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Service Design & Transition Manager

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

Service Design & Transition Manager

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

As Service Design & Transition Manager you will influence, guide and deliver the operational design of services ensuring that new and changed services are fit for purpose, complementing other current IT services across the business, and aligned with Selfridges' technology architecture strategy.​

As Service Design & Transition Manager you will:​

  • Be responsible for all service introduction activities across the domain you are assigned to. One of Multichannel, Source and Supply or Infrastructure
  • Be responsible for reviewing new or changing supplier service contracts and working with procurement to ensure the requirements are met
  • Assure the transition delivery across the domain is to a quality standard so support teams are able to support new or changed services as required
  • Lead a standard approach for new/amended application or infrastructure to move from project phase to acceptance by the Service Support Team​
  • Work with the domain heads to continuously review and improve the existing Service Transition Framework to ensure it encompasses all the requirements for a service handover​
  • Liaise with the relevant teams for operational standards i.e. Release Management, Service Support and Infrastructure; and deliver in line with expectations
  • Develop and maintain key business relationships through project work​
  • Work with internal support teams and Project Managers to ensure SLA adherence following project implementation or changes are highlighted and agreed​
  • Lead a transition approach for care and maintenance activities in line with development and support teams​
  • Be knowledgeable about the latest service best practices to ensure they are included within ongoing strategies and, where appropriate, projects
  • Demonstrate a great knowledge of service tooling and how it can be applied within a service ecosystem
  • Ensure project teams include Service Delivery team members to own the delivery of Service Transition for individual projects

The Ideal Candidate

  • Experienced. You will be able to demonstrate Service Design or architecture experience across a number of IT projects within a retail e-commerce environment​, especially in the area of Agile integration
  • Knowledgeable. You will have a good understanding and experience of Operational and Project Management principles, along with Process and Procedure experience (development and implementation)​ Experience of organisational design in a digital/product world would be advantageous
  • Technical. You will be skilled in Software Development Lifecycles, both Waterfall Agile and have had ITIL training​
  • A great communicator, both verbal and written. You excel in the relationships you build with stakeholders, able to work across various teams​
  • Organised and proactive. You are able to multi-task, prioritise and work to tight deadlines with effective time management skills​
  • A problem solver. You are able to identify and manage issues and risks in a structured and analytical way​
  • Customer focused. Always putting the end user/customer first, while still driving continuous improvement ​
  • Assertive. You will have confidence and resilience, with an ability to influence at all levels of the organisation

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

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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