We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.
By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.
THE ROLE:
This is a customer-focused role within the Application Services team, responsible for the operational support and continual improvement of New Look's Retail, Corporate and Trading application estate. You will play a key role in ensuring business-critical applications remain available, resilient and fit for purpose by investigating complex application issues, restoring service and supporting business operations.
Working across a diverse application landscape — including Oracle Retail (RMS), Enactor Point of Sale (POS), third-party managed services (e.g. Edenred, Worldpay, EV Cargo, CGS), enterprise integration and reporting platforms, and cloud-hosted and SaaS business applications — you will be responsible for investigating application issues, coordinating service restoration, supporting production changes and ensuring services continue to meet business needs.
As New Look continues to modernise parts of its technology estate, you'll also support applications and integrations delivered through cloud platforms and enterprise data services, working with technologies such as Microsoft Azure, enterprise APIs and modern data platforms where relevant.
You'll work closely with the Service Desk, business stakeholders, Project Delivery, Infrastructure, Cyber Security, Data & BI teams and third-party suppliers, ensuring services are transitioned effectively into Business-as-Usual, supplier performance is actively managed, and continual service improvements are delivered to support New Look's technology strategy.
Standard hours are 37.5 per week.
Additional hours and participation in an out-of-hours support rota may be required to fulfil business needs
WHAT YOU’LL BE DOING:
- Provide Application Services support for Retail, Corporate and Trading applications, investigating incidents and service requests escalated by the Service Desk.
- Build an understanding of the business and supported applications to enable the identification and resolution of complex operational issues.
- Investigate and resolve application incidents, coordinating internal technology teams and third-party suppliers where required.
- Provide timely communication to business stakeholders and the Service Desk throughout the incident lifecycle.
- Support Major Incident Management activities by coordinating technical teams, suppliers and business communications to minimise business impact and restore service as quickly as possible.
- Support the transition of new applications, enhancements and projects into Business-as-Usual, ensuring operational readiness, knowledge transfer and support documentation are completed.
- Triage and escalate complex issues to internal technology teams and third-party suppliers where appropriate, ensuring timely resolution and communication throughout the incident lifecycle.
- Monitor application health, integrations, interfaces, scheduled processing and reporting feeds, proactively identifying issues before they impact business operations.
- Investigate application, integration, reporting feed and performance issues, working collaboratively with internal teams and suppliers to identify root cause and implement permanent fixes.
- Support Incident, Problem, Change using the agreed IT Service Management platform (e.g. ServiceNow, Jira).
- Build effective relationships with third-party suppliers, monitoring service performance, coordinating investigations and contributing to regular service review meetings to ensure agreed service levels are achieved.
- Support cloud-hosted and SaaS applications, working with suppliers to maintain service availability, resilience and performance.
- Maintain application support documentation, operational procedures, knowledge articles and service ownership information.
- Identify opportunities to improve application stability, automate repetitive operational activities, strengthen monitoring and observability, and enhance overall service resilience.
- Support business-critical trading events, seasonal activities and new store readiness to ensure technology services remain available during key trading periods.
WHO YOU ARE:
- Experience supporting enterprise business applications within a complex IT environment.
- Experience supporting Retail applications, ideally including Point of Sale solutions such as Enactor, and merchandising/master data platforms such as Oracle Retail (RMS).
- Experience supporting cloud-hosted and SaaS applications and working with third-party managed service providers.
- Good understanding of Incident, Problem, Change and Release Management principles.
- Experience investigating enterprise integrations, APIs, scheduled processing, batch jobs and reporting feeds.
- SQL skills, sufficient to investigate data discrepancies.
- Scripting skills (e.g. PowerShell, SQL, Windows batch scripts) to support monitoring, automation and troubleshooting activities.
- Familiarity with Microsoft Azure, cloud platforms or enterprise integration technologies would be advantageous.
- Exposure to modern data platforms and reporting technologies (e.g. Power BI, Databricks or similar) would be beneficial.
- Experience using IT Service Management tools such as ServiceNow or Jira.
- ITIL Foundation certification or equivalent experience (desirable).
- Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
- Excellent communication and stakeholder management skills, with the ability to work effectively across technical teams, suppliers and business stakeholders.
- A proactive, customer-focused approach with a passion for continual service improvement and operational excellence.
WHATS IN IT FOR YOU:
- 40% staff discount plus friends & family discounts throughout the year
- Access to our reward platform for external discount and offers
- Private pension scheme
- Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
- All employees are covered by our life assurance policy from day one
- Unlock extra leave with our buy more holiday scheme.
- Celebrate YOU! Enjoy an extra paid day off on your birthday each year
- Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service)
- Spread the cost of your commute with interest-free season ticket loans
- Do your bit for the environment and save money with our Cycle2Work scheme
- We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust
Why New Look?
We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.
We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.
Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process
Skills Required
- Experience supporting enterprise business applications in a complex IT environment
- Experience supporting retail applications, ideally Enactor POS and Oracle Retail RMS
- Experience supporting cloud-hosted and SaaS applications and third-party managed service providers
- Understanding of Incident, Problem, Change, and Release Management principles
- Experience investigating integrations, APIs, scheduled processing, batch jobs, and reporting feeds
- SQL skills sufficient to investigate data discrepancies
- Scripting skills such as PowerShell, SQL, or Windows batch scripting
- Familiarity with Microsoft Azure, cloud platforms, or enterprise integration technologies
- Exposure to modern data platforms and reporting technologies such as Power BI or Databricks
- Experience using IT service management tools such as ServiceNow or Jira
- ITIL Foundation certification or equivalent experience
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Proactive, customer-focused approach with commitment to continual service improvement
What We Do
New Look is a UK-based feel-good fashion brand and omnichannel womenswear retailer. It makes style accessible and fun for customers, serving more than 10 million loyal customers through hundreds of UK stores and its online shop. The company operates across physical retail and digital channels, with a leading position in womenswear and a focus on accessible, trend-led clothing for women aged 18 to 44.
