Domestic & General
Senior Manager, Service Delivery Improvement
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Senior Manager, Service Delivery Improvement
Senior Service Delivery Improvement Manager – White Goods
Contract Type: 3-month fixed-term, Full-time Location: UK – Remote/Hybrid
At Domestic & General, we’re entering a critical phase of delivery across our transformation programmes and we’re looking for an experienced Senior Service Delivery Improvement Manager to drive focused leadership within our White Goods function. This is an exciting opportunity for someone who thrives in fast-paced environments and can quickly bring structure, momentum, and clarity to complex transformation projects.
About the Role
The Senior Service Delivery Improvement Manager will play a key role in mobilising delivery, improving operational effectiveness, and creating foundational frameworks for long-term success.
Key Responsibilities
- Lead and stabilise complex service delivery and transformation initiatives within a fast-moving operational environment
- Build governance frameworks, delivery rhythms, and decision-making structures to drive accountability and momentum
- Assess and improve operating models, implementing ways of working that increase collaboration and efficiency across teams
- Analyse the impact of multiple transformation programmes, balancing priorities, risks, capacity, and capability requirements
- Develop clear, prioritised roadmaps that support strategic decision-making and successful delivery outcomes
- Identify capability gaps and create practical improvement plans to strengthen service delivery performance
- Engage and influence senior stakeholders, providing clear insights and recommendations
- Ensure structured knowledge transfer and continuity for the permanent successor
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Core Objective
This role will focus on mobilising, stabilising, and establishing core service delivery foundations, positioning the function for long-term ownership.
Key Deliverables
- Repair Workflow Management Phase 1: Ensure readiness for launch and maintain momentum across critical milestones
- Governance & Decision-Making: Establish delivery forums and processes to support effective programme execution
- Operational Enablement: Assess and improve current ways of working, consolidating ways to enhance effectiveness
- Operating Model: Define roles, responsibilities, and governance structures
- Transformation Roadmap: Develop and maintain a prioritised roadmap for leadership decision-making
- Capability Evaluation: Assess team capacity, capability, and readiness against future requirements
- Handover Strategy: Craft a structured knowledge transfer mechanism for seamless transition
About You
Successful candidates must demonstrate the ability to:
- Integrate quickly into fast-changing operational environments and bring clarity to complex challenges
- Foster accountability through structured governance frameworks
- Validate and refine operating models for greater efficiency
- Integrate multi-faceted transformation activities, ensuring alignment across stakeholders
- Respond effectively to prioritisation needs, risks, and capacity limits
- Translate ambiguous complex scenarios into actionable improvement plans
- Leverage influence across leadership levels to drive change
- Create better processes or structures for sustainable long-term performance
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Benefits Brochure
We believe that personal and professional growth are key to a fulfilling career.
Development & Learning
- Internal Mobility programmes offering networking and career progression opportunities
- Participation in Leadership Development programmes
Work-Life Balance & Wellbeing
- Hybrid working arrangements flexibly designed for productivity
- Health Cash Plan – ongoing financial support for medical needs
- Instant discounts across a curated selection of brands and partners
- New credit-building tool to enhance financial stability
- Salary Finance Loans flexible loan options
- Electric vehicle leasing – eco-friendly transport options
- Long service awards recognition for commitment over time
Domestic & General Benefits
- Free protection plan – One complimentary annual plan inclusive of family/friends referrals, plus up to 50% off additional plans
Our culture thrives on creativity, pace, and excitement, fueled by our shared vision of putting our customers at the forefront of everything we do. Join us as we embark on an evidence-driven transformation journey, redefining domestic ecosystems.
Given our 100-year legacy, we are excited about our international expansion and the promise of future growth. Your expertise will play a critical role as we explore expanding horizons in new markets.
Ready to apply?
Apply now for a role that combines progressing transformation alongside cultivating high-impact, continuous service improvement.
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