IT Service Manager

Edinburgh  |  Head Office

Role Type
Full Time
Salary Overview
Competitive Salary
Competitive Salary
Expiry Date

Looking for something unique?  So are we. Here at Harvey Nichols we are daring to be different at every step and that’s exactly what we are looking for in our future talent. At Harvey Nichols you will be challenged in a supportive and friendly environment whilst inspired to be nothing but the best you can be.

We are looking for an IT Service Manager to own, run and develop key Service Management processes within the Harvey Nichols group. Drive a culture of ownership, accountability and performance in Service Management across the IT Department. Work with peers and the business to achieve excellence in service performance and quality. Assist in the design of appropriate IT services and service descriptions, manage transition of knowledge and service workloads.


What you will be doing

  • Day-to-day management of the IT Service Desk function
  • Management of 3rd party supplied out-of-hours service activities including internal resolver groups
  • Work with peers to develop IT service offerings and align requirements to business need
  • Liaise with key business functions, report on service performance and advise/assist delivering improvements
  • Establish, manage and report on service related SLAs, KPIs and OLAs
  • Own and develop ITSM tooling including adoption and governance
  • Report on problem trends, root cause reduction strategies and operational improvements
  • Own the service catalogue and service requests


Skills and experience you need

  • You have at least 6 years in an IT Management position
  • You will have a ITIL Service Management qualification track
  • You have knowledge and experience with Agile, Scrum, Kanban, Prince2
  • You have two ITSM tool deployments (ServiceNow) preferred

About you

  • You are a relationship builder 
  • You have excellent organisation skills 
  • You are have a passion for customer service excellence 
  • You are a natural communicator at all levels 
  • You have a can-do attitude


About us

Since Harvey Nichols first opened in Knightsbridge in 1831, it has led the way in sourcing the most desirable and cutting-edge designer brands. The ultimate fashion experience, exclusive, niche and established labels sit alongside accessible everyday collections, offering customers the must-have edit for all their wardrobe needs – from every day to extraordinary. We are fearlessly stylish and encourage our customers and team members to be the same


All your hard work, rewarded 

Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

  • A unique Learning and Development programme to support your career with us
  • Unlimited shopping instore and online with discounts ranging from 30 – 60% from the day you start
  • Vouchers or schemes that fit your world from childcare to bike to work
  • Charity day to support your good cause


Where do I sign?

If you are already thinking of what you will wear on your first day then click to apply

The process from here is simple;

One of our specialist recruiters will review your application and if suitable ask you a couple of questions.
If our expectations match you will have phone interview with the Hiring Manager for an informal, competency based interview.
If successful you will then meet the Hiring Manager
Throughout the process you will have access to the recruiter who is on hand to answer any questions you may have.


We look forward to speaking with you.


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