Senior Service Operations Manager

As the Senior Manager for Service Operations, you will be accountable for Service Excellence across the Service Operations team, with capabilities across the Service Desk, 2nd Line Support, incident management, change management, problem management and In-Store Technology teams. You will be supporting the business ambitions of significant growth over the coming years, with Tech being the key driver to underpin these growth plans. Working in partnership with the Service Assurance function, you will control and support the introduction of new operational services to the Service Desk and Service Operations function. The role has direct line management responsibility for the Service Desk and In-Store Tech Teams.

What will you do?

• Be responsible for the ITIL-based delivery of services by drawing from broad industry experience to bring ‘best in class’ service capability to Selfridges’ Service Operations function.
• Be accountable for leading and managing the Service Operations function, in accordance with service levels and hours of coverage.
• Be accountable for ensuring the Service Desk resolves all reported incidents to the customer’s satisfaction, using approved methods, tools and procedures and in accordance with published KPIs and internal SLAs.
• Support Incident and Problem processes to ensure these are integrated with Incident Management to drive planning and reduce the volume of incidents.
• Lead the team as the “front door into Tech” - the first point of contact for matters relating to the escalation of incidents.
• Responsible for ensuring service acceptance criteria is defined and implemented and actively manage and drive innovation and quality through a robust Service Operations function to ensure new services are received into production seamlessly and with the required quality.
• Be accountable for the implementation and maintenance of Vendor and Application Catalogues and a robust knowledge base, that includes escalation paths, temporary fixes, solutions and workarounds for known errors or problems.
• Define the requirements of the Service Management tool to ensure that it remains fit for purpose, is optimised to support the delivery of Services and provides timely visibility of performance and issues.
• Accountable for ensuring the team define, enable and analyse performance KPIs to support regular reporting on service quality and improvement recommendations, driving a culture of continuous improvement to our services.
• Lead peak planning to ensure operational readiness, capacity alignment, and service continuity during busy trading periods, proactively mitigating risk and maintaining Team member/customer experience.
• Responsible for regular service operations meetings with the Head of Technology for Core Services, Customers and supply partners to review service performance and understand ongoing and changing service experience.
• Build and maintain strong, trusted relationships with Retail Operations and key stakeholders, ensuring clear communication, alignment on priorities, and effective collaboration to deliver operational and commercial objectives.
• Responsible for identifying, processing and tracking risks that could impact Service Operations, ensuring the ownership of risks and mitigations are owned, communicated and progressed.
• Lead and grow the capabilities of the team and play a leading role in the Service Operations People Plan, working with the HR partner to discuss and respond to feedback from the team through opinion surveys, exit interviews and any other relevant concerns.
• In addition to being a member of the Selfridges Tech Services management team, contribute to the team strategy, playing an active role within the wider Tech Department, supporting the continued development of the Tech Service Strategy.

How you’ll do it…you will be:

• ITIL Accredited (Manager or Expert) in business & service operational management.
• Experienced working in Retail with exposure across the value chain and channels.
• Customer focused, with a background in delivering high quality, customer focussed services in a complex and changing environment.
• A strong problem-solving intellect combined with superb communication skills to exceed stakeholder expectations.
• Detail-oriented self-starter, with a positive attitude, capable of being proactive whilst discovering solutions to problems using both analytical and creative skills.
• Great at translating between the business and technical teams and managing multiple partners and suppliers in the delivery of service.

On top of that, you’ll be someone who:

• Understands what it takes to build a high-performing team and create a great place to work.
• Is resilient and can shine in a high expectation, performance-based environment.
• Is excellent at prioritisation and decision-making.