Service Manager - Enterprise Technology

Dr. Martens is a globally recognizable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do:
be yourself
, act courageously
, and show you care
. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.

We are on an exciting journey to drive impactful change within our Enterprise Technology team. As part of a global fashion retailer, quality is of paramount importance. This is your opportunity to join a dynamic team, focusing on Technology Service Management, to ensure that the services we provide to our colleagues are high quality and fit for purpose.

Please note this role will require 5 days per week in office at our Burnside Headquarters.

As a Service Manager in our Enterprise Technology team, you will:

• Lead day-to-day Technology operations and service delivery in region which includes:
• Managing the Service Desk/Incident Management
• Providing technical training
• Overseeing the backend and end-user computing environments
• Act as a key point of contact for stakeholders for IT services
• Develop and maintain strong relationships with business units, to understand their technology needs and ensure our services meet those needs.
• Monitor & report on service performance, to help ensure SLAs are met, as well as identify any areas for improvement
• You will work with the Service Managers in other regions to provide incident management as required
• You will be required to contribute to root cause analysis as required
• Provide regular updates to stakeholders on the status of incidents, and service performance
• Lead service review meetings with your key stakeholders.
• Participate in IT projects as required
• Foster a culture of continuous improvement, regularly seeking feedback and introducing innovative solutions to enhance technology infrastructure and operations.
• Stay abreast of the latest trends, tools, and best practices in Technology infrastructure management, ensuring the organization is always at the forefront of Technology.
• Participation in an after-hours, on-call rotation is a requirement

• Proven experience in Technology service relationship management
• Good understanding of ITIL principles
• Excellent communication skills
• Tenacious attitude to drive service improvement
• Highly customer-focused
• Dedicated to high quality of service
• Experience of running Incidents / Major Incident
• Experience of both participating & Chairing a Change Advisory Board (CAB)
• Experience of problem management
• Ability to work at a standard computer set up 40+ hours per week, with or without accommodations.

• Proficient with IT management systems such as Service Now, JIRA etc
• Experience of service reporting
• Experience of incident management and root cause analysis
• Hands-on knowledge of Technology systems and services
• Familiarity of service level agreements (SLAs) and key performance indicators (KPIs)
• Knowledge of ITIL principles highly desirable

• Excellent communication and stakeholder management.
• Strong analytical mindset with problem-solving capabilities.
• Ability to thrive in a fast-paced environment with multiple priorities.

• ITIL qualification is desirable

tens, we live and breathe our 3 core values —they’re at the heart of who we are. They never stand alone but work together as a balancing act of rights and responsibilities to support how we work together at DM’s.
BE YOURSELF
. ACT COURAGEOUSLY
. SHOW YOU CARE
. Our values also underpin the DM Way, our behavioural framework, which describes the 8 factors that drive success for our people.

Your technical capability will go hand in hand with our DM Way success factors:

• Develop
  : build on your strengths and superpowers while stepping outside your comfort zone to encourage growth and development – both for yourself and your colleagues.
• Lead
  : set individual performance and development…