FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.
We’re a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.
TECHNOLOGY
We’re on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it. We’re empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.
LONDON
Our office is located in Old Street, London’s tech hub. Our open-plan space is ideal for collaborative working. When you’re not doing what’s never been done, you can enjoy a team lunch on our large outdoor terrace, or join a yoga class in our dedicated studio.
THE TEAM
We make sure that every one of our 7,000+ employees offices globally, whether working from office, home or other location have an inspiring, comfortable and fun environment to work in every day. We provide daily help desk services and support to our employees and work hard to make sure everyone’s life at Farfetch is as enjoyable and effective as it can be. We like to keep things running smoothly across all of our teams and offices, from the small details to big transformational ideas.
THE ROLE
The role will be the UK day to day focus point and owner of Farfetch Group IT Service Delivery and Help desk. Globally the Tech Service Team is the central point of contact for Tech queries from Farfetchers. The team strives to set the standard of behaviour for Farfetcher engagement, playing a key advocacy role, developing and delivering Tech Service Desk that supports Farfetcher needs and informs Tech objectives. In delivering these objectives the UK Tech Service Manager role will lead in the delivery and maintenance of Tech Service for Farfetch in the UK.
WHAT YOU’LL DO
- Deliver & Improve Farfetch UK IT Tech Service Desk as part of the “Follow the Sun” global IT Service & Support organisation
- Organise the UK Tech Service team providing a “Customer First” focus for Office, Home, Studio and Store Support
- Be the champion and focal point for communication linking business and IT needs and policy and process requirements across all stakeholders including the global IT teams
- Be the UK focus for the Tech Service ticket management process between all Corporate IT teams. This will require local and, on occasion global ownership of IT Incident, Request, Problem and Change Management processes
- Manage the issue of laptops and other Tech assets required for new starters and ensure recovery of assets for leavers
- Manage laptop replacement and the full asset lifecycle processed in line with the LTRP plan and hardware policy
- Deliver monitor and review dashboard for global P0 and P1 escalations and regional receipt and handoff;
- Provide VIP Video Conferencing and other AV technology support using the global VC technologies, processes and policies
- Provide local “intelligent hands” for networks and other local technology vendors and providers
- Build Capacity & Resource plan to support projects and local presence actions
WHO YOU ARE
- You have a passion of Service Management and plenty of enthusiasm, self-motivation and the desire to succeed within a busy and progressive technology-driven environment
- You have good communication and a good general IT and IT Service Management knowledge
- Ideally certified to at least ITIL Foundation level or above and / or SIAM (Service Integration & Management) certification
- You will have the ability to work as part of a team as well as being able to solve problems independently;
- You will be able to work to tight deadlines
- Have the ability to apply a positive flexible attitude with an eye for detail
- Have a clear, concise, friendly manner, self-disciplined, work on your own initiative but also have strong team-working skills, both in person and virtual
- Be able to demonstrate accuracy & flexibility
REWARDS AND BENEFITS
- FARFETCH Equity plan and annual discretionary bonus
- Flexible benefits - Private Medical Insurance, Dental Insurance, Gym Memberships, Pension scheme and more
- Critical Illness Insurance and Life Assurance
- Flexible working environment and more!
EQUAL OPPORTUNITIES STATEMENT
- FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.
The role will be the UK day to day focus point and owner of Farfetch Group IT Service Delivery and Help desk. Globally the Tech Service Team is the central point of contact for Tech queries from Farfetchers. The team strives to set the standard of behaviour for Farfetcher engagement, playing a key advocacy role, developing and delivering Tech Service Desk that supports Farfetcher needs and informs Tech objectives. In delivering these objectives the UK Tech Service Manager role will lead in the delivery and maintenance of Tech Service for Farfetch in the UK.
