We have an exciting and career‑defining opportunity for an SAP CX Operations Manager to join our innovative IT team here at Harrods. As our SAP CX Operations Manager, you’ll lead the powerhouse team responsible for delivering exceptional support and seamless service across all production and non‑production application environments within the SVC estate.
About the Role
The SAP CX Operations Manager will be the guardian of operational stability, reliability, resilience, and integrity across our SVC systems — continuously elevating fault tolerance, recovery capability, and business continuity. You’ll champion a culture of continuous improvement, driving forward Customer Loyalty and ensuring every Harrods Internal Customer enjoys an outstanding experience.
Job Responsibilities
- Lead the SAP CX Operations Team as they deliver platform configuration and development changes through our agile delivery cycle
- Build and nurture strong relationships with Harrods business operations and compliance managers, shaping the operations community of practice, aligning SLAs/KPIs, sharing priorities, and collaborating to enhance performance
- Use insight and analysis to uncover potential issues across the end‑to‑end customer loyalty and relationship journeys, identifying opportunities for improvement
- Support the Product Owner and Platform Lead to ensure operational impact and customer experience are central to all new feature designs and SVC platform releases
- Monitor operational performance and system integrity across all CX platform components, responding swiftly and intelligently to alerts and incidents
About You
You’re someone who thrives on precision, pace, and purpose. Your attention to detail ensures a robust, reliable service for our customers and business, while your calm, forward‑thinking approach helps you balance day‑to‑day operations with strategic vision.
It is important that you have the following:
- Understanding and experience working with SAP solutions and platforms
- Strong organisational skills to manage multiple projects and meet demanding deadlines
- Excellent time management, interpersonal, and communication skills both written and verbal
- Proven experience leading teams, with strong leadership capability
- Familiarity with agile methodologies such as Scrum and Kanban, and experience working with managed backlogs using tools like Azure DevOps or Jira
Additional Information
- Time Type: Permanent
- Department: IT Integrations (Thomas Bellamy)
