Support and Operations Manager

About Habitat

Since 1964, Habitat has been challenging the way people style and shop for their homes.

We’re an iconic homeware and furniture retailer that’s going through exciting times. Our priority is a growing on line business that currently accounts for over 60% of the P&L plus two long-standing London flagship stores, a Leeds showroom and a network of smaller customer touch-points throughout the UK including Sainsbury’s and Argos.

For over 50 years Habitat has created good design that’s useful, distinctive and just a little witty. We recognise that today there are more brands than ever selling furniture, but we’re strong in our conviction that we’re true originals, because almost every piece in our collection is designed by us.

Overall Purpose;

As a Support & Operations Manager spanning IT & Ecommerce (Microsoft AX & Magento), you will own the strategy for service delivery, and operate in collaboration with our key service partners to ensure that it is realised with quality, consistency and integrity.

The role covers a broad spectrum of activity, including elements of; service management, incident management, problem management, continual service improvement, Disaster Recovery (DR), Business Continuity (BCP), and vendor relationship management.

The successful candidate will be a self-starter with all-round service management experience and a demonstrable ability to manage and operate in a complex and ever-changing landscape. Able to easily build relationships and quick to appreciate how IT is used by the business, you can communicate clearly and think-on-your-feet.

Responsibilities:

Maintain and communicate an overall view of key operational and systems support activities to keep the business operating effectively, reviewing service levels, operational agreements and other performance metrics with service partners (including Maginus for Microsoft Dynamics AX and Salmon for Magento) taking responsibility for ensuring that remediation plans are agreed and implemented to address any failures;

Engage in the resolution of major incidents to ensure senior business stakeholders are properly informed and that subsequent root cause analysis is completed in a timely manner, lessons are learnt, and actions arising are followed through and completed with service partners and business stakeholders, as appropriate;

Engage with key stakeholders to ensure key service metrics are properly defined and understood and are used effectively to drive IT service availability and continuous improvement, focused on minimising service disruption and driving improved colleague and customer satisfaction with the IT services provided;

Engage with service partners to triage, prioritise and escalate incident resolution and problem management activities, and the subsequent scheduling, communication and implementation of any necessary IT changes;

Operate and manage a small team to support triage and incident resolution, including the ‘Joiners, Movers and Leavers’ process across the Habitat business to ensure user access is provided to, and subsequently removed from, key systems and services in accordance with Group Cyber Security and Data Governance policies. This should ensure too that the business processes that rely on IT are compliant with the laws, regulations and contractual requirements in place;

Engage with product owners and other key stakeholders to provide input into the service strategy and design of IT enhancements and the VV&T (verification, validation & testing) and delivery of new IT services, to ensure that effective monitoring and alerting is in place to support the IT service levels agreed, and that service partners understand and provision the infrastructure required to support the agreed system capacity and performance requirements;

Manage the deployment of patches and development releases in AX and Magento, liaising with business stakeholders, 3rd party suppliers and the test manager to ensure smooth and effective delivery.

Operate and manage a small team of internal Magento development resources focused on small BAU changes and SEO (Search Engine Optimisation) related activity;

Engage with key service partners and manage the IT service relationship to ensure that regular IT service reviews are carried out and are focused on maintaining and improving the quality of the IT services provided to customers and colleagues across the business.

Personal Attributes:

Expert level IT ERP (Enterprise Resource Planning) and web services systems knowledge

Logical and thorough approach – able to triage and prioritise effectively and highly competent using MS-Office and similar tools to support management, reporting and collaboration

Calm under pressure and an effective decision maker – takes responsibility and acts quickly

Good communicator – able to translate technical information effectively to make it meaningful to the business

Excellent leadership and people management skills – with a strong appreciation of performance management and getting the best out of people

Strong supplier management/ stakeholder management skills

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