Service Delivery Manager
Job Introduction
Selfridges is a social centre where everyone is welcome. We surprise, amaze and amuse our customers everyday by doing the unexpected, celebrating those special moments and inspiring one another. We are the destination for the most extraordinary customer experience unrivalled with products and services ranging from high street to high end.
A passionate service driven individual, responsible for the delivery of high-level, customer focussed support. The role is to assure the current service, and continue to build on the existing best practice processes and procedures to maintain and improve service levels through the future.
The role has direct responsibility for a small internal team of support analysts, as well as teams from various outsourced managed service partners.
Role Responsibility
Based in our London offices you’ll provide a unique and tailored service in IT to customers both internally and externally, going beyond the ordinary to create memorable interactions and deliver. Our customers expect extraordinary service delivered by people with a genuine passion for what they do and to share their unparalleled level of knowledge whilst taking enormous pride in maintaining our exceptionally high standards.
Working in IT you’ll share your knowledge through unique Selfridges stories,
Key Responsibilities of this role include:
Overall responsibility for IT Service Delivery
Day to day management of the internal and external support teams
Management of engagement with 3rd parties to help deliver service to Selfridges & Co
Focus on continuous improvement, ensuring best practice is adopted and implemented where required
Responsible for Service Design and Transition processes as change is delivered through projects into the teams
Ensure adherence to internal processes and ways of working
Delivery on time and within budget the delivery of any changes
Create an environment that truly drives high performance through effective performance management and development planning
Assume line management responsibility for a team of direct reports, ensuring these people are motivated, through actively managed personal development, clearly defined objectives and career plans
Identifying opportunities to improve operational performance and efficiency, implementing a plan to deliver improvements as agreed
Assisting internal & external auditors with IS audits and ensuring actions are followed up, and where appropriate, implemented
You will use your natural curiosity to stay ahead of the latest trends by taking every opportunity to expand your knowledge
As a Service Delivery Manager you will be accountable for all aspects of the department, by managing and leading your team confidently to deliver an extraordinary customer experience. Underpinning this is the ability to promote the company values, to lead the team to live them and exceed individual and departmental indicators
This is a thrilling opportunity and when you consider all of the exciting new projects we have coming up this year, this role will take you on a journey.
The Ideal Candidate
Your passion and confidence will set you apart and while consulting with the wider business you’ll take real pride in delivering a personalised and professional service. Bringing your personality to the service experience you will always look to genuinely connect with your customers while thinking creatively to bring your ideas to life. As well as having the ability to work well as part of a team, you’ll be willing to embrace opportunities to build your skills in order to offer quality and reassurance to all of our internal and external customers.
Person Specification:
Qualifications/ Training
- ITIL v3 foundation qualified
- Educated to Degree Level or equivalent or have 3 years relevant hands on IT experience with specialist skills in IT systems either from a functional or technical perspective
- Experience of working in a fast paced and creative retail environment
Experience
- Minimum 3 years’ experience in a similar role
- Operational support experience
- Vendor / Supplier Management
- ITIL awareness
- Strong Customer Service Skills
- Applications support management experience
- Process and Procedure experience (development and implementation)
- Experience of operating with a high level of autonomy and the ability to manage others to ensure delivery to agreed timescales, with a focus on resolution of support issues in a timely manner
About the Company
We are a shop run on imagination: a place where the world’s most covetable brands combine with the most extraordinary spectacles, events and ideas for an experience like no other.
We have challenged the rules of retail from day one, whilst demonstrating our unwavering commitment to sustainability. In 2016, we were the first to be awarded with recognition for the ‘World’s Best Sustainability Campaign by a Department Store’ at the IGDS Global Department Store Summit, in-line with its focus on buying better and inspiring change. We are also recognised as the Best Department Store in the World (2010, 2012, 2014 & 2018) underlining our place at the forefront of retail. In 2018 we were recognised as a LinkedIn Top Company to work for.
Our vision is to be the destination for the most extraordinary customer experience, and our people are central to us achieving this. As an employer we are committed to making Selfridges an exciting, inspiring and fun place to work
Selfridges