Projects and Front of House Manager & In-store Technology Manager (6-month FTC)

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

Projects and Front of House Manager & In-store Technology Manager (6-month FTC)

Role Responsibility

 Projects and Front of House Manager & In-store Technology Manager

  • Line management responsibility for a team of up to 7 Support Analysts.
  • Motivates and provides clearly defined objectives through actively managed personal development and career plans
  • Create an environment that truly drives high performance through effective performance management and development planning.
  • Ensure team performance is met and exceeds SLA’s through the delivery of daily, weekly and monthly reporting of all required L1 support activities.
  • Proactively identifies call and Incident trends that will drive through continuous improvement, ensuring that the Front of House Team deliver a consistent and professional service to all IT business users.
  • Ensures the smooth transition of new services or service changes into existing level 1 support processes through the delivery of clear communication, training, documentation and reporting.
  • Develops strong working relationships with 2nd & 3rd level IS support teams, in-order to contribute to continuous process improvement across the Service Delivery Department.
  • Achievement of customer satisfaction ratings to agreed levels, through incident monitoring, 1:1 coaching and regular quality checks.
  • Manages and co-ordinates shift plans and roistering to meet working demands
  • Continuous improvement demonstrated through improved Level 1 KPI’s, SLA’s, increased First Time Fix and incident and request resolution
  • Compliance with business and IS quality management, risk management, security policies and procedures
     
  • Lead the team to build, operate and assure best in class reliability, capacity, and security across our technology store service
  • Lead and guide our internal Property and Store teams to deliver the activities, technologies and resources that facilitate and underpin out technology capabilities.
  • Proactively manage all related issue and risks to ensure smooth transition.
  • Facilitate best practice and evolving ways of working to ensure your BAU responsibilities are appropriately satisfied.
  • Manage partners, and appropriate elements and recommend initiative to improve service and secure savings.
  • Collaborate with IT peers to help the 24/7 Operations function, integrate with Technology Service Desk, to appropriately support our business outcomes.
  • Manage communications across a complex stakeholder landscape to set and manage realistic expectations to accurately report on budgets and work status.
  • Manage the team in the upkeep of existing structured cabling and backbone.
  • Planning, installation & implementation of new based structured cabling and OM4 backbone through the estate, strategic IP based technologies including access control, CCTV, footfall cameras, AV & music, 4G/5GDAS systems throughout the estate.
  • Planning, installation, diversion & implementation of all IT systems and their associated cabling during construction/refurbishment of FOH and BOH areas and IT elements of department/personal moves within the estate.

 

  • Liaise directly with several senior stakeholders to proactively manage all issues and risks delivering to specific timelines and quality criteria.
  • Ensure IT Technology design principals are adhered to during Stores and Property works/projects.
  • Ensure all new deliverables and requirements are adequately documented.
  • Work appropriate, operate under required governance and processes, producing status reports.
  • Engage Selfridges brands and concessions to understand their IT Technology requirements
  • Other duties and special works/projects as assigned by Senior stores & Senior Service Operations Manager.  
  • Initiate, plan, and deliver a range of projects based on agreed business priorities. Multiple projects may need to be managed concurrently.
  • Manage third party suppliers and internal delivery resources either directly or via matrix management
  • Manage project budgets, being accountable for budget commitment and accurate financial reporting
  • Develop and manage a resourcing model that ensures the right mix and quantity of resources are engaged on projects throughout the lifecycle
  • Ensure project objectives and requirements are adequately documented and that all project deliverables are fit for purpose
  • Manage all project quality assurance processes to ensure all project deliverables are of a high quality
  • Work closely with Service Delivery to ensure successful transition of projects until they achieve formal acceptance.
  • Ensure all project risks and issues are identified and properly communicated and managed
  • Ensure project teams operate according to defined project and delivery processes and governance
  • Manage communications plan across a complex stakeholder landscape to set and manage realistic expectations and to accurately report project status
  • Actively manage key senior stakeholders on all aspects of the project
  • Actively contribute to the continual improvement of project delivery processes and governance
  • Actively promote positive team behaviors and with both internal resources and suppliers

The Ideal Candidate

 

  • Knowledge of ITIL v3 and experience of working in an IT operations environment 

  • Experience of working in a fast paced and creative retail environment 

  • Substantial experience in a similar role 

  • Experience of managing a team in a Front of House environment 

  • ITIL awareness 

  • Ticketing tool knowledge 

  • Rostering /shift pattern & resource planning  

  • Process and Procedure experience (development and implementation) 

  • Coaching and training (formal/ informal) 

  • Incident Management 

  • Excellent planning and organisation skills 

  • Strong analysis and decision-making skills; 

  • Ability to multitask and work on own initiatives 

  • Logical approach to problem solving. 

Package Description

Are you looking for a new challenge that gives you the chance to get creative and use your knowledge of Customer Service to take Customer Experience at Selfridges to the next level?  Looking for a company that wants to help further your career as well as provide you with an exciting, inspiring and fun place to work?  

 

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for! 

About the Company

Our Creative Spirit 

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome. 

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.  

Our Future 

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences. 

Everyone is welcome

We are committed to a diverse and inclusive working culture, and we see this as key to our success and our working culture. Here at Selfridges, everyone is welcome - irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all. We are diverse, we are inclusive, we are Selfridges.

The Fun Stuff  

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year. 

Other benefits and rewards include:

  • Generous bonus and/or commission scheme 
  • Discounted gym memberships 
  • Pension contributions  
  • Annual travel pass and cycle to work schemes 
  • A volunteer day for all team members 
  • Access to a wide range of training programmes to help your career development

Selfridges

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