Technical Operations Manager - Source & Supply
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…
As a Technical Operations Manager, you will be part of a team managing, co-ordinating and delivering key services across different systems that are vital to the success of Selfridges. You will be responsible for maintaining and managing a vast portfolio of products and services across multiple 3rd Parties and internal teams, building relationships with key individuals across the business and IT functions to help drive service improvements and ensure that areas are working together in a consistent and trusted way of working.
As a Technical Operations Manager, you will:
•Be responsible for managing escalations from the business and IT Departments, helping to prioritise these against current workload and help to manage expectations on a daily basis.
•Be Accountable for helping to manage problem backlogs that require development fixes, ensuring the priorities are constantly reviewed against the business and customer impact, managing expectations where needed and linking up with the Service desk to assess Incident impact to problems.
•Responsible for managing and coordinating forward schedule of change across both internal IT teams and 3rd Parties within your Domain, understanding the wider impact to not just your area but within other domains as well and managing key stakeholder updates for any changes that may carry a high Business/Customer impact.
•Responsible for prioritizing, coordinating and in some cases owning request actions that carry a high impact, such as those off the back of a security audit, or for data requests, or security/data breaches.
•Helping to support Major incidents across the domain, owning communication updates to key stakeholders if needed outside of the Major Incident management process and continual service improvements plans/action in the MI review process, having a good working knowledge of the applications and processes within your domain.
•Guardian for Service Assurance and accountable for reviewing service across your domain and other domains that impact your services. Ensuring 3rd parties across your domain are working to the same standard and hitting SLA’s/KPI’s and putting into place a SIP if needed, including 3rd party monitoring and alerting. Reviewing Suppliers contracts to ensure they are up to date and relevant and manage the Purchase order processes for renewals.
•Contributing to project or pipeline work that will impact your domain. Ensuring Service engagement is happening from an early start and challenging where necessary to ensure support services and teams are being protected and handovers are being planned in advance, as well as ensuring adequate monitoring and alerting is in place, and exit criteria is met, sometimes along side the Service design and transition team.
•Responsible and accountable for coordinating and advertising upcoming system upgrades, ensuring this is being planned for and budgeted for yearly, engaging with key stakeholders to ensure plans are understood and timelines are clear.
•Supporting and Managing both Technical debt and Risk register actions, ensuring impact is properly understood and where appropriate advertised to the right teams if needed.
•Supporting and key trading activity or events to ensure a smooth service and participating in a Duty Manager on call Rota who is a point of escalation out of hours and over the weekend.
The Ideal Candidate
•Have experience and working knowledge of Supply Chain Retail systems as well as basic infrastructure knowledge, that will allow you to understand impact as quickly as possible.
•Tenacious and demonstrate a good level of attention to detail with a can-do approach.
•Not afraid to take ownership and build relationships with key stakeholders.
•Ability to stay clam under pressure while coming across proactive in communication.
•Able to multitask, show flexibility and prioritise your own workload through excellent planning and organisational skills.
•Able to communicate technical / complex issues in a clear way that is easy to understand to Stakeholders that are not technically minded.
•Creative, not afraid to step out and make your mark, change things for the better.
•Able to manage your time effectively.
•Technically minded, and easily understand complex architecture.
•Project Management skills, being able to deliver on time and to budget.
•Familiar with running your own budget and identifying areas to cut costs.
•Think customer first at all times, and be the friendly face into IT
•Leading by example by living out our values here at Selfridges.
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.