End User Services Manager

Harrods’ IT comprises technologies that provide services to support our luxury store in Knightsbridge, London and our Harrods.com website, as well as our Retail, Sales, Buying, Distribution, Fulfilment and Corporate functions.  The IT services are supported by a mix of in-house technology teams and 3rd party technology partners. Our End User Support Manager plays a critical and dynamic role in ensuring that users can work effectively and continuously through the provision of an IT Service Desk, desktop, mobile along with associated WorkFlex and collaboration tooling and services aligned with business needs and expectations. This opportunity comes with the operational responsibility of an impactful section of our business with the challenge of partnering this function with new automations, other business areas and IT functions to ensure the Harrods end user services and support function delivers nothing short of exceptional service.

About you

You’ll be an experienced IT Operations Manager with a good understanding of retail IT operations and technology, preferably within luxury brands. You’ll have demonstrable experience of delivering improvements to the end-user experience and developing the end-user technology offering, whilst championing and team culture that’s passionate and solutions focused. You’ll drive best practise and select suitable business projects to innovate our support solutions.

You’ll have a broad experience across infrastructure technology concepts around software, hardware, networking, printing, data management, security, applications and end user interfaces. You’ll have mature experience around Windows OS, MAC OS X, Windows Terminal Server, MS Office, Windows Server 2008/2012 and VMware toolsets (vCentre and View/Horizon) as well as management of Active Directory, Desktop/Application Management (SCCM, Auto Pilot, Intune and AppV), JAMF Casper and AppSense or equivalent.

Cloud computing services including Office365 and collaboration technologies are part of our road map, expertise in these disciplines would be valued as would certifications such as VCP, MSCP, AppSense and ITIL.

It is critical to the success of the role that good relationships are built with key business stakeholders to align service to business needs as well as motivating and championing your own team culture and energy.

What to expect

The End User Services Manager holds a position of seniority and must lead by example in terms of customer obsession, service excellence, mature decision-making and team behavioural mentoring.   This role has two distinct responsibilities, the first being a hands-on leadership and management to the IT Service Desk, Front Office, EUC, Monitoring, Asset and Configuration Management teams and our associated IT partners to ensure that effective IT service and support is being delivered. The second, leading as a principal IT service relationship point of contact for the end user community, circa 6000 users in total spread throughout Knightsbridge store, Henley Coffee Shop, Crown Court offices, Hammersmith Head Office, City Road, Trevor Square and TVDC Thatcham Distribution sites, Harrods’ Airport stores, Harrods Estates offices, satellite offices and remote workers.

The role requires technical skill plus internal people and process management to ensure that IT Service Desk and 2nd line hardware/software IT incidents and service requests are being efficiently resolved, with an emphasis on creating a positive, proactive and continually improving environment.

What is important?

Our team is reliable and efficient – we need someone who shares our values and understands the importance of our place in the business. Sometimes we are very busy; our team shares the load, supports each other and wins as a team. We set deadlines, we hit those deadlines.