Technology Service Lead (HO0344)


Technology Service Lead

  • Location:
    Swindon Office
  • Business Area:
    Technology (IT)
  • Department:
    Business Technology

Job title:  Technology Services Lead

The role:

To lead and grow the successful delivery of all technology services for House of Fraser. Managing outsource IT service providers, key suppliers and the in house service team: ensure excellence and service stability is achieved and measured, promoting the image of Business Technology service within the business and driving continuous improvement.

Key accountabilities and decision ownership:

  • Accountable for the overall operation of all technology in House of Fraser
  • Custodian of the HoF Service Model including all processes based on industry best practice and the unique needs of HoF
  • Accountable for reporting IT services against business aligned KPI’s
  • Manage relationships with third party suppliers to ensure that agreed SLA's/OLAs are met. Lead key IT service suppliers in a culture as one HoF IT team
  • Manage and improve the performance of the HoF Business Technology Service team which includes Service Delivery Managers, Retail Support Engineers, Desktop Support Engineers
  • Ensure the successful transition of new and changed technologies into the live estate in line with HoF processes
  • Accountable for Service Improvement Plans (SIPs) instilling a culture of continuous Improvement
  • Accountability for all change released into the HoF technology estate, ensuring stability for the business
  • In conjunction with Finance assist the Director of Business Technology in managing OPEX budgets
  • In conjunction with the procurement department participate in tenders for solutions to obtain value for money and top service
  • Incorporate any technology commissioned around the business into Business Technology Service
  • Participate in projects or carry out any other duties that may be outside the standard remit that will benefit the company
  • Assist with the management of building services at Swindon as required
  • Provide out of hours cover on a rota basis for Priority 1 service affecting issues, advising and escalating issues to stakeholders as appropriate
  • Residence permitting; act as key holder for the SSCIT building

Skills, know-how and experience:

Must have:

  • Proven experience of end to end service delivery accountability, and experience of partnering with third party service providers
  • Experience of working with or managing large third party service providers
  • Solid experience leading and developing successful teams
  • Commercially minded with the ability to manage and influence people/teams that do not report into the role 
  • Excellent interpersonal skills and experience in relationship management with customers, suppliers and staff at all levels to support in the delivery of service, systems and process change
  • The ability to manage and co-ordinate complex environments with multiple parties
  • Ability to work both independently and as a team player, maintaining self-motivation at all times 
  • Understanding of commercial contract requirements and obligations 
  • Ability to deal with problems that arise and manage through to resolution
  • Available, dependable, responsive and committed to your customer 
  • Experience working in large customer facing organisations with multiple locations
  • Experience operating in mature, ITIL based environments
  • Achievement of Practitioner, Service Capability or Lifecycle modules, Managers Certificate or Expert accreditation would be advantageous 

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Swindon Office
The Fraser Centre, Faraday Road, Swindon, United Kingdom, SN3 5HS
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