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Service Operations Lead

  • Department: Support & Infrastructure
  • Location: Hammersmith
  • Job type: Full Time
  • Contract Type: Permanent
  • Job reference: VAC- 3437

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We are seeking a Service Operations Lead to support our Service Management Office in operational workload and assist in driving maturity in our processes in using Agile methodologies. This is a vibrant and varied role that is focused on protecting, restoring, improving and reporting on the live service we deliver to the business. Therefore, key proficiencies are in Change Management, Major Incident Management, Problem Management and Continuous Service Improvement.

About you

You'll be an excellent motivator and communicator with a wide skill set in Service Operations, but a specialty in Change Management. This opportunity offers a dynamo role to protect, restore, report and innovate and improve our IT service offering.

What to expect

This role will own the Change Management Process, running CAB, Change surgery, reporting to the department and the leadership team and maturing the IT Support and Project community’s understanding of how best to engage with the process and why Change exists. When Major Incidents occur, this role will form one of our Major Incident Managers focused on restoring service and communicating to the business.

The Service Management Office adopts best practice ways of working and strike a balance between the ITIL core need and the Agile approach to maturity. Process knowledge, experience in executing those core processes and relationship management and working well with people is critical to the success of this role; ensuring that we can continually evolve and improve our processes to make them continually fit for purpose in the Harrods organisation.

The role will require time in Knightsbridge and Hammersmith locations and may require some travel to other Harrods office locations e.g. Thatcham, airports, etc.

The role will also provide some out of hours support for Production Change activity and Major Incident Manager which is rota’d.

What is important?

Our team believe in hard work and challenging the status quo. When we work together we are unstoppable. We’re leading the way with making anything possible and we will need someone who shares the same values and will raise the bar on delivering excellence for our employees.

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