We are looking for an IT Service Delivery Analyst to join our IT team here at Harrods. You will support the day-to-day operational workload across our core Service Management processes (Incident, Change, Problem, Risk and Knowledge). This role will also require some out of hours support for Production Change & Release activities and Major Incident Support, which is rota’d.
About The Role
As the IT Service Delivery Analyst support the Service Management core functions and processes while driving improvements innovation and automation through our Service Management tooling. You will also assist in the design and delivery of service monitoring and assurance e.g., dashboards and reporting as well as assisting the management of Forward Schedule of Change and Release.
- Produce and present regular reporting and trending to IT leadership team and peers
- Ensure failed changes and releases are investigated and lessons learnt
- Support Service Design and Transition activities by working with Service Delivery Managers, Project teams and key stakeholders across IT to gracefully land services in the live environment
- Support the Configuration and Asset process by protecting the integrity of our data
- Support the Major Incident process by assisting MIMs, crafting communications and building status boards
About You
The ideal candidate will have a good understanding of IT service operation processes (event, incident, problem, and change management). You must have previous experience with 1st or 2nd line support processes such as service/front desk). We are looking for someone who is comfortable with building and presenting reports (translate technical language which is then understand by score stakeholders). You will also have the following;
- Problem solving skills
- Excellent time management
- Strong communication skills both written and verbal
- Attention to detail
- Hunger to learn
- Ability to work well in a team environment
About Us
Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences. Our Promise to You 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. Uniquely You 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. If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods. Harrods reserve the right to close applications early if we receive a high number of applications for this role.
Additional Information
Time Type: Permanent Department: IT Service Delivery Support (Tiago Goulart) As one of the world’s most prestigious brands, and a highly sought-after employer within luxury retail, we aim to provide a working environment in which we can exceed both our customers’ expectations and the expectations of each other. To maintain our high standards, we invest as heavily in our people as we do in our products and store. As well as offering an unforgettable experience for our customers, we offer an exciting, challenging and motivating environment for our employees. We demonstrate how we value our team through an extensive pay and benefits package, as well as through a number of programmes that reward and recognise employees for exceptional performance. Our employees can also accelerate their careers through opportunities to work with talented people, development training, and chances to raise their profile in the luxury retail sector.
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IT Service Delivery Analyst employer: Harrods
At Harrods, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of Knightsbridge. Our commitment to employee growth is reflected in our supportive culture, where collaboration and innovation are encouraged, and opportunities for career advancement abound. With a hybrid working policy that promotes work-life balance and a focus on diversity and inclusion, we ensure that every team member can thrive while delivering world-class service to our customers.
