Senior Manager - IT Service Operations

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

•Be responsible for the ITIL-based delivery of services by drawing from broad industry experience to bring ‘best in class’ service capability to Selfridges’ Service Operations function 

•Be accountable for leading and managing the Service Operations function, in accordance with service levels and hours of coverage

•Be accountable for ensuring the Service Desk resolves all reported incidents to the customer’s satisfaction, using approved methods, tools and procedures and in accordance with published KPI’s and internal SLA’s 

•Responsible for ensuring that Incident and Problem processes are integrated with Change Management to drive planning and reduce service restoration times

•Ensure the team leads the post incident review process, establishing root cause for all major incidents and ensure corrective actions are captured, tracked, reported and managed to an evidenced conclusion through immediate changes or through a progressive set of SIP actions.  

•Lead the team as the “front door into Tech” - the first point of contact for matters relating to the escalation of incidents 

•Responsible for ensuring  service acceptance criteria is defined and implemented and actively manage and drive innovation and quality through a robust Service Operations function to ensure new services are received into production seamlessly and with the required quality

•Be accountable for the implementation and maintenance of  Vendor and Application Catalogues and a robust knowledge base, that includes escalation paths, temporary fixes, solutions and workarounds for known errors or problems 

•Define the requirements of the Service Management tool to ensure that it remains fit for purpose, is optimised to support the delivery of Services and provides timely visibility of performance and issues

•reporting on service quality and improvement recommendations, driving a culture of continuous improvement to our services.

•Responsible for regular service operations meetings with the Head of Technology for Core Services, Customers and supply partners to review service performance and understand ongoing and changing service experience   

•Responsible for identifying, processing and tracking risks that could impact Service Operations, ensuring the ownership of risks and mitigations are owned, communicated and progressed

•Lead and grow the capabilities of the team and play a leading role in the Service Operations People Plan, working with the HR partner to discuss and respond to feedback from the team through opinion surveys, exit interviews and any other relevant concerns 

•In addition to being a member of the Selfridges Core Services leadership team, to contribute to the Selfridges strategy, play an active role within the wider Tech Department, supporting the continued development of the Tech Service Strategy.  

The Ideal Candidate

•ITIL Accredited (Manager or Expert) business & service operational management  

•Experienced working in Retail with exposure across the value chain and channels

•Customer focused, with a background in delivering high quality, customer focussed services in a complex and changing environment

•A strong problem-solving intellect combined with superb communication skills to exceed stakeholder expectations

•Detail-oriented self-starter, with a positive attitude, capable of being proactive whilst discovering solutions to problems using both analytical and creative skills

•Great at translating between the business and technical teams and managing multiple partners and suppliers in the delivery of service

•Understand what it takes to build a high-performing team and create a great place to work

•Is resilient and can shine in a high expectation, performance-based, fast-paced business

•Is excellent at prioritisation and decision-making.

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. 

Selfridges