Ben Holmes

IT Service Delivery Manager @Harrods

Hammersmith, GB

Manage and improve key ITIL processes including Major Incident, Problem, Change, and Release Management- Act as the main link between IT and business stakeholders—from C-suite to shop floor—translating technical language into business terms- Lead major incidents and war rooms, ensuring clear communication to protect operations and brand reputation- Oversee Service Design & Transition and Early Life Support, including for major projects like the launch of the new Harrods website- Build strong relationships with internal teams and external partners, promoting a culture of excellent customer service- Work closely with third-party vendors to ensure SLAs are met and service quality remains high- Provide regular reporting on service performance and project impacts- Drive continuous improvement, process efficiency, and risk reduction across IT services- Support and mentor team members, encouraging collaboration and a service-first mindset.ACHIEVEMENT:Delivered the re-platforming of the brand website in a timeframe of 6 months compared to estimated 18 months with a record number of low high priority incidents, commended by the CIO and Chief Digital Officer

PDS Solutions

Level 4 Diploma, Information Technology