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- Tasks: Lead SAP support services, ensuring timely resolution of application issues for Harrods users.
- Company: Join Harrods, the world's leading luxury retail emporium, known for exceptional customer experiences.
- Benefits: Enjoy flexible working, 25 days holiday, birthday off, and up to 33% in-store discount.
- Why this job: Be part of a dynamic team focused on customer satisfaction and service improvement.
- Qualifications: Experience in SAP modules and team leadership is essential; ITIL or Prince 2 knowledge preferred.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
The predicted salary is between 48000 - 72000 £ per year.
We are looking for a SAP Application Service Support Lead to join our IT team here at Harrods. You will be responsible for the delivery of SAP support services to the Harrods business for SAP application users. This role includes on-call which will be done on rotation and occasional weekend/overnight work.
The SAP Application Service Support Lead is accountable for the high level service and resolution of SAP application issues raised by the business users, ensuring services are delivered within the agreed SLA’s or better. The role is focused on customer satisfaction and delivering a good IT service.
You will also:
- Contribute to service process improvement to obtain efficiencies and better service to our customers.
- Deliver service/solutions on time, on budget to agreed quality criteria, to gain customer satisfaction.
- Ownership of the incident management, to meet the required SLA’s – monitoring and managing the worklist.
- Establish direction for the team based on divisional strategy. Translate into practical goals and objectives for each member of the team.
- Comply with agreed operational process, system maintenance and any regulatory requirements.
The ideal candidate will have previous experience in developing and supporting SAP modules: SD, MM, WM, FI/CO, EWM, CAR (UDF, MPR), SAP IS-Retail, as well as SAP support solutions and implementation & upgrade experience. It is important that you have previous experience as Team leader or have managed a SAP development team.
You will also have the following:
- Experience in both support and project delivery (ITIL, Prince 2).
- Excellent interpersonal and communication skills.
- Flexibility and readiness to adapt to changing priorities.
- Ability to perform duties effectively with minimum supervision and guidance.
As the world’s leading luxury retail emporium, we craft magic, memorable experiences for our customers and support our talented teams to become the best ambassadors for our global brand. We set the highest standards and reward the remarkable people who help us maintain them.
Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. In return you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.
At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.
While our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you do not meet every desired criteria but feel you have the skills and experience to thrive in this role coupled with an alignment with our values, we would encourage you to apply.
SAP Service Support Lead employer: Retail Human Resources plc
Contact Detail:
Retail Human Resources plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SAP Service Support Lead
✨Tip Number 1
Familiarise yourself with the specific SAP modules mentioned in the job description, such as SD, MM, and FI/CO. Having a solid understanding of these areas will not only boost your confidence but also demonstrate your expertise during any discussions.
✨Tip Number 2
Highlight your experience in team leadership and project delivery methodologies like ITIL and Prince 2. Be prepared to discuss how you've successfully managed teams and projects in the past, as this will be crucial for the role.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of how you've resolved SAP application issues in previous roles. This will help you illustrate your ability to meet SLAs and ensure customer satisfaction.
✨Tip Number 4
Research Harrods' company culture and values, especially their commitment to diversity and individual strengths. Being able to align your personal values with theirs can make a strong impression during interviews.
We think you need these skills to ace SAP Service Support Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with SAP modules such as SD, MM, WM, FI/CO, and EWM. Emphasise any previous roles where you led a team or managed SAP development projects.
Craft a Strong Cover Letter: In your cover letter, express your passion for delivering excellent IT service and customer satisfaction. Mention specific examples of how you've contributed to service process improvements in past roles.
Highlight Relevant Skills: Clearly outline your skills in both support and project delivery methodologies like ITIL and Prince 2. This will show that you are well-versed in the frameworks that Harrods values.
Showcase Interpersonal Skills: Since excellent communication is key for this role, provide examples of how you've effectively communicated with stakeholders or team members in previous positions. This can set you apart from other candidates.
How to prepare for a job interview at Retail Human Resources plc
✨Showcase Your SAP Expertise
Make sure to highlight your experience with the specific SAP modules mentioned in the job description, such as SD, MM, and FI/CO. Be prepared to discuss how you've successfully supported these applications in previous roles.
✨Demonstrate Leadership Skills
Since the role requires team leadership, share examples of how you've managed a team or led projects in the past. Discuss your approach to motivating team members and achieving project goals.
✨Emphasise Customer Satisfaction
The position focuses on delivering excellent IT service and customer satisfaction. Prepare to discuss how you've handled customer issues in the past and any strategies you've implemented to improve service delivery.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle incidents under pressure. Think of specific scenarios where you successfully resolved issues within SLAs and be ready to explain your thought process.
