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Major Incident & Change Lead

Please Note: The application deadline for this job has now passed.

Major Incident & Change Lead

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. 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  

  • Annual travel pass and cycle-to-work schemes  

  • A sustainable car salary sacrifice scheme 

  • 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… 

Role Responsibility

We have an exciting opportunity for a Service Management professional to join our expanding team. This role will be focused on helping to define the Selfridges Tech Change Management strategy, whilst also supporting with the Major Incident and Problem Management processes.

In this role you will be responsible for governing all Tech Changes as well as being part of our 24/7 major incident management support rotation. In order to be successful in this role, candidates will need to demonstrate previous exposure to Change Management and Major Incidents, using in house and vendor-based support teams.


What will you do?

·Manage rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services

·Ability to motivate/influence and support the response team the to deliver rapid response to major incidents as they occur

·Manage business communications for major incidents

·Provides support to define and manages the successful implementation of the organisation's change management focus and initiatives.

·Provides knowledge and effective leadership to cross-functional teams that enables the execution of strategic projects and change management initiatives.

·Leads process improvement/change management workshops and leads design teams in process improvement/change management initiatives.

·Develop milestones with key stakeholders to drive change management process deliverables against KPIs.

·Conduct impact analysis, assess readiness for change and identify key stakeholders.

·Coach and mentor impacted stakeholders on the change management process.

·Create metrics and dashboards to measure change management successes and KPIs

·Identify and prepare risk mitigation tactics.

·Support the development and delivery of change communications.

·Responsible for CABs, ECABs, Forward Schedule of Change and Post Implementation reviews

The Ideal Candidate

·Ability to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructure and services

·Good understanding of Change Management and processes

·Experience of managing major incidents

·Experience of Change within a large organisation

·Experience of implementing ways of working, creating, and updating processes across the organisation

·Broad knowledge and understanding of IT concepts, technologies and architectures

·Shows aptitude for analysing and managing problems arising from incidents

·Experience working with internal teams and third-party suppliers

·Strong experience of delivering IT service quality within an ITIL framework

·Experiencing using service management tooling to report, analyse and provide metrics to improve service

·Relevant ITIL qualifications, ITIL foundation as a minimum

·Experience of using ServiceNow/Jira is highly desirable


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

·Ability to work well under pressure and lead teams to resolve major incidents

·Ability to think logically, analyse situations and problem solve

·Ability to effectively challenge when appropriate

·Excellent communication and organisation skills

·You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

About the Company

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.   


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. 


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