Domestic & General
Senior Manager, Service Delivery Improvement
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Senior Manager, Service Delivery Improvement
Senior Service Delivery Improvement Manager | White Goods – 3-Month Fixed Term (Full-Time, Remote/Hybrid) – UK
Contract Type & Location
- Contract: 3-month fixed term, Full-time
- Location: UK – Remote/Hybrid
About Domestic & General
At Domestic & General, we’re in a pivotal phase of delivering our transformation programmes, and we’re seeking an experienced Senior Service Delivery Improvement Manager to bring sharp leadership and clarity to our White Goods function. This role is perfect for someone who excels in fast-paced environments, driving structure, momentum and long-term success across complex challenges.
About the Role
You’ll take ownership of mobilising, stabilising and establishing solid service delivery foundations—ensuring our function is well-prepared for permanent, independent ownership.
Core Responsibilities
Lead & Stabilise Transformation Delivery
- Mobilise and stabilise Repair Workflow Management Phase 1, ensuring readiness for launch while maintaining momentum and meeting milestones.
Governance & Roadmapping
- Establish governance, decision-making structures and delivery forums to streamline programme execution.
- Create and maintain a consolidated view of all transformation activities, including risks, dependencies and resource impacts.
- Develop and refine a prioritised transformation roadmap to guide leadership decisions and delivery outcomes.
Operational Improvement & Way of Working
- Assess and enhance operational service delivery and enablement ways of working, eliminating inefficiencies and ensuring alignment across teams.
- Implement a clear, scalable operating model with defined roles, responsibilities and governance structures.
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Capacity & Capability Assessment
- Evaluate team capacity and capability against future delivery requirements.
- Identify capability gaps and formulate a practical improvement plan to drive sustainable service delivery performance.
Stakeholder Engagement
- Engage and influence senior stakeholders—providing clear insights, recommendations and strategic direction.
Handover & Transition
- Ensure a smooth transition to the permanent role by facilitating a structured handover and supporting continuity.
Requirements
Key Skills & Experience
- Proven track record in leading and stabilising complex service delivery or transformation projects in fast-paced environments.
- Ability to build effective governance frameworks and decision-making structures with accountability and drive.
- Expertise in assessing and improving operating models, enhancing collaboration and operational efficiency.
- Strong capability in prioritising, balancing and delivering multi-programme transformation initiatives.
- Skills in capability gap analysis, implementation of improvement plans and sustainable service model development.
- Exceptional stakeholder engagement and influence skills, particularly with senior leadership.
- Experience in structured transition and handover processes.
- White Goods sector experience is preferred but not essential if other high-value delivery experience can be demonstrated.
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What It’s Like to Work Here
Career Growth & Development
- Internal mobility programmes for networking and career progression.
- Leadership development programmes to strengthen your expertise.
Work-Life Balance & Benefits
- Hybrid role flexibility
- Health Cash Plan for personal care
- Instant discounts on domestic products and lifestyle essentials
- Salary Finance Loans
- Electric vehicle (EV) leasing
- Long-service awards
Wellbeing Perks
- Free Domestic & General protection plan (one free plan each year).
- Access to discounted additional plans (up to 50% off), including referrals for friends and family.
Company Culture
Domestic & General fosters a creative, fast-moving and dynamic culture—where innovation is encouraged and customer-centricity is at the heart of everything we do. Join us as we continue to expand, entering new markets and shaping the future of the industry.
With a 100-year legacy and exciting growth plans ahead, we’re eager to welcome experienced professionals who can help drive our journey forward. Don’t miss the opportunity to shape the future with us!
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