Service Delivery Manager

Individual Contributor Responsibilities

• Assess service needs and support the realization of the service roadmap.

• Oversee and improve procedures for service processes/workflows e.g., who/what/when/how.

• Monitor and review service deliveries and drive related continuous improvement initiatives.

• Act as the market point of contact and manage stakeholders for Support Services Deliveries.

• Manage and support delivery of market specific vendors and globally procured contracts suppliers, MTPs, procured solutions in alignment with H&M policies

• Support market specific procurement

• Manage invoices and follow up

• Ensure change management activities and coordinate and communicate relevant information with involved parties

Manager Responsibilities

• Lead a team of Service Delivery Specialists and/or Location Support Specialists

• Support your employees' development through setting objectives based on specific competence and development needs

• Bachelor's degree within Computer Science or equally gained experience

• 2+ year experience in ITSM

• Leadership experience within relevant field

• Advanced English

• Experience in the following areas;

  • Stakeholder management, strategic planning and ITIL

  • Coaching team members to enable them to grow professionally based on competence development needs