D&T Service Manager-1

Job Title: D&T Service Manager-1

The D&T Service Delivery manager is responsible for ensuring consistent, high-quality IT services through effective oversight of key AMS and Infrastructure vendors. The role drives performance management, adherence to SLAs and KPIs, and continuous service improvement across Diageo's technology landscape.

The role works closely with Vendor Management, Finance, Procurement to ensure:

• Service delivery meets agreed standards, metrics and expectations.

• Vendor performance is transparent, accountable, and data-driven.

• Service quality and stability are maintained through consistent operational governance.

• Improvement opportunities are identified, prioritized, and delivered.

1. Service Quality & Compliance

• Oversee daily and monthly service performance across outsourced vendors.

• Monitor adherence to Diageo's Service Management Policy and ensure full compliance with Security, Risk, and Compliance standards.

• Identify service deviations, drive corrective actions, and track remediation through to closure.

• Conduct operational reviews to assess compliance maturity and performance consistency across service lines.

2. Service Level Management (SLM)

• Own the operational framework for SLA and KPI governance.

• Ensure accuracy, timeliness, and transparency of SLA and performance reporting.

• Track and analyse trends in SLA breaches, root causes, and remediation effectiveness.

• Lead regular service reviews with vendors and Service Owners to evaluate performance and define improvement actions.

• Maintain an up-to-date catalogue of SLA definitions aligned with evolving business and service needs.

3. Continual Service Improvement (CSI)

• Maintain and manage a live Continual Improvement Register - tracking all initiatives from identification to completion.

• Drive measurable improvements in First Time Fix (FTF), Mean Time to Resolve (MTTR), and incident recurrence rates.

• Collaborate with internal teams to identify automation and self-healing opportunities.

• Promote proactive problem management, reducing reactive workload and service disruption.

4. Operational Reporting & Insights

• Lead governance of all service delivery reporting - ensuring data accuracy, consistency, and relevance.

• Partner with Reporting and Analytics teams to enhance dashboarding and automation.

• Produce consolidated monthly performance packs and insights for D&T leadership and business stakeholders.

• Translate operational data into clear, actionable recommendations to improve service performance.

5. Stakeholder & Business Engagement

• Act as the primary point of contact for all service delivery matters within D&T.

• Provide regular communication on service health, key risks, and improvement activities.

• Support Service Owners and business functions with consistent updates on service trends and vendor performance.

• Build strong working relationships with vendors, internal service teams, and governance partners to ensure alignment on priorities and delivery standards.

Knowledge

• Minimum 8 years experience in IT Service Management, Service Delivery, or Operational Governance roles.

• Deep understanding of ITIL v4 and its practical application in outsourced environments.

• Proven experience managing AMS or Infrastructure vendors in complex, multi-region organizations.

• Strong analytical and reporting skills with a track record of driving decisions through data.

• Sound knowledge of compliance, risk management, and service governance frameworks.

• Proficiency in ServiceNow, Celonis, and reporting / dashboard tools preferred.

Abilities

• Excellent operational leadership and stakeholder engagement skills.

• Proven ability to influence vendor and internal teams to deliver against commitments.

• Strong problem-solving mindset with a focus on root cause and continuous improvement.

• Ability to balance day-to-day delivery with medium-term improvement planning.

Flexible Working Statement:

Flexibility is key to our success. Talk to us about what flexibility means to you so that you're supported to manage your wellbeing and balance your priorities from day one.

Rewards & Benefits Statement: (TE)

Diversity statement:

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Ourambitionistocreatethebestperforming,mosttrustedandrespectedconsumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired Then this may be the opportunity for you.