SAP Service Support Lead

Harrods; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Harrods is seeking a SAP Application Service Support Lead to join their IT team. This role focuses on delivering high-quality SAP support services, managing incident resolutions, and ensuring compliance with operational processes. The ideal candidate will have extensive experience with SAP modules and leadership skills, contributing to service improvements and customer satisfaction.

Benefits

Pension

Flexible working

25 days holiday plus your birthday off

Up to 33% discount

Season ticket loan

Qualifications

• Experience in developing and supporting SAP modules such as SD, MM, WM, FI/CO, EWM.
• Previous experience as a team leader or managing a SAP development team is essential.
• Experience in support and project delivery, ideally with ITIL and Prince 2 methodologies.

Responsibilities

• Provide high-level support and resolution of SAP application issues.
• Manage incident resolution to meet SLA requirements.
• Contribute to service process improvements for increased efficiency.

Skills

Interpersonal skills

Communication skills

Flexibility

Adaptability

Independent work

Job description

SAP Service Support Lead

We are seeking a SAP Application Service Support Lead to join our IT team at Harrods. This role involves delivering SAP support services to our business users, ensuring high-quality service and issue resolution.

This position includes on-call duties on a rotational basis and occasional weekend/overnight work.

About the Role

The SAP Application Service Support Lead is responsible for providing high-level support and resolution of SAP application issues raised by business users, ensuring services are delivered within or better than the agreed SLA’s. Customer satisfaction and quality IT service delivery are key focus areas.

You will also:

1. Contribute to service process improvements for increased efficiency and better customer service.
2. Deliver solutions on time, within budget, and to quality standards to ensure customer satisfaction.
3. Manage incident resolution to meet SLA requirements, including monitoring and managing the worklist.
4. Set direction for the team aligned with divisional strategy, translating it into practical goals and objectives.
5. Ensure compliance with operational processes, system maintenance, and regulatory requirements.

About You

The ideal candidate will have experience developing and supporting SAP modules such as SD, MM, WM, FI/CO, EWM, CAR (UDF, MPR), SAP IS-Retail, along with SAP support solutions, implementation, and upgrade experience. Previous experience as a team leader or managing a SAP development team is essential.

You will also possess:

1. Experience in support and project delivery, ideally with ITIL and Prince 2 methodologies.
2. Excellent interpersonal and communication skills.
3. Flexibility and adaptability to changing priorities.
4. Ability to work independently with minimal supervision.

About Us

Harrods is the world’s leading luxury retail emporium, dedicated to creating memorable experiences for our customers and supporting our talented teams. We uphold the highest standards and reward our remarkable staff.

Our Promise to You

Join us to make the impossible possible for our customers and enjoy a supportive environment that fosters your growth. We offer excellent benefits, including a pension, flexible working, 25 days holiday plus your birthday off, up to 33% discount, and a season ticket loan.

Uniquely You

We value diversity and believe the personality and authenticity of our people set us apart. We welcome applications from all backgrounds and experiences, encouraging growth and individual strengths. If you align with our values and possess the skills and experience, we encourage you to apply.

Learn more about our culture by searching #TogetherHarrods on LinkedIn, Facebook, or following @togetherharrods on Instagram.

Additional Information

Time Type: Permanent

Department: IT Data Analytics (Sue Parsons)