John Lewis plc

John Lewis plc in Chelmsford is seeking a Technical Support Partner. In this role, you will be the first point of contact for customers needing assistance with electrical products. You will provide exceptional customer service by diagnosing issues, keeping customers updated on repairs, and troubleshooting technical problems. This position offers a salary range of £28,400 to £34,400 annually and requires varied part-time hours, including evenings and weekends. If you have technical support experience and strong communication skills, we want to hear from you!

About the Role As Product and Operations Lead - ServiceNow you will lead the development and operational maintenance of the ServiceNow environment for the Partnership, focusing on ITSM and CMDB. You will define and own the multi year ServiceNow roadmap, align platform capabilities with organisational goals, drive automation and integration initiatives, and ensure efficient, reliable delivery through our offshore 3rd party infrastructure partner. Key Responsibilities Strategic Vision & Roadmap: Define and own the multi year ServiceNow roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives. Stakeholder & Governance Leadership: Establish and chair governance boards; lead engagement with senior directors to translate complex needs into deliverable requirements. Commercial & Vendor Management: Oversee licensing strategy, manage vendor relationships, and lead procurement activities including creation of Statements of Work (SOWs). Platform Development: Keep abreast of ServiceNow product development, understand applicability to the Partnership, and network with other ServiceNow customers for best practice. Platform Advocacy: Champion the platform across the business, identify opportunities for workflow automation and integrations with platforms such as Jira, Confluence, Slack, Salesforce, and drive adoption of new features beyond ITSM Pro. Set clear intent, direction and guardrails to achieve outcomes aligned with the Partnership and business area strategy. Empower and support the offshore third party team to make decisions and resolve challenges in line with the strategy. Co owner role: actively share ownership responsibilities and support partners and colleagues to have a voice in the business. Invest in personal and professional development through available learning opportunities. Engage with the function, supporting the lead to continuously develop and improve it. Implement architectural and business commerce strategy to maximise the benefit and use of ServiceNow. Mitigate business risk while protecting throughput and business value. Assure operability delivery of ServiceNow, own ways of working in capabilities and encourage safe experimentation in build & run. Ensure services meet business need and manage major incidents as point of escalation. Ensure all teams / services have clear OKRs. Measure service(s) throughput and value released to ensure business impact. Optimize cost of delivery by effectively using partners and third parties, finding and removing waste in the process. Fights for balance of sensible prioritisation to remove technical debt and close services, applications and infrastructure safely. Qualifications Experience: 8-10+ years in product management or enterprise platform ownership, with significant exposure to the ServiceNow ecosystem, particularly ITSM and CMDB. Technical Certifications: Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in modules such as ITSM, CMDB, ITOM and CSDM. Leadership: Proven ability to manage multidisciplinary teams in a matrix environment. Business Literacy: Strong financial acumen, including budget ownership, ROI assessment and benefit realisation planning. Core Skills: Effective stakeholder management and influencing skills. 10+ years of transforming business processes with defined business impact. Strong integrity and personal accountability under pressure. Outcome focused planning and execution. Other Information Salary: up to £75,000 expected; final pay range £62,900 - £115,000 per annum. Contract type: Permanent. Working pattern / flexible working: Hybrid - a mix of office and home based on personal needs. Location: Bracknell Head Office campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA. Hours of work: 35 hours per week. Job level: Partnership Level 6. Closing date: July 1, 2026.

John Lewis plc is seeking a Product and Operations Lead - ServiceNow to spearhead the development and operational maintenance of their ServiceNow environment. This pivotal role emphasizes ITSM and CMDB integration while driving automation initiatives. The successful applicant will have 8-10+ years of experience in product management, particularly within the ServiceNow ecosystem. The position offers a salary of up to £75,000, with a hybrid working pattern to accommodate personal needs.

Overview As a Technical Support Partner, you'll be the first point of contact in delivering technical expertise to our customers on electrical products sold at JohnLewis and help resolve their technical related queries with the distinctive service we're known for. You'll diagnose and troubleshoot product related issues and, if required, liaise with repairers and suppliers to ensure problems are resolved quickly for our customers. In addition to your contractual pay, any time worked between 22:00 and 06:00 will attract a Night Premium of £4.25 per hour. This applies to existing Partners who have enrolled onto Enhanced Hours Premium arrangements. Key Responsibilities Offering exceptional customer service by showing empathy with the customer's product related issue. Keeping the customer up to date with product repairs. Adhering to the business systems and processes to minimise loss and protect profitability. Troubleshooting technical issues as a first point of resolution where possible. Supporting the wider shop team with general shop keeping tasks and customer service. Essential Skills / Experience Good communication skills to engage with third party suppliers and internal stakeholders. High level of product knowledge and expertise. Technical support experience. Desirable Skills / Experience Experience in a customer facing retail environment. Ability to troubleshoot product related issues. Job Details Pay: £28,400.00 - £34,400.00 per year. Contract Type: Permanent. Hours of Work: Varied part time 27 hours per week, across seven days to include early starts, late finishes, evenings and weekends. 3 week rota, working 3 out of 4 weekends. Job Level: Partnership Level9. Location: Chelmsford (JohnLewis& Partners), 50 Bond Street, Chelmsford, Essex, CM11GH. Closing Date: 22June2026.