WHAT YOU’LL DO
As a Service Delivery Manager, you are responsible for ensuring effective and cost-efficient service delivery and support of one or multiple H&M services or business processes end-to-end. You oversee that the services/business processes meet expectations with regards to cost, speed, efficiency and quality. You possess comprehensive knowledge and extensive experience in service delivery, along with a solid understanding of related disciplines. In this role, you will manage vendor/internal teams' performance for complex and busine ss critical services, set operational goals from a strategical perspective and collaborate across H&M to enhance service delivery processes, ensuring alignment with H&M objectives. You may also have staff responsibility for several employees within the service delivery area. Note: staff responsibility is not mandatory and will be based on team size and needs.
* Manage vendor relationships for complex and business critical services, ensuring operational standards are met
* Responsible contract owner e.g., commercial modifications, strategic improvements, aligning vendor agreements with H&M Group's vision, goals, strategies, values and processes
* Define, monitor and review performance service KPIs, aligned with industry standards and business objectives
* Drive continuous service improvement initiatives, continuous learning and development activates across the organization
* Maintain involvement in new technologies and platforms and provide direction on what emerging technologies should be integrated and introduced
* Manage multiple stakeholders effectively and coordinate across multiple teams to ensure delivery aligns with broader H&M perspective
* Manage related budget and drive cost optimization initiatives to ensure efficient resource allocation.
WHO YOU’LL WORK WITH
You will collaborate closely with vendors, cross-functional teams, senior leadership, and key stakeholders to ensure service excellence, strategic alignment, and continuous improvement within H&M Group.
WHO YOU ARE
We are looking for people with…
* Applicable working experience or bachelor’s degree in a related technical field
* Experience and in-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
* Experience in managing critical business services in a large, enterprise-grade organization
* Experience in coaching team members in a way that enables them to grow professionally based on specific competence development needs
* Experience of driving continuous improvement initiatives across multiple teams and stakeholders for complex service deliveries
* Knowledge of industry standards and best practices within service delivery
* Understanding of service product lifecycle e.g., development, maintenance, operations
WHO WE ARE
H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions.
We want to liberate fashion for the many, and our customers are at the heart of every decision we make.
We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future.
WHY YOU’LL LOVE WORKING HERE
At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe.
* Staff discount card;
* Meal voucher;
* Transportation allowance;
* Life insurance;
* Dental insurance;
* Health insurance.
JOIN US
Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.
Take the next step in your career together with us. The journey starts here.
*We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter in your application.