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Service Portfolio Manager


Information Technology
United Kingdom - Malmesbury Office

About Us

Within Global IT the aim of the Office of the CIO is to leverage technology and resources to develop innovative and pragmatic approaches to enable IT to deliver consistent, effective, and efficient IT services to the business.

Office of the CIO (OCIO) ensures a consistent and strategic approach to the application and efficient delivery of IT solutions / enablers through Global IT Functions and Regions partnering with the Dyson business. To enable this, the core of OCIO is made up of the following functions that are tasked with strategy & standards development, planning, governance, service management & operations and performance management:

  • Global Portfolio Management: Defines & governs implementation of Portfolio Management standards to enable consistent delivery and performance management of IT programs and projects delivered by Functions and Regions

  • Enterprise Solutions (SAP) and SAP Architecture: Defines & enables alignment to SAP Strategy & Roadmap through provision of SAP Centre of Excellence capabilities and oversight.

  • Service Integration and Management: Works collaboratively with business stakeholders to provide service management & operations support, enable performance and maintain availability of critical IT systems

Service Integration and Management includes provisioning, maintaining, and resolving IT Service performance issues.  Service Integration and Management provide open and honest communication in clear business language to key business and IT senior leadership team stakeholders. Service Integration and Management have team members located across the Globe who work in a ‘follow-the –sun’ model providing support to the business across 24/7, 365 days of the year, SIAM will provide an enhanced level of support during critical business activity e.g. high profile market promotions or Peak trading events.

Service Integration and Management will balance the pressure from the business to deliver new services, systems, and technologies, against the pressure to maintain stability in the production environment, the organisation consists of:

  • Service Support – Delivering global support across all business processes, monitoring and responding to any change in service availability.

  • Service Governance – Management, governance and reporting across core IT processes.

  • Service Performance – Managing vendor and 3rd party relationships. Maintaining control of IT service configuration.

  • Service Continuity – Planning, governance, execution and control over business continuity and disaster recovery planning.

About the Role

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

  • Responsible for the day-to-day oversight and control over operational IT service availability based on defined Service Level Agreements and Key Performance Indicators.

  • Responsible for ensuring that all Dyson stakeholders (IT and Business) are sufficiently involved in Service Management & Integration Processes.

  • Work with wider Global IT functions to align and IT Service management processes and procedures.

  • Ensure that current and future Service Operations requirements are identified and documented in SLAs, OLAs, and KPIs.

  • Ensure that targets agreed to within underpinning contracts are aligned with SLA and OLA targets (subject to budget).

  • Working with Dyson functional Service Managers to ensure ta coherent Service management eco-system is in place across the Dyson enterprise.

  • Identify potential service risks and highlight for timely mitigation.

  • Consolidate and produce Service Performance reports across all Business Services from the Global perspective.

  • Define and establish required governance across Service Governance, Service Operations, Service Performance and Service Continuity to ensure process & performance are reviewed at an agreed frequency e.g., Daily, Weekly, Monthly, Quarterly.

  • Through direct oversight of the service catalogue management process ensure a comprehensive and accurate list of IT Services is published and maintained.

  • Contribute to performance reviews across external Stakeholders, Vendors, business, product Management etc.

  • Contribute to the future IT Strategy against the requirements of Service Integration and Management.

  • Identify and manage any changes required to the Service Management and Integration organisation, processes and tooling against the IT Strategy.

  • Work with the Solution / Enterprise Architecture teams to define and shape application roadmaps.

About You

Essential 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 IT 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.

  • Able to rationalize and analyse IT Service Management related data and information.

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

Desirable Skills

  • 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.


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

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.