IT Service Improvement Lead (12 month FTC)

Role Responsibility

What is the role?

The Service Improvement Lead is responsible for the delivery of process innovation and continuous improvement initiatives across the Service Operations team. They will play an important role in helping to foster a culture of continuous improvement in line with the Selfridges’ values and objectives. The successful candidate will be responsible for identifying, leading and supporting improvement initiatives, whilst building and maintaining dashboards and metrics to measure and track results and success.

What will you do?

·Assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy

·Identify and deliver service improvement initiatives through employing process improvement methodologies and the application of innovative thinking

·Work across Service Operations Squads and business areas to lead workshops and gather requirements on value add initiatives, focussing on creating efficiency through simplification and better ways of working

·Take ownership of improvement initiatives by building a continuous improvement plan to support ongoing initiatives

·Support with the creation of Dashboards and other reporting frameworks to enable data driven decisions

·Identify trends and process variations as part of establishing a continuous improvement monitoring system, especially across incidents to support with reduction in incident volumes

Support with team member development through ticket analysis and improvements in call quality, providing regular feedback to encourage stop, start, continue behaviour

·Work with team members across the Service Operations team to create support documentation, user guides, processes and create training material

·Contribute to the Service Operations social platform to ensure it is maintained and kept alive

The Ideal Candidate

·Excellent verbal and written communication skills

·Excellent organisation and planning skills with the ability to manage and prioritise workload

·Proven ability to constructively challenge and drive change to systems, structures, processes and practices to improve ways of working for teams and service provision for customers

·Ability to work well under pressure

·Ability to think logically, analyse situations, suggest, and execute action plans

·Experience leading and coaching teams to achieve a goal to add value to a service and customer

·Knowledge of IT Concepts

·ITIL experience

·Experience of using ServiceNow/Jira, which is highly desirable

On top of that, you’ll be someone who is:

•Analytical in your approach with experience of reporting, KPI management and creating insight

•Self-motivated achiever who gains satisfaction from providing service excellence

•Proactive in approach to address opportunities for efficiencies

About the Company

Rewards and benefits 

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

To ensure every feels welcome, we offer support at every stage of the application and interview process.  Should you need it, please let your recruitment contact know and they will be more than happy to help.

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges