Retail Systems Service Manager

An exciting opportunity has arisen for a Retail Systems & Services Manager to join our Harrods team. You will be responsible for ensuring that Retail Systems deliver fit for purpose applications and services to the correct levels that benefit and support the business needs and its processes. This is both a management and hands on role, leveraging best practices for Retail Systems and leading by example. The Retail Systems and Services Manager role owns the delivery of the entire retail system and services portfolio that underpins Harrods business capabilities.

This role requires a background of dealing with modern retail system applications, a technical understanding in retail applications and associated tooling and technologies, coupled with experience in retail services management core processes such as installation, move, add, and change, as well as incident, request, and problem management. The successful candidate will be happy both leading the team, and working alongside them, in order to deliver successfully.

About your role

• Incident Management - Management and resolution of tickets

• Change Management - Log Change tickets for any change and represent Retail Systems in the Change process

• Knowledge Management - Ensure all issues are logged with resolution details, KB articles are authored, reviewed, and published to empower downstream resolution

• Deep-Dive Support - Ensuring that specialist SMEs are accessible to provide the deep-dive analysis

• Request Management - Overview and review of jobs ensuring the right quality of delivery, on time, each time

• Measuring and reviewing the Service - Ensuring that the Service we provide meets its desired commitments through monitoring, regular reviews, capturing incidents, impacts against our services – driving continuous improvement

• Stakeholder Management - engage with and effectively manage stakeholders

• Relationship Ownership - Gain and maintain proximity to the Retail Systems Vendors, build a relationship with them that adds value to Harrods

• Service Representation - Representing the Service with honesty and integrity within Harrods IT. Being the face of the service to the Stakeholder

• Service Escalation - During major incidents management of the Stakeholders and engagement with relevant vendors to ensure a quick resolution

• Service Oversight - Review of the incident and Request performance across periods of time. Understanding trends and influencing support team focus and support

• Shift Left - With every repeated incident and request, we should be asking why this can’t be shifted left

About Us

As the world’s leading luxury emporium, Harrods offers uniquely exciting opportunities. Working days are as varied as the requirements of our customers, and we nurture a supportive environment where your flexibility, resilience and creativity is recognised and rewarded. The Retail Operations team serves as the front line of support for our colleagues in the Retail teams, playing a key role in ensuring we are delivering a seamless experience to our customers.

Our Promise to You

At Harrods, you’ll find strong department support and a clear path for progression and personal development. If you are looking for a career in retail, we offer excellent opportunities to widen your experience across our business areas.

Our benefits package includes up to 33% in-store discount (50% for work wear), 25 days’ annual leave, additional birthday off, season ticket loan, full access to our corporate health service and corporate discount for gym membership, restaurants, hotels and more.

Uniquely You

At Harrods we believe anything is possible.  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.