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It takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on their great quality sofas since 1969.

We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’.

Are you ready to make yourself at DFS?

The Service Delivery team are responsible for the day to day support all of IT operations across the group. They are the first contact point for any IT request or incident that a user may have.

The IT Service Manager is responsible for managing the IT service / business relationship for all business areas, they will have subject matter knowledge of the processes across the group. This role will report to the Head of Service Delivery and has close working relationships with the IT business partner, business stakeholders and supplier communities

Responsibilities / Accountabilities:

• Accountable for the efficient running and delivery of IT services to the whole group
• Highly customer focused and can interpret IT issues into business/customer impacts
• Acts as an escalation point for both the user community and IT business partners into Service Delivery
• Responsible for the management of a multi-sourced supplier environment across multiple locations, utilise data in the form of KPIs and Service Levels to achieve this.
• Responsible for the introduction of new services into Service Delivery, ensuring that the most appropriate support model is in place.
• Responsible for Continuous Improvement of IT services provided to a given area.
• Responsible for Major Incident Management - ensuring that teams work together in an efficient and effective way to restore service, business communications are simple, clear and published in a timely manner, post incident reviews are performed and actions completed.
• Responsible for identify service risks and proactively seeking mitigations
• Responsible for the delivery of service reviews with business and suppliers, reviewing any KPIs, defining service improvement plans and solutions for repeat ongoing service issues.
• Travelling to customer sites i.e. CDC, manufacturing sites, stores and suppliers
• Accountable for services across mulitple Brands for example Supply Chain Senior Service manager will be responsible for Supply chain across both DFS, DWELL and Sofology
• Will lead, deliver and input KPI’s and trends to the monthly internal customer service reviews and external IT partner reviews as well.
• Will also lead and be responsible for the group IT problem management process

• Leadership
• Highest personal and professional integrity and strong work ethics.
• Takes ownership of problems and works proactively with other teams to resolve issues.
• Relationship Management
• Ability to manage relationships across all the Business and Functional areas
• Effect management and communications with all levels of stakeholders, keeping them update on incident progress, highlighting risk and issue, along with providing recommendations
• Ability to develop cooperative and constructive working relationships
• Ability to handle complaints, settle disputes and resolve conflicts and negotiate with others
• Collaborative team player orientation towards work relationships, strong culture awareness
• Build solid relationships both internally and externally to the IT function and the Group (i.e Suppliers/Partners)
• Decision Making and Problem Solving Skills
• Ability to solve complex problems, based on data and establishing the facts, through to drawing sound conclusions and timely decisions to resolve problems.
• Must be able to approach unfamiliar situations, projects, and opportunities with confidence and curiosity.

• Continuous Improvement
• Developed skills to identify and explore opportunities for service and business improvements.
• Able to perform the analysis, identify, prioritise and implements solutions ensuring that the business or IT drives out maximum value. This includes recognising the needs for automation where appropriate.
• Service Introduction
• Represents Service Delivery in Projects and Programmes applicable to the area
• Able to work closely with project teams to define the Service requirements for new initiatives
• Working with the Head of Service and Business Partners to ensure that the correct service model is developed for new initiatives
• Defines the Service handover from Projects to Service Delivery prior to Go Live and is a key stakeholder for signoff.
• Service Reporting
• Ability to manage multiple suppliers to their Service Levels
• Developed skills in using management information and key performance indicators to measure the service provided to our customers.

• Self Starter and can work under own initiative
• Working closely with business customers and IT project teams in a retail environment

• Minimum 5 years of IT Service experience with at least 3 in a management role

• Experience of managing 3rd Parties, Service Level reporting and Major Incident management, on-call, problem management and process improvement techniques

• Experience of delivery Service Transition from Development to operational run

• Qualifications, certifications and / or in depth experience in the following areas:

• IT Service Management—ITIL, ITSMF etc.

• Degree (or equivalent) in Computing/IT or a related field, or have equivalent IT industry experience

We want you to really feel at home at DFS, with the support you need to do your best work, as well as a range of great benefits:

• Retail Bonus Scheme
• A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
• Holiday allowance – the time you need to rest and relax (and the longer you’re with us, the more time you’ll get!)
• Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
• Access to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more.
• Discounted Gym and Cinema memberships to help you unwind
• Progression and Development opportunities to grow your skills
• Group Pension Scheme
• Group Sharesave Scheme
• Life Assurance & Company Sick Pay

Ready to make yourself at DFS? Click ‘Apply online’ now to fill in an application form — with you in our corner, we just know we’ll do great things together.

[All roles are subject to satisfactory references and DBS check.]