Tech Our Way.

Primark Technology has embarked on a transformation journey to support our business strategy which includes modernising our operating model as well as our technology architecture. We will use the latest technologies to do things smarter, better and faster and are looking for an ambitious Client Success Lead who can innovate with our strategy in mind.

Duties & Responsibilities:

Set and drive Service Desk strategy covering engagement, partnering, tooling and automation

Oversee the consolidation of Service Desk activities and consistent performance of strategic partners

Pro-actively seek relevant external insight, trends and innovations to ensure Primark remains best in class.

Maintaining high performance levels for service-related process and implementing improvement activities wherever necessary

Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities

Taking ownership of critical incidents, coordination with resolution parties and establishing effective communication between stakeholders for post-incident reviews

To be a key part of the major incident management response process, ensuring that relevant staff are trained in the process

Monitor and review the working practices to ensure the Service Level Agreements with stakeholders meet their needs within the resources available

Oversee excellent service supporting the services and architecture that are owned by Digital Workplace – EUC

Oversee Regional Client Success Partners to ensure that client needs are met across all Primark geographies.

Responsible for the Vendor, Budget and Relationship Management of Service Desk and End User Compute services

Provide regular and accurate management reporting on Client Success performance

Build strong senior relationships within Shared services and Product Domains

Line-manage, coach, mentor and develop the Client Success Team

Promote technology, values and ways of working within the team and wider software engineering community.

Skills & Experience:

At least 5+ years of experience in the field of service and support, client relationship management or in a related area.

An appropriate degree, equivalent qualification or experience

Proven experience of managing a team of client-facing professionals in retail organisations.

Knowledge of service management design, processes and techniques.

Knowledge of potential sources of risk and their impact on service delivery success.

Strong stakeholder management, experience of building robust relationships with both internal teams and external contacts.

Successful candidates will:

Be a passionate and visionary technologist able to inspire others to challenge and disrupt the current reality to co-create a compelling technology-orientated future business by;

Being able to scan potential technologies (established, emerging and emergent)

Finding ways to translate that into business opportunities

And most importantly of all, able to take people along with you, empowering new ways of working and successfully executing on those opportunities

Why work with us?

At Primark, we know how hard everyone works to achieve our business goals. Having a competitive salary and annual bonus scheme is our way of acknowledging this. We'll also provide you with a progressive career path, because clear advancement is what we’re all about at Primark

Our flexible working benefit, Your Day Your Way, means you get to choose when to start and finish your workday. Choose to work remotely if you like, in a way that suits you but also helps us get the most out of your talents. There’s a lively culture here, and it’s easy to get to know each other in a truly warm atmosphere.