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.
Benefits
- 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
- corporate discount for gym membership
- restaurants, hotels and more
We Celebrate Diversity
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.
Additional Information
- Time Type: Permanent
- Department: IT Retail Systems Delivery (Paul Reid)
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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