Harrods
Retail Systems Services Manager
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Retail Systems Services Manager
An exciting opportunity has arisen for a Retail Systems Services Manager to join the Harrods Technology team. Based within our Knightsbridge retail environment, you will lead and inspire the Retail Systems Service (RSS) team, ensuring the delivery of a first-class support service across our retail systems estate, including Point of Sale (POS), payment devices, scales, queue management systems, and digital shelf-edge labels.
As the owner of the Retail Systems service, you will be responsible for ensuring retail systems and associated services are stable, reliable, and fit for purpose, supporting critical business operations across the organisation. This is a highly visible role that combines strategic service leadership with hands-on technical expertise, driving service excellence, continuous improvement, and operational efficiency across the retail technology landscape.
Responsibilities
- Incident Management: Management and resolution of tickets
- Change Management: Log Change tickets for any change and represent Retail Systems in the Change process
- Knowledge Management: Ensure all issues are logged with resolution details, KB articles are authored, reviewed, and published to empower downstream resolution
- Deep-Dive Support: Ensuring that specialist SMEs are accessible to provide the deep-dive analysis
- Request Management: Overview and review of jobs ensuring the right quality of delivery, on time, each time
- Measuring and Reviewing the Service: Ensuring that the Service we provide meets its desired commitments through monitoring, regular reviews, capturing incidents, impacts against our services – driving continuous improvement
- Stakeholder Management: Engage with and effectively manage stakeholders
- Relationship Ownership: Gain and maintain proximity to the Retail Systems Vendors, build a relationship with them that adds value to Harrods
- Service Representation: Representing the Service with honesty and integrity within Harrods IT. Being the face of the service to the Stakeholder
- Service Escalation: During major incidents management of the Stakeholders and engagement with relevant vendors to ensure a quick resolution
- Service Oversight: Review of the incident and Request performance across periods of time. Understanding trends and influencing support team focus and support
- Shift Left: With every repeated incident and request, we should be asking why this can’t be shifted left
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About Us
As the world’s leading luxury emporium, Harrods offers uniquely exciting opportunities. Working days are as varied as the requirements of our customers, and we nurture a supportive environment where your flexibility, resilience, and creativity are recognised and rewarded. The Retail Operations team serves as the front line of support for our colleagues in the Retail teams, playing a key role in ensuring we are delivering a seamless experience to our customers.
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Our Promise to You
At Harrods, you’ll find strong department support and a clear path for progression and personal development. If you are looking for a career in retail, we offer excellent opportunities to widen your experience across our business areas.
Our benefits package includes up to 33% in-store discount (50% for work wear), 25 days’ annual leave, additional birthday off, season ticket loan, full access to our corporate health service, and corporate discount for gym membership, restaurants, hotels, and more.
Uniquely You
At Harrods, we believe anything is possible. 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 Instagram.
Additional Information
- Time Type: Permanent
- Department: IT Retail Systems Delivery (Paul Reid)
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