Service Manager - Enterprise Technology

Dr. Martens is a globally recognizable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.

SO, WHAT'S THE STORY?

We are on an exciting journey to drive impactful change within our Enterprise Technology team. As part of a global fashion retailer, quality is of paramount importance. This is your opportunity to join a dynamic team, focusing on Technology Service Management, to ensure that the services we provide to our colleagues are high quality and fit for purpose.

Please note this role will require 5 days per week in office at our Burnside Headquarters.

THE ROLE

As a Service Manager in our Enterprise Technology team, you will:

• Lead day-to-day Technology operations and service delivery in region which includes:
• Managing the Service Desk/Incident Management
• Providing technical training
• Overseeing the backend and end-user computing environments
• Act as a key point of contact for stakeholders for IT services
• Develop and maintain strong relationships with business units, to understand their technology needs and ensure our services meet those needs.
• Monitor & report on service performance, to help ensure SLAs are met, as well as identify any areas for improvement
• You will work with the Service Managers in other regions to provide incident management as required
• You will be required to contribute to root cause analysis as required
• Provide regular updates to stakeholders on the status of incidents, and service performance
• Lead service review meetings with your key stakeholders.
• Participate in IT projects as required
• Foster a culture of continuous improvement, regularly seeking feedback and introducing innovative solutions to enhance technology infrastructure and operations.
• Stay abreast of the latest trends, tools, and best practices in Technology infrastructure management, ensuring the organization is always at the forefront of Technology.
• Participation in an after-hours, on-call rotation is a requirement

WHAT WE ARE LOOKING FOR

• Proven experience in Technology service relationship management
• Good understanding of ITIL principles
• Excellent communication skills
• Tenacious attitude to drive service improvement
• Highly customer-focused
• Dedicated to high quality of service
• Experience of running Incidents / Major Incident
• Experience of both participating & Chairing a Change Advisory Board (CAB)
• Experience of problem management
• Ability to work at a standard computer set up 40+ hours per week, with or without accommodations.

Technical Skills:

• Proficient with IT management systems such as ServiceNow, JIRA etc
• Experience of service reporting
• Experience of incident management and root cause analysis
• Hands-on knowledge of Technology systems and services
• Familiarity of service level agreements (SLAs) and key performance indicators (KPIs)
• Knowledge of ITIL principles highly desirable

Soft Skills:

• Excellent communication and stakeholder management.
• Strong analytical mindset with problem-solving capabilities.
• Ability to thrive in a fast-paced environment with multiple priorities.

Education:

• ITIL qualification is desirable

At Dr. Martens, we live and breathe our 3 core values —they’re at the heart of who we are. They never stand alone but work together as a balancing act of rights and responsibilities to support how we work together at DM’s. BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE. Our values also underpin the DM Way, our behavioural framework, which describes the 8 factors that drive success for our people.

Your technical capability will go hand in hand with our DM Way success factors:

• Develop: build on your strengths and superpowers while stepping outside your comfort zone to encourage growth and development – both for yourself and your colleagues.
• Lead: set individual performance and development goals linked to our business strategy. Maintaining motivation, supporting others and embodying our purpose and values.
• Explore: understand the consumer impact of your role, connect with other teams, and see the bigger picture within DM’s.
• Invent: challenge conventions, respecting DM's heritage while offering practical improvement suggestions and ideas.
• Connect: contributes to positive team energy by valuing diverse perspectives, promoting open dialogue, and building strong relationships within and beyond the team.
• Influence: share ideas confidently, listen empathetically, and adapt approach to resonate with others, bringing positivity and strong communication skills to inspire enthusiasm.
• Drive: embody pride in our brand, proactively seek improvement, and deliver on promises with integrity. Show initiative, resilience, and a commitment to continuous improvement.
• Organise: prioritise demands, manage time effectively, and identify opportunities for improvement.

WHAT'S IN IT FOR YOU?

• Welcome to the brand pair of Docs
• Employee discount of 65% off footwear and 50% on accessories
• Early Friday finish in the summertime
• Amazing Portland based office & rooftop
• Hybrid work schedule
• Affordable & comprehensive Medical, Dental & Vision packages
• Our Employee Assistance Program – for when times might get tough
• 401(k) Pre-Tax and Roth Retirement savings plans
• DM Foundation, supporting and empowering our communities around the world
• Paid volunteer hours

We strive to create an accessible and inclusive application and selection process. We are committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at jobs@drmartens.com and we will work with you to meet your accessibility needs.

At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to authentically speak to our consumers.

We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included, whatever their role in the Dr. Martens community.