SAP CX Operations Manager

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 Harrods is one of the world's most iconic luxury department stores a destination for visionary designers and the most sought‑after brands. Our mission is to make every visit to our Knightsbridge store one of the world's most inspiring shopping experiences. Our Promise to You Help us make the impossible possible for our customers, and we'll do something remarkable for you. Alongside a welcoming environment that inspires your best work, we offer abundant opportunities to grow your career across the many specialisms that make Harrods extraordinary. Uniquely You While our job adverts outline the ideal qualities and experience, we believe in potential, individuality, and growth. If you can demonstrate most of the required skills and the drive to thrive in this role, we encourage you to apply. At Harrods, the personality and authenticity of our people set us apart. We celebrate and welcome applicants from all cultures, backgrounds, tastes, and experiences. What makes you unique makes us exceptional. If you'd like to explore more about our people and culture, search #TogetherHarrods on LinkedIn or Facebook, or follow us on Instagram @togetherharrods . Additional Information: Time Type: Permanent Department: IT Integrations (Thomas Bellamy)