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.
The successful candidate will bring a strong background in Retail Systems, particularly POS and associated technologies, alongside deep knowledge of IT service management disciplines including incident, request, problem and change management.
You will lead a team of specialist engineers, act as the primary escalation point for service-impacting issues, collaborate closely with internal technology teams and third-party suppliers, and champion best practices to ensure the highest levels of system availability and customer experience.
We are looking for a proactive and motivated leader who is equally comfortable developing people, managing stakeholders, driving service improvements and working alongside the team to resolve complex technical challenges. Your ability to build strong relationships, influence at all levels and foster a culture of continuous improvement will be key to the success of this role
About your role
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
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 is 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.
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)
As many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to serve the needs and aspirations of our customers, to create new stories and bring moments of delight. Whomever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy, and care. #TogetherHarrods
Open since 1834 by Charles Henry Harrod and now owned by Qatar Holding Authority, we are truly unique - a house of maisons, a modern atelier, a workshop of wonders, a convener, patron and celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category.
Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers.
Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story.
