Service Delivery Specialist

WHAT YOU'LL DO

As a Service Delivery Specialist, in the Business Tech function, you will ensure effective and cost-efficient service delivery and service support delivery of H&M Support Services end-to-end.

This hybrid role reports into our Market Business Tech Operations Manager and is based out of the New York Support Office.

A Day in the Life

Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*

• Ensure effective and cost-efficient service delivery and service support delivery of H&M Support Services end-to-end
• Responsible for following and implementing Support Services' vision, guiding principles, and ways of working (ITSM processes, tools, KPIs, roadmap, etc.)
• Assess service needs and support realization of 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
• Be the local point of contact and provide management of local stakeholders for Support Services deliveries
• Manage and support delivery of vendors and globally procured contracts (suppliers, MTPs, locally procured software, etc.) where needed

WHO YOU ARE

We are looking for people with...

• Relevant experience and/or formal education such as bachelors degree
• 4+ years of experience in IT services/operations
• Experience in delivering services with ITIL principles
• Experience in managing business-critical IT services in a large enterprise-grade organization
• Experience managing and responding to major incidents and escalations
• Experience documenting test plans, test cases and test execution
• Experience in structuring and operating service- and change governance (e.g. approval boards)
• Stakeholder management and compliance
• Strategic Planning, Execution and Alignment
• Service Delivery & Service Level Management
• Process Management (ITIL processes)
• Continuous Service Improvement
• Change Management & Organizational Transformation
• Test/ Quality management
• Agile Methodology (e.g., SAFe, Scrum, Kanban)
• Problem Solving
• Teamwork and Collaboration
• Clear communication
• Inclusive, positive, open to feedback, willing to multitask and learn on the job

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.

Compensation: salary range is $86,804 - $97,655 annually**

*This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company's discretion.

**H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.