Senior Service Design and Transition Manager

Job Introduction

Are you looking for a new challenge that gives you the chance to get creative and use your knowledge of the business to take IT to the next level?  Looking for a company that wants to help further your career in IT 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! 

Role Responsibility

Ensuring the Service Strategy framework is designed, built and implemented across Selfridges to support the business ambitions of significant growth over the coming years, with IT being the key driver to underpin the growth plans. You will then control the release of changes into production through the Change/Release Management function. ​

The role has direct line management responsibility for a team of Service Design & Transition Managers who undertake standardised SD&T activities supporting all IT development programmes.  ​

As the Senior Service Design & Transition Manager you will:​

• Be accountable for the overall Service Strategy framework in place for Selfridges, working with peers and stakeholders to ensure it reflects the IT service needs of Selfridges ​

• Take full responsibility for ensuring that the organisations approach to Service Strategy, Service Design & Service Transition is developed and maintained as portrayed by ITIL best practice  ​

• Own the service design and transition pipeline ensuring the approach is developed and maintained as indicated by the change and project portfolios and incorporated into the Service Catalogue. ​

• Lead the engagement with the Change and Programmes functions to develop service strategy as required by the individual change/project item ​

• Develop and manage the Selfridges's approach to the transition process for new /modified systems is developed and managed, and that the service acceptance policy for service transition is defined ​

• Ensure that the service design methodology & implementation as required by the approved portfolio/change programme individual initiatives is developed and managed. ​

• Maintain and develop the Change/Release Management processes, automating/streamlining to deliver a ‘self-service’ solution  ​

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• Take ownership of the creation of entries into the Service Catalogue for all live operational services, service components and operational service criteria. ​

• Agree the Service Acceptance Criteria with Project/Programme Managers, Service Operations Manager and Service Delivery Managers ​

• Ensures that there is a clear understanding of the resource impact of any new IT service model/solution agreed to support any new service ​

• Pursue the continuous improvement of the service provided by the service delivery team through liaison with all IT functions and by introducing new ideas, concepts and standards from outside the business  ​

• In addition to being a member of the Selfridges IT Central Operations leadership team, to contribute to the Selfridges strategy, play an active role within the wider IT Department, supporting the continued development of the IT service strategy ​

• Engage with key internal business contacts and with senior management through regular SD&T reporting and reviews. ​

• Play a leading role in the Service Design & Transition People Plan​

• Create an environment that encourages positive communication and a sense of community to drive team work and collaboration across all teams.  ​

• Manage recruitment to the team and provide all related personnel with the operating environment, knowledge management, personal development, and training and career planning they require.  ​

• Able to foresee potential risks and issues, establish a process, facilitate discussion and manage escalations. ​

• Coach peers and other roles, teaching where required, on methodologies and programme management tools and coach/mentor on leadership. 

The Ideal Candidate

• A proven track record derived from previous senior positions, in service design and transition, and change/release management ​

• Experienced working in a senior management position within in a large complex and dynamic retail environment ​

• Managing multiple partners and suppliers, including the formation of SLA/OLA frameworks ​

• Able to draw from broad industry experience to bring ‘best in class’ service capability to Selfridges IT Central Operations ​

• Broad range and understanding of delivery of diverse technical capabilities ​

• Experienced of customer and stakeholder management to board/exec level ​

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

• Experienced in retail with a strong digital and physical presence and you will understand what the customer experience needs to look like across channels  ​

• A leader, you will balance designing and transitioning extraordinary service with the development of your teams, ensuring that we live the Selfridges values.  ​

• Experienced with exposure across the value chain and channels.  ​

• You will have excellent communication skills, be a confident presenter and able to work in a fast paced ever changing environment ​

• Analytical, experienced with negotiation and strong focus on stakeholder skills​​

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business

This job is a brilliant opportunity to join a close-knit team who are incredibly passionate about taking IT to the next level. If you’re looking to come into a new role and make a real impact, then this will be perfect for you.

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.

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