Service Delivery Manager - Digital

Job Reference: selfridges/TP/17/1062
Number of Positions: 1
Contract Type: Permanent
Salary: Competitive
Working Hours: 37.5
Closing Date: 13/09/2019
Job Category: IT
Region / Division: London - Wigmore Street
Location: London

Job Introduction

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.

Know The Role

  • Overall responsibility for IT Service Delivery for all things Digital
  • Day to day management of the internal and external support teams
  • Provision of 2nd & 3rd level support ensuring SLA’s / KPI’s are met and improved on
  • 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
  • Ongoing continuous improvement of customer satisfaction levels through the capture of customer feedback and creation of service improvement plans
  • 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
  • Actively owns and drive personal development and career planning
  • Identifying opportunities to improve operational performance and efficiency, implementing a plan to deliver improvements as agreed
  • Assisting in defining and maintaining Selfridges &Co business continuity plans
  • Assisting internal & external auditors with IS audits and ensuring actions are followed up, and where appropriate, implemented
  • Ensuring effective disaster recovery plans are defined and maintained for Selfridges& Co applications
  • Assisting with risk registers so that they are regularly reviewed and updated

Know What We're Looking For

  • ITIL v3 foundation qualified
  • Educated to Degree Level or equivalent or have 3 years relevant hands on IT experience with specialist skills in Digital/E-commerce systems either from a functional or technical perspective
  • Experience of working in a fast paced and creative retail environment
  • 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