Service Delivery Manager – Predictive & Proactive Operations

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 organisation delivers solutions for the entire value chain for all our brands.


Job Description
We are seeking a dynamic and experienced Service Delivery Manager to drive the delivery of our Predictive & Proactive Operations team and support our efforts in creating an industry leading Autonomous enterprise using predictive technologies, accelerate the adoption of AIOps. You will be part of creating & implementing our strategy towards AI-enhanced monitoring capabilities for business processes, systems, products, and end-user related hardware and software for the H&M Group. This includes continuous analysis of production data and insights to identify areas for major improvements and ensure we have the ambition to proactively address issues to a near zero impact. This role plays a critical role in helping our organization achieve its goal of 99.99% production availability and deliver Efficiency & Effectiveness in our IT Deliveries and expected business outcomes.​
As Service Delivery Manager for the Predictive & Proactive Operations Office, some of your responsibilities will be to:
Accelerate the use of machine learning algorithms and automation to predict, detect and remediate IT operations issues and be responsible for the availability of a fit-for-purpose Predictive, Automated and AI Driven Operations environment


Creation and management of Intelligent Platforms which convert inputs from multiple real-time analytical sources and information into a request for the AIOps to orchestrate the decided course of action and make instantaneous decisions and action to solve the request​

Ensure the continuous development and maintenance of AI-enhanced monitoring capabilities to proactively identify issues and ensure they are resolved before they impact production


Improve the quality and stability of our Production environment by delivering Predictive & Proactive AIOps Use Cases which have a significant, quantifiable, and long-lasting business value.


Apply Pareto Analysis, structure business cases and use cases to ensure the PPO delivers towards the most critical and value adding business areas reducing downtime and positively impacting system performance in production.


Monitor project progress, identify potential risks or issues, and take appropriate actions to mitigate them. Ensure projects are delivered on time, within budget, and meet the defined business value targets.


Identify the key stakeholders and work together with multiple cross-functional and experts, including data scientists, engineers, and analysts, to plan and execute predictive and proactive AIOps projects and use cases.

Ensure a measured reduction of incidents and problems across the organisation by supporting ITSM processes and teams with tools and data to enhance their reactive operations towards predictability


Establish and maintain performance monitoring mechanisms to track the effectiveness and impact of predictive and proactive AIOps use cases.

Work closely within your team and other analysts to continuously monitor and analyse production data to identify areas for improvement.


Formal staff responsibility to lead a team, encouraging a self-driven approach whilst providing guidance, coaching and feedback for improvements across both competence based and personal development areas.


Responsible for tracking monthly spend, creating a strategy to continuously optimize the run cost whilst maintaining the best levels of quality, fit for the business
Stay updated with industry trends and emerging technologies related to predictive and proactive AIOps and incorporate relevant advancements into the team's practices and methodologies.

You have strong understanding and Functional knowledge in
AI, Data processing and machine learning technologies and their application in Tech Operations


ITIL – Advanced, Certification (preferred)


Six Sigma Blackbelt Certification (preferred)
Building scalable data pipelines
Jira and Confluence
Communication - English (spoken and written)



Qualifications
We believe you have strong understanding of AIOps concepts, predictive analytics, and their application within Tech operations. You have knowledge of the tools and technologies used for data analysis, machine learning, and predictive modelling and have experience in driving the development and execution of predictive and proactive technologies, frameworks, and methodologies in the field. You are a competent leader and as a role model for our values you live and put them into action. You are expected to demonstrate excellent cognitive, social, and emotional skills and know how to bring out the same in others. You can commit to directional decisions, take ownership of the whole and collaborate across boundaries. You create trust and dare to lead and communicate in a timely and clear way. In addition to this you have strong understanding and knowledge within the following:
Managing service delivery processes and stakeholder relationships, preferably in a technology or IT operations environment.
3+ years’ experience working across complex areas and with multiple teams and stakeholders, driving others to collaborate and succeed across a Matrix organisation
Ability to combine your highly technical operations knowledge and leadership whilst building effective relationships outside the area of Tech Operations
Understanding of the cost drivers in systems delivery and operations and the commercial consequences of the technical decisions made.
Ability to analyse complex data sets and develop actionable insights to improve systems’ reliability and performance.
4+ years in a senior project management position, demonstrating the ability to manage multiple projects and prioritize many requirements and deadlines simultaneously