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 entering a critical phase of delivery across our transformation programmes and are looking for an experienced Senior Service Delivery Improvement Manager to provide 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 activity. You'll play a key role in mobilising delivery, improving operational effectiveness, and creating the foundations for long-term success.

The Role

This role will focus on mobilising, stabilising, and setting up core service delivery foundations, ensuring the function is positioned for successful long-term ownership by a permanent role.

• Mobilise and stabilise the delivery of Repair Workflow Management Phase 1, ensuring readiness for launch and maintaining pace across key milestones.
• Establish governance, delivery forums and decision-making processes that support effective programme execution.
• Assess current operational service delivery and enablement ways of working, identifying opportunities to improve effectiveness and alignment.
• Implement a clear operating model with defined roles, responsibilities and governance structures.
• Create a consolidated view of all transformation activity impacting the White Goods function, including risks, dependencies and resource impacts.
• Develop and maintain a prioritised transformation roadmap to support leadership decision‑making.
• Evaluate team capacity, capability and readiness against future delivery requirements.
• Produce a practical capability improvement plan that addresses key gaps and supports sustainable service delivery.
• Ensure a smooth transition to the permanent role through a structured knowledge transfer and handover.

About You

To be successful in this role, you will be able to:

• Lead and stabilise complex service delivery and transformation initiatives within a fast-moving operational environment.
• Build effective governance frameworks, delivery rhythms and decision‑making structures that 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 organisational capability gaps and create practical improvement plans to strengthen service delivery performance.
• Engage and influence senior stakeholders, providing clear insight, direction and recommendations.
• Create a structured and effective handover, ensuring continuity and long-term success for the permanent postholder.

Working for us, works for you

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
• Work‑Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards.
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.

#J-18808-Ljbffr