Service Experience Manager at dunnhumby

Gurugram, Haryana, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Media, SaaS, StreamingIndustries

Requirements

8+ years in service management, including systems monitoring, site reliability engineering, or infrastructure operations
2+ years in a team lead or managerial role
Experience in a 24/7 operational environment, ideally in Media, SaaS, or streaming platforms
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.)

Responsibilities

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
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
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

Skills

Key technologies and capabilities for this role

Service ManagementSystems MonitoringSite Reliability EngineeringInfrastructure OperationsGrafanaPrometheusSplunkNew RelicAPIsEvent PipelinesLog ManagementGCPAzureServiceNowZendeskITSM

Questions & Answers

Common questions about this position

What experience is required for the Service Experience Manager role?

Candidates need 8+ years in service management, including systems monitoring, site reliability engineering, or infrastructure operations, plus 2+ years in a team lead or managerial role. Experience in a 24/7 operational environment, ideally in Media, SaaS, or streaming platforms, is also required.

What technical skills are needed for this position?

Key skills include experience with observability stacks like Grafana, Prometheus, Splunk, or New Relic, solid understanding of APIs, event pipelines, and log management, familiarity with cloud environments such as GCP or Azure, and integrating monitoring with ITSM tools like ServiceNow or Zendesk.

What benefits and perks does dunnhumby offer?

Employees enjoy a comprehensive rewards package, personal flexibility, flexible working hours, and your birthday off.

Is remote work or flexible working available?

Yes, the role offers a degree of personal flexibility and flexible working hours.

What does the role involve in terms of team leadership and culture?

The role includes coaching team members to deepen technical monitoring skills and business understanding, and building a culture of continuous improvement, automation, and proactive detection while balancing hands-on work with strategic oversight.

dunnhumby

Customer data analytics for retail optimization

About dunnhumby

dunnhumby specializes in Customer Data Science, focusing on enhancing customer experiences for retailers and brands through data analysis. The company uses advanced analytics to interpret customer behavior, preferences, and trends, which allows clients to implement targeted marketing campaigns. Instead of storing personal data, dunnhumby analyzes data using unique identifiers from browsers and devices to maintain privacy. Its services include media solutions, customer insights, and personalized marketing strategies, which help clients improve customer engagement and sales. Additionally, dunnhumby Ventures invests in early-stage retail technology startups, ensuring the company remains at the forefront of retail innovation. The main goal of dunnhumby is to empower businesses to create better customer experiences through data-driven insights.

London, United KingdomHeadquarters

1989Year Founded

BUYOUT_LBOCompany Stage

Data & Analytics, Consulting, Venture Capital, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Unlimited Paid Time Off

Remote Work Options

Risks

Departure of key media team member may disrupt dunnhumby's media strategy.

Challenges in integrating startups with enterprises could misalign innovation goals.

Data privacy concerns may arise from partnerships, affecting client trust.

Differentiation

dunnhumby leverages AI to optimize product selection and inventory management.

The company offers a unique Competitive Threat Evaluator for strategic market insights.

dunnhumby partners with startups through its Retail Innovation Network to drive retail tech.

Upsides

Real-time data analytics partnerships enhance dunnhumby's market adaptability.

AI-powered tools position dunnhumby as a leader in competitive retail analysis.

The Retail Innovation Network fosters collaboration, boosting innovation in retail technology.

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