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IT Service Delivery Manager

  • Department: Support & Infrastructure
  • Location: Hammersmith
  • Job type: Full Time
  • Contract Type: Permanent
  • Job reference: VAC- 11647

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We are seeking an IT Service Delivery Manager (IT SDM) that will be responsible for ensuring the services that IT deliver meet business needs and perform to expected service levels across a specific domain. You’ll be in charge of the operational management and improvement of core service management processes, particularly major incident, problem management, incident management and release & deployment processes. You’ll be responsible for the delivery, support and operational performance of services within a specific domain. In this role, you’ll ensure reliability, procedural integrity, and efficiencies driving a continual service improvement culture across the IT department. You’ll work in close collaboration with the project managers, service owners and functional support teams to continually drive improvements, service reliability, performance and cost efficiencies.

About Us

Harrods’ IT comprises of a broad and tailored offering to support out our luxury store in Knightsbridge, London and our website, as well as our wider Retail, Sales, Buying, Distribution, Fulfilment and Corporate functions.  Our IT offering is supported by a mix of in-house technology and 3rd party partnerships, our success if defined by our integrated and united approach to a full IT operation. The IT SDM owns the service delivery and operational performance of a portfolio of services that underpins the Harrods business capabilities within a specific domain. This is an enabling role that ensures the technology solutions and services that underpin business are available, stable, and perform over and above the agreed metrics.

About You

With a collaboratively approach, you’ll have the ability to influence stakeholders and an understanding of operational environments. You’ll have ITIL Certification and in-depth service design skills, as well as functional experience of managing Major Incidents, Problems and Releases. You’ll have previous experience in designing and managing the transition of services and working with 3rd Party suppliers. You’ll be an innovative thinker able to turn customer requirements into workable solutions and capable of taking leadership and inspire others. You’ll have a great knowledge about IT Project Management and Development & Configuration lifecycles. The role requires the successful candidate to be a highly motivated self-starter, with the capability to communicate with stakeholders across all levels of the organization.

Our promise to you

No one gets slotted into a box at Harrods. We’ll encourage you to be yourself and bring your whole personality to work. Then, together, we’ll find new ways to delight customers, bringing them luxury experiences that redefine the art of what is possible. You’ll enjoy the support of a knowledgeable and experienced team and be part of a digital business transformation that will give you first hand experience of IT management.

More immediately, you will benefit from an excellent benefits package, including a company pension, flexible working, 25 days’ holiday and your birthday off, up to 33% in-store discount, a season ticket loan and much more.

Uniquely you

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook, or Instagram

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