Technology Operations Manager

Role Responsibility

As a Technical Operations Manager, you will be part of a domain aligned team managing, assuring and delivering key services/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, building relationships with key individuals across the business and IT functions to help drive continuous service improvements.​

You will: ​

• Have good working knowledge of the applications and processes within your domain ​

• Be responsible for managing escalations from the business and IT functions, helping to prioritise these against current workload and proactively manage expectations ​

• Support/manage problem backlogs that require development fixes, ensuring the priorities are constantly reviewed with domains against the business and customer impact​

• Be responsible for managing and coordinating the schedule of change across internal IT teams and 3rd Parties within your Domain, identifying and understanding wider impacts ​

• Be responsible for prioritising, coordinating and in some cases, owning requests such as those off the back of a security audit, or for data requests, or security/data breaches​

• Support Major incidents across the domain, continuous service improvement plans and actions from the MI review process, owning communication updates to key stakeholders outside of the Major Incident management process if needed ​

• Be a guardian for Service Assurance and accountable for reviewing service across your domain and other domains that impact your services ​

• Ensure 3rd parties across your domain are hitting SLA’s/KPI’s and putting into place a SIP if needed, with adequate 3rd party monitoring and alerting across key services​

• Regularly review Suppliers contracts and manage the processes for renewals​

• Contribute to project or pipeline of work in your domain, with early Service engagement and challenging where necessary to ensure service requirements are being met for any new feature/product enhancements including set up, handovers and knowledge transfer​

• Coordinate and advertise upcoming system upgrades, ensuring these are planned for and budgeted for annually, engaging with key stakeholders to communicate plans​

• Support and manage both technical debt and risk register actions, ensuring impact is properly understood and where appropriate, advertised to the right teams where required​

• Support key trading events to ensure a smooth service during peak trading periods​

The Ideal Candidate

• Experience of and working knowledge of instore retail systems and infrastructure ​

• Tenacious and demonstrate a good level of attention to detail with a can-do attitude​

• Build relationships with key stakeholder and proactively communicate technical issues in a clear way that is easy to understand ​

• Be able to deliver on time/to budget; able to multitask/prioritise own workload through excellent planning and organisational skills, whilst remaining calm under pressure​

• Technically minded, and can understand complex architecture​

• Creative with a focus on continuous improvement and cost savings 

About the Company

Rewards and benefits 

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  

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• 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… 

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.   

To ensure every feels welcome, we offer support at every stage of the application and interview process.  Should you need it, please let your recruitment contact know and they will be more than happy to help.

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