About us

Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally. It has 50 stores in the UK and over 100 in 25 countries around the world. The company is entering a period of sustained growth both through additional stores, expansion of sales on its online channels and through third party partners both in the UK and globally. Celebrating its 30th anniversary the group has over the years built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.

About the role

The IT Support Manager is a key position in the IT department, providing support & management for all of The Dune Group technology systems across our sales channels, from our UK and Ireland Stores and concessions, to our global franchise partners and through our own website www.dunelondon.com as well as our presence on the websites of major retailers in the UK & US. The IT Support Manager will be responsible for ensuring all underpinning technology systems are operational and available to support our colleagues in their roles. To do this the IT Support Manager will lead our IT Support Team of first and second line analysts, ensuring smooth operation of our internal customer facing support function and will use their experience and inter-personal skills to liaise daily with third line support and development teams, suppliers and key internal stakeholders, owning and managing the ongoing relationships and ensuring KPIs and SLAs are defined, measured and reported on in a timely fashion.

The IT Support Manager will be a key input on the continuing implementation and operation of our ISO27001 and ITIL v4 practices as well as our adoption of Artificial Intelligence and Robotic Process Automation, working closely with the Head of IT to spearhead their implementation and continual improvement through emerging technology adoption and process maturation. The IT Support Manager will also be responsible for ensuring our third party partner suppliers are providing a seamless integrated service to The Dune Group by applying SIAM principles and practices as appropriate.

About you

• Be self-motivated and able to set and work to own deadlines.
• Be committed and enthusiastic.
• Be able to prioritise workload and take ownership of issues through to resolution.
• Be able to work accurately under pressure.
• Have very strong customer facing communication skills both verbal and written.
• Have excellent problem-solving skills.

• Be able to work well in a team, but also be capable of working on their own and taking the initiative when needed.
• Be willing and able to build relationships throughout the Business and with third party suppliers.

RESPONSIBILITIES:

• Providing leadership and management to our team of first line IT Support Analysts in London and Leicester.
• Training first line support staff to resolve issues as close to customer contact as possible.
• Ownership of defining and implementing ITIL v4 framework practices.
• Managing internal and external IT changes.
• Defining Service Transition processes with Solution Architects, Developers and Project Managers to ensure timely delivery of new products and services into production
• Creating and delivering a service improvement roadmap for the IT Support Team.
• Ownership of third party relationships with support partners, ensuring delivery of support services are inline with agreed KPIs and SLAs.
• Provide out of hours support when necessary.

EXPERIENCE / SKILLS REQUIRED:

• 3+ years experience in running IT Service Desks in retail organisations
• Practical experience implementing and operating Infosec and IT frameworks, including:
  • ITIL v3/v4
  • ISO270001
  • SIAM
• Experience working with cloud SaaS providers.
• Excellent communication skills, able to adapt communication to audiences at all levels of the organisation.
• Extensive incident and problem management experience.
• Demonstrable experience of implementing ITIL frameworks on ITSM toolsets.
• Excellent understand of working in a 24x7 multichannel retail environment.
• Experience in AI and RPA implementations

Desired 

• Experience with Salesforce Commerce Cloud, ERP systems and Boomi integration layers.
• Project management skills and qualifications (Prince 2, PMP etc).
• Office 365 experience and support.
• Familiar with Citrix application delivery.

Prior experience running desktop and end user services

About the perks

• Blended working – spreading your time across our office and remote working

• Brand new sustainable office in bustling West London (near Westfield)

• Friendly and open culture with flat structures allowing plenty of opportunity for development.

• Company growth and opportunity; Dune is opening new stores and channels and evolving all the time

• Open-minded company, welcoming thoughts and ideas to be shared

• Working with charitable organisations to help raise funds and give something back. Our current charity partner is Mental Health UK.

• 60% employee discount on Dune products – what’s not to love!

• 25 days holiday (plus the bank holidays)

• Cycle2work

• Company pension scheme

• Life assurance for all team members

• We look after our people

• 3.00 p.m. finish every pay day Friday!

• Team socials and drinks – we like to have fun!

• Access to our employee assistance programme, retailTRUST, who provide loads of resources to support with wellbeing and personal development offer free counselling legal advice and financial guidance.

• Our own Wellbeing Allies – there to talk when you need them.

What happens next?

We will take a good look at your application and if we don’t feel we are right for you, we’ll make sure we let you know but sadly we are not able to give tailored feedback.

If we are excited to find out more about you, we will give you a call and arrange to talk.

A few things that might help:

• Research the brand, the role, your interviewer on LinkedIn; browse our website; and visit a store if you can

• Make sure you have plenty of examples to show off all your amazing skills and experience relevant to this role