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IT Incident & Problem Service Manager Job in Acton


Job ID:





Salary Type:

per year

Employment Type:

Full time


IT Incident & Problem Service Manager


IT & Communications



Job Description:

Dixons Carphone are are looking for aService Manager (IT Incident & Problem)to act asService Manager and Process Owner, being responsible for the day-to-day delivery of Major Incident & Problem Management Processes to the Dixons Carphone business. Your primary objective is to minimise business impact during Major Incidents and preventa re-occurrence by owning, managing and improving the delivery of Major Incident & Problem Management delivered by DCG strategic Partner to agreed SLAs and KPIs.


•Effective governance, management and continuous improvement of Major Incident (MI) and Problem Management (PM) processes through effective management of Partner delivered team and services.
•Ensuring adherence to the MI and PM process by the wider DCG business and IT teams.
•Governing and enhancing the quality of delivery and execution
•Ensuring quality and timely communications are sent during Major Incidents
•Responsible for achievement of MIM SLAs such as incident response, incident updates, incident resolution, etc.
•Responsible for achievement of PM SLAs such as timely identification for Root Causes and timely elimination of Root Causes
•Responsible for achievement of MIM targets such as month on month reduction in MTTR, reduction in MIs, etc.
•Responsible for achievement of PM targets such as month on month reduction in repeat and avoidable incidents, month on month increase in implementing corrective and preventative actions, etc.
•Acting as an escalation point for both MI and PM functions
•Matrix management of Partner provided MI and PM team (onshore and offshore)
•Building and maintaining excellent operational and strategic relationship with Partner resources and leads
•Working with the Partner to ensure effective service reporting is produced on a weekly and monthly basis
•Conducting regular Operational Service Reviews with the Partner to assess the quality of service, compliance to SLAs and KPIs, address issues and explore opportunities for improvements
Required Skills & Experience:

•IT Support and Operations experience
•Understanding of ITIL Process development and analysis
•Experience of working with 3rd Party support teams
•Broad understanding of both Infrastructure and Application technologies
•Working knowledge of ITIL (in particular Incident and Problem Management)
•Experience in the Retail Sector.
•Working knowledge of BMC Remedy and Sharepoint
•Stakeholder Management - Senior stakeholder management
•Vendor management - Managing multiple vendors and an understanding of a 'win-win culture'
•Structured reviews - Methods and techniques for structured reviews including operational reviews
Dixons Carphone is Europe's number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people's expertise to reach out and help new customers. What's more - we're exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It's an exciting time to join us and find yourself a place in our growing success story, apply now