Service Experience Lead

Dunnhumby Hq. in London with offices across countries 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.

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 helps retailers and brands deliver better experiences through Customer First strategies.

We are seeking a talented Service Experience Manager

• 8+ years in service management, including systems monitoring, site reliability engineering, or infrastructure operations.
• 2+ years in a team lead or managerial role
• Coaches team members to deepen both technical monitoring skills and business understanding.
• Builds a culture of continuous improvement, automation, and proactive detection.
• Balances hands-on work with strategic oversight.
• Experience in a 24 / 7 operational environment, ideally in Media, SaaS, or streaming platforms
• own the end-to-end service management strategy for Media systems
• Accountable for defining, maintaining, and evolving service management standards across all Media platforms.
• Ensure monitoring coverage aligns with business-critical services and revenue-driving workflows.
• Acts as escalation point for major monitoring-related incidents.
• Experience with observability stacks (e.G. Grafana, Prometheus, Splunk, New Relic).
• Solid understanding of APIs, event pipelines, and log management.
• Familiarity with cloud environments (GCP, or Azure) and their native monitoring tools.
• Experience integrating monitoring with ITSM tools (ServiceNow, Zendesk, etc.).
• Define alerting thresholds that balance sensitivity with noise reduction.
• Partner with system owners to ensure monitoring reflects SLAs and KPIs.
• Lead post-incident reviews to improve detection and alert quality.
• Work closely with engineering, operations, and product teams to align service management priorities from monitoring to Incident / change management.
• Communicate system health and incident impact to both technical and non-technical stakeholders.
• Translate complex technical issues into clear business implications.
• Contribute to the observability roadmap, driving automation, and adoption of AIOps / ML for predictive monitoring.

Evaluate new tools and methodologies to improve system reliability, visibility and usability.

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 and dh Thrive as the living proof. Everyone’s invited.

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.

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