Domestic & General
Senior Manager, Service Delivery Improvement
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Senior Manager, Service Delivery Improvement
Senior Manager, Service Delivery Improvement
Contract Type: 3-month fixed term, Full-time Location: UK - Remote/Hybrid
At Domestic & General, we're in a critical phase of delivery across our transformation programmes. We're looking for an experienced Senior Service Delivery Improvement Manager within our White Goods function to provide focused leadership during this exciting phase.
This role is ideal for someone who thrives in fast-paced environments, can bring clarity to complex challenges, and is committed to driving momentum, stability, and long-term success.
About the Role
You'll play a pivotal role in mobilising delivery, improving operational effectiveness, and setting durable foundations for future success.
Key Responsibilities
- Lead and stabilise complex service delivery and transformation initiatives in a high-pressure operational environment
- Build effective governance frameworks, delivery rhythms, and decision-making structures to drive accountability and momentum
- Assess and improve operating models, introducing collaborative and efficient ways of working across teams
- Juggle the impact of multiple transformation programmes, balancing priorities, risks, capacity, and capability needs
- Develop clear, prioritised roadmaps to support strategic decision-making and successful delivery outcomes
- Identify organisational capability gaps and create practical improvement plans to enhance service delivery performance
- Engage and influence senior stakeholders, providing actionable insights, direction, and recommendations
- Ensure a structured handover and knowledge transfer for the permanent successor
Successful Candidate Requirements
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- Strong track record in mobilising, stabilising, and delivering transformational change within service delivery contexts
- Experience in setting up governance structures, delivery processes, and decision-making frameworks in fast-paced environments
- Skilled in operational model assessment and implementation of effective, scalable ways of working
- Ability to demonstrate leadership—communicate clearly, influence stakeholders, and drive strategic alignment
- Proven history in capability gap analysis and devising improvement plans that drive sustainable performance
- Strong problem-solving and adaptability in complex, high-pressure situations
Focus Areas of Delivery
1. Repair Workflow Management – Phase 1
- Mobilise and stabilise the launch readiness of the Repair Workflow Management Phase 1
- Maintain alignment across milestones, ensuring unrelenting momentum
2. Governance & Decision-Making
- Establish and refine governance models, delivery forums, and decision-making processes
- Support effective programme execution through transparent and structured approaches
3. Operating Model Design & Optimisation
- Reassess current operational service delivery and enablement models
- Identify alignment opportunities to boost effectiveness and consistency
4. Consolidated View of Transformation Activity
- Provide a single, clear perspective on all transformation initiatives impacting Domestic & General’s White Goods function
- Address risks, dependencies, and resource implications
5. Transformation Roadmap & Decision Support
- Develop and maintain a prioritised transformation roadmap
- Arm leadership with data-driven decision-making insights
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6. Capacity & Capability Planning
- Evaluate team readiness against future delivery requirements
- Design a capability improvement plan that builds sustainable, high-performing service delivery
7. Knowledge Transfer & Succession
- Facilitate a structured handover to the permanent successor, ensuring continuity and success
Working for Us
At Domestic & General, we invest in personal and professional growth with:
- Internal Mobility programmes and networking opportunities
- Leadership development initiatives
Our hybrid working model ensures work-life balance, and we offer:
✅ Health Cash Plan ✅ Instant discounts (including on products beyond home appliances) ✅ The new credit-building tool ✅ Salary Finance Loans ✅ Electric vehicle leasing ✅ Long service awards
As part of our commitment to you, we include:
🔹 Free Domestic & General protection plan (one free annual plan, with further discounts up to 50%) 🔹 Referral scheme for discounted family/friend policies
Our Culture & Vision
Our culture is creative, fast-moving, and exciting, as we transition a legacy business into a tech-driven, global platform. As part of this thrilling journey, customer-centricity remains at the core of everything we do.
For over 100 years, we’ve been the trusted aftercare provider for 16 million customers, delivering exceptional warranty and repair services. Together, let’s expand our reach, enter new markets, and shape the future of home appliances—yours included.
Domestic & General isn’t just about.White Goods—it’s about limitingless ambition.
Apply now! 🚀
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