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Major Incident & Problem Lead

Major Incident & Problem 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

This is an excellent opportunity to prove your Major Incident Management skills in a truly challenging, and complex environment.  In order to be successful in securing this role, candidates will need to demonstrate previous experience of managing Major Incidents using in house and vendor-based support teams.

In this role you will be responsible for coordinating the recovery of all Major Incidents to resolution and assisting the IT Major Incident / Problem Manager in the analysis and long-term resolution of issues. The successful candidate must have the ability to have challenging conversations with clients, customers and key stakeholders, chair meetings and drive action plans whilst being pro-active and reactive towards problem management.

  • Manage rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve then, 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
  • Ensure effective investigation of all incidents in line with service level agreements, providing a high level of customer contact / communication for critical incidents
  • Conduct post incident review meetings
  • Own the investigation of resolved critical incidents to determine root cause
  • Provision of Major Incident reports to customers and the business
  • Utilise problem management processes and procedures to analyse system failures and provide resolutions to reduce future incidents
  • Recording of problem records, ensuring workaround for recurring problems are added to the knowledge base and communicated to the Help Desk
  • Maintenance of known error records
  • Manage business communications for IT change activity outside of core hours
  • Where necessary, support the functional testing of IT change activity outside of core hours
  • Proactive monitoring of IT systems and services
  • Support the wider team with IT Operations activities as required

The Ideal Candidate

  • Ability to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructure
  • Excellent communication and organisation skills
  • Proven track record in Incident and Problem Management
  • Ability to effectively challenge when appropriate
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Substantial proven experience of successfully managing major incidents
  • Ability to work well under pressure and lead a team to resolve major incidents
  • Ability to think logically, analyse situations and problem solve
  • Proficient in knowledge of IT Infrastructure (hardware, databases, operating systems, local area networks etc.)
  • Broad knowledge and understanding of IT concepts and architectures
  • Shows aptitude for analysing and managing problems arising from incidents
  • Substantial experience in a complex airport environment is highly desirable
  • Relevant ITIL qualifications, ITIL foundation as a minimum
  • Experience of using ServiceNow/Jira is highly desirable

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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