SAP Service Support Lead

Retail Human Resources plc; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading luxury retail emporium in London seeks an SAP Application Service Support Lead to enhance the delivery of SAP support services across the business. The successful candidate will ensure high service quality and customer satisfaction, driving incident management and process improvements. This role combines technical SAP experience with leadership skills, and offers a fantastic benefits package, including flexible working and significant employee discounts.

Benefits

Company pension

Flexible working

25 days' holiday

Your birthday off

Up to 33% in-store discount

Season ticket loan

Qualifications

• Experience in developing and supporting SAP applications.
• Previous experience as a Team Leader managing an SAP team.
• Experience in both support and project delivery.

Responsibilities

• Deliver SAP support services and resolve application issues.
• Contribute to service process improvement and maintain SLAs.
• Monitor and manage incidents effectively.

Skills

Interpersonal skills

Communication skills

Flexibility

Education

Experience with SAP modules (SD, MM, WM, FI/CO, EWM, CAR)

Team leadership experience

ITIL and Prince 2 certification

Job description

We are looking for a SAP Application Service Support Lead to join our IT team here at Harrods. You will be responsible for the delivery of SAP support services to the Harrods business for SAP application users.

This role includes on-call which will be done on rotation and occasional weekend/overnight work

About the Role

The SAP Application Service Support Lead is accountable for the high level service and resolution of SAP application issues raised by the business users, ensuring services are delivered within the agreed SLA’s or better. The role is focused on the customer satisfaction and delivering a good IT service

You will also;

Contribute to service process improvement to obtain efficiencies and better service to our customers
Deliver service/solutions on time, on budget to agreed quality criteria, to gain customer satisfaction
Ownership of the incident management, to meet the required SLA’s – monitoring and managing the worklist
Establish direction for the team based on divisional strategy. Translate into practical goals and objectives for each member of the team
Comply with agreed operational process, system maintenance and any regulatory requirements

About You

The ideal candidate will have previous experience in developing and supporting SAP modules: SD, MM, WM, FI/CO, EWM, CAR (UDF, MPR), SAP IS-Retail, as well as SAP support solutions and implementation & upgrade experience. It is important that you have previous experience as Team leader or has managed a SAP development team.

You will also have the following;

Experience in both support and project delivery (ITIL, Prince 2)
Excellent interpersonal and communication skills
Flexibility and readiness to adapt to changing priorities
Ability to perform duties effectively with minimum supervision and guidance

About Us

As the world’s leading luxury retail emporium, we craft magic, memorable experiences for our customers and support our talented teams to become the best ambassadors for our global brand. We set the highest standards and reward the remarkable people who help us maintain them

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

In return you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. 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.

While our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you do not meet every desired criteria but feel you have the skills and experience to thrive in this role coupled with an alignment with our values, we would encourage you to apply.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods

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