Service Delivery Manager

Company Description
H&M Group is on a journey to meet and exceed our customers' expectations today and tomorrow. Through collaboration, innovation, and technology we challenge ourselves and the industry. To cater to the individual needs and desires of our millions of customers, our tech organization delivers solutions for the entire value chain for all our brands.
We are accelerating digitalization and to stay relevant, we need to ensure we have strong leaders in place to bring our best capabilities, innovation ideas and talented technologists to support the transformation of H&M Group.
Job Description
As a Service Delivery Manager, you should ensure service support delivery of a high level of client service effectively and cost-efficiently. You will be responsible for building and running the Community of Practice for the competence area within your expertise. You enable a strong organizational health by making sure that your employees prioritizes both deliveries as well as own competence development. You will be working closely with other stakeholders to make sure your employees have the right competence and the right resource set up when it comes to both employees and consultants.
Responsibilities:
Leading a team of Service Delivery Specialists
Defining service needs and managing service roadmap
Setting procedures for service workflows
Defining, monitoring and reviewing service KPIs and driving continuous improvement of service KPIs
Defining objectives and inspire team members based on specific competence development needs
Contribute to an outside-in vision for competence development in the area of expertise

Qualifications
7+ years managing a large-scale business critical service
Six sigma black belt certification
ITIL certification
Direct experience managing and responding to Major incidents, Problems
Hands-on experience of testing online/web applications with knowledge of QA best practices
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Formal staff responsibility
Proven experience in building a successful community of practice
Strong interpersonal, collaborative and communication skills

Additional information
If your experience, skills and ambitions are right for this role, please apply with CV in English.


Please do not send applications to individual email address, due to GDPR, we only accept applications through our career page.
We look forward to receiving your application!
H&M Group is committed to creating a diverse & inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age.