SAP CX Operations Manager

We are looking for a SAP CX Operations Manager to join our team in Harrods. You will lead the team responsible for providing support and overall service of all production and non-production application environments across the SVC estate

About The Role

As the SAP CX Operations Manager You will ensure operational stability, reliability, and integrity of the SVC systems, and will create a culture of continuous improvement to support Customer Loyalty and deliver an excellent experience for Harrods Internal Customers

You will also;

·Monitor operational performance & system integrity of the individual CX platform components, responding to alerts and incidents.

· Lead the SAP CX Operations Team carrying out platform configuration and development changes through our agile delivery cycle, ensuring all changes are backed up by highly detailed technical specification epics / features / stories and implementation plans, and are delivered without unnecessary risk and impact

· Build a strong relationship with the wider IT function, and a range of third-party technology partners, sharing priorities and working through issues to continually improve our performance against operational SLAs.

About You

You must have strong experience strong experience with SAP CX Solutions, particularly SAP Customer Data Cloud, SAP Customer Data Platform, SAP Sales & Service Cloud (Cloud for Customer), SAP Marketing Cloud/Emarsys Customer Engagement. A current SAP CX certification would be beneficial

You will need to have;

· Previous experience maintaining documentation

· Understanding of basic ITIL concepts

·  Experience of operating in a support environment, and experience of managing an operation and support team

· Excellent stakeholder management

·  Familiarity with agile development methodologies, including Scrum and Kanban, and working with managed backlogs using tools like Azure DevOps or Jira

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. 

In return, you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

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 follow us on Instagram @togetherharrods

Harrods reserve the right to close applications early if we receive a high number of applications for this role