Senior IT Service Delivery Manager

We have a great opportunity for a Senior IT Service Delivery Manager to join the Harrods team. Harrods’ IT comprises technologies that provide services to support our luxury store in Knightsbridge and Harrods.com, as well as a variety of other functions. The IT services are supported by a mix of in-house technology teams and 3rd party technology partners.

About the Role

As a Senior IT Service Delivery Manager, you will be responsible for ensuring that the services IT deliver meet business needs and perform to expected service levels across Service Delivery Manager domains. The role will support the introduction, improvement, and decommission of our application landscape.

This role leverages best practices for IT Service Management. IT SDMs own service delivery and operational performance of a portfolio of services that underpins the Harrods business capabilities across four core domain areas; customer, corporate, eCommerce, Supply Chain and Logistics, and Enterprise Infrastructure.

You will also be accountable for:

• Ensuring delivered services are fit for purpose with appropriate support, working with the PMO, IT Delivery and Business Solutions to carry out relevant reviews as necessary throughout the delivery lifecycle
• Delivering service level and operational improvements while maintaining a budget and offering an annual 5% reduction.
• Planning & delivery of regular service review meetings, including performance reports, service improvements, and quality and processes.
• Designing, leading and communication individual team’s roadmaps.
• Acting as an ambassador for the business unit to enhance its reputation in the business by actively building collaborative relationships with stakeholders across the business
• Establishing direction for the team based on divisional strategy

About You

As Senior IT Service Delivery Manager, you will be a highly motivated self-starter, with the capability to communicate with stakeholders across all levels of the organisation. 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.

You will have a background and experience in working with a number of core Service Management processes such as Service Design & Transition, Major Incident Management, Incident / Problem Management, Change Management, Release Management and Continuous Service Improvement.

You will also:

• Have an ITIL Certification.
• Have knowledge of systems, software, technologies, communications and suppliers to support business needs.
• Excellent stakeholder management and communication skills.
• Be an innovative thinker.
• Have experience in leading and managing teams.

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.