dunnhumby
is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.
Our mission:
to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.
dunnhumby
employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble and Metro.At dunnhumby, we help retailers and brands put the customer first. Our technology and insights power better customer experiences across the globe. As part of strengthening our operational foundation, we are setting up a dedicated Service Management function for Tesco Retail Media (TRM). TRM is a fast-growing area that enables consumer brands to run advertising campaigns through Tesco’s digital and in-store channels. As adoption scales and use cases deepen, we are expanding our focus on operational excellence to support high availability, resilience, and accountability across our systems.We are hiring a Service Manager and a few Service Management Analysts to build this capability. The team will work closely with various internal engineering squads to manage service operations across TRM. This function will play a critical role in how we maintain uptime, respond to issues, and continuously improve our services.We are looking for people who take ownership, bring structure under pressure, and have a follow-through mindset. The expectation is to evolve this function into a well-run 24x7 operation, enabled through a team-based ROTA model.
Key Responsibilities
- Inspiring Support Excellence - Inspire and mentor support engineers across the organization by providing deep expertise, thought leadership, guidance, and coaching to resolve specific challenges effectively.
- Establishing and Optimizing the support system & tools - Create and maintain efficient support system, building consensus on solutions, removing impediments, and ensuring high-quality production support, incident management through continuous learning and best industry practices.
- Act as the single point of contact for all Tesco Retail Media (TRM) service issues. Own incidents, coordinate across teams, and ensure timely resolution
- Drive P1 and P2 incident response. Set up bridges on MS Teams involving the Major Incident Manager and the right on-call engineer from the L3 ROTA (managed in xMatters)
- Track alerts from New Relic and ensure appropriate action is taken. Maintain context on which issues are noise and which need escalation
- Manage day-to-day ticket flow in ServiceNow. Log incidents, follow up on updates, and ensure SLAs are being met
- Coordinate Post-Incident Reviews (PIRs), ensuring clear action items, owners, and timelines. Problem tickets should be created and tracked in ServiceNow
- Participate in monthly incident review meetings to walk through root causes and preventive steps for all major incidents
- Contribute and maintain service documentation and runbooks in Confluence. Ensure documentation is reliable and easy for others to use during on-call
- Support change management workflows. Raise or review change requests via ServiceNow or Jira, and ensure CAB approvals are secured when needed
- Help establish a reliable 24x7 support structure, using xMatters for ROTA planning, escalations, and handovers
- Work with internal squads to improve collaboration and reduce time to resolve issues
- Bring a mindset of continuous improvement. Identify repeated failure points, follow up on broken workflows, and help drive better service maturity over time
- Partner with engineering to identify opportunities for automating runbooks, recurring incident tasks, or alert enrichment.
- Use metrics like SLOs, error budgets, and alert noise ratio to guide improvements in operational workflows and system reliability.
- Define and lead OKRs related to availability, MTTR, and service health to align operations with broader reliability goals.
- Collaborate with Tesco and broader dunnhumby service management teams to ensure seamless end-to-end service operations.
What Good Looks Like
- You don’t wait for someone to assign you a ticket. Instead, you take ownership and chase it through to closure
- You can handle a high-pressure bridge call, keep things on track, and bring clarity when everyone else is reacting
- You follow up on action items without letting them drop. You know that small misses can turn into big issues
- You understand that tools like ServiceNow, New Relic, and xMatters are only useful if the people using them bring context and structure
- You are not just looking to maintain a service, but you want to make it better with every incident, review, and process you touch
Required Skills & Experience
- 6 to 10 years of experience in IT service management, incident coordination, or related roles
- Proven experience managing P1/P2 incidents with multiple teams involved
- Familiarity with ITSM tools like ServiceNow, Jira, and Confluence
- Understanding cloud environments (e.g., GCP) and how infrastructure changes impact service operations is a plus
- Exposure to monitoring tools like New Relic and operational workflows involving on-call and ROTA planning
- Clear communicator who can drive coordination and decisions in live incident calls
- Experience in reviewing root causes, maintaining service documentation, and ensuring closure of action items
- Understanding of SRE-style thinking and ability to bring that into incident handling and process maturity
What You Can Expect From Us
We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.
Our approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.For further information about how we collect and use your personal information please see our Privacy Notice which can be found
(here)
