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Global Head of Service Operations

Summary

Salary
Competitive + bonus
Team
Information Technology
Location
Malmesbury - United Kingdom

About us

Global IT transforms the way Dyson does business through world class IT Services and Systems. We demand the highest standards of performance from the technologies we engineer and 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. 

Our aim is to strategically partner to shape our future business, to provide exceptional IT service delivery and continuity whilst driving continuous improvement to deliver transformational change across the company. We are a team that drives operational excellence within IT to achieve exceptional results.

Dyson’s Global IT applications service has end-to-end accountability for the design, delivery and support of all business applications enabling Dysons global commercial, operational and enterprise business process. Forming a large proportion of the IT Function, the team are arranged into investment areas including Owner Experience and Retail, Engineering Operations, (Product development, Supply Chain and Manufacturing) and Enterprise (Finance, Legal, Compliance, HR).

We're looking for a Global Head of Service Operations to join the team.  





About the role

The Global Head of Service Operations will work closely with Directors, Heads of Practice, Functional Leads, Strategic Partners and 3rd Party Vendors across the organization to design, deliver and maintain world class production operations capability for Dyson.  In this role your responsibilities will include:

  • Deliver the strategic vision and alignment across global IT for service operations

  • Deliver a reputable operations framework – ensuring global equality and 24/7 support in IT service ticket handling

  • Provision effective controls for 1st, 2nd and 3rd line incident recovery models across the E2E Service Design

  • Provision effective controls for RCA and Problem Management across the E2E Service Design

  • Deliver effective business as usual production system monitoring and alerting on all core services – including Infrastructure, Network, Application, Data and Security components in the E2E Service Design.

  • Deliver IT Service Operations in line with Business Process KPIs, User Experience and CSAT Objectives

  • Provision effective Access Management controls for production system access

  • Build and maintain a reputable knowledge management system across the service portfolio

  • Provision effective controls for acceptance of production changes in operational service (including operations on Infra/security/data and Applications)

  • Provision effective production maintenance schedules across the E2E Service Design (including maintenance on Infra/security/data and Applications)

  • Facilitate routine service reviews for operational stability and performance across the E2E Service Design (including technical reviews with IT Stakeholders on the robustness of Infra/security/data and Applications – and User reviews with business stakeholders)

  • Lead the business adoption of the Application Services Operations Catalogue – including service tiering

  • Facilitate strategic partner performance reviews - including continuous improvement and cost of quality

  • Foster a culture across IT and strategic partners through a meticulous focus on incident prevention

  • Establish strong working relationships with market stakeholders and regional directors

  • Establish strong operational alignment between production trends and enterprise strategies

  • Publish global requirements for IT service budget and investment planning

  • Publish routine director/CIO level operation reports to include service trends and production risks.

  • Publish routine director level MI reports on service performance & stability

About you

Skills: 

  • You will need to be customer focused, organised and confident, to have a sense of urgency and remain calm under pressure.  You will need to deliver results using your own initiative and it is essential that you possess the following skills:

  • Outstanding interpersonal communication skills.

  • Enthusiastic advocate of business change and innovation.

  • Experience of IT Support and Service Operations, in large and complex IT environments and organizational eco-systems

  • Ability to influence others and communicate with impact at senior levels across the organization

  • Ability to lead the resolution of service related risks through a range of internal and external resources

  • Ability to structure and implement organisational processes, procedures and knowledge retention

  • Ability to produce meaningful Senior level reports on status, trends and performance

  • Knowledge of ITIL service transition and service operations and analysis processes

  • Knowledge of project delivery methodologies (Agile/SCRUM/SAFE/DSDM)


Desirable: 

  • Experience of Digital applications (Web, E-Commerce, Point of Sale, Identity Management & Content Management)

  • Experience of CRM applications (Registration, Data Handling, Customer Support, Regulation, Security, Marketing)

  • Experience of ERP applications (SAP/S4 Hana, Finance, Logistics, Procurement, Supply Chain)

  • Experience of HCM applications (Workday)

  • Experience of Service Now, Advanced Excel, Visio, Sharepoint, Teams, Confluence, Jira

Benefits

  • 27 days holiday plus 8 statutory bank holidays
  • Pension scheme
  • Performance related bonus
  • Private medical insurance
  • Life assurance
  • Free on site Sport centre
  • Free on-site parking
  • Subsidised café and restaurants
  • Discounts on Dyson machines

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.