  • 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.
  • 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


  • Strong experience within Service Delivery/Operations
  • Engineering, Manufacturing or Automotive back is highly desirable
  • 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


  • 27 days holiday plus eight statutory bank holidays
  • Pension scheme
  • Performance related bonus  
  • Life assurance
  • Free on-site parking
  • Lift share scheme
  • Subsidised café and restaurants
  • Discount on Dyson machines

Posted: 09 January 2019