Service Delivery Manager

As a Service Delivery Manager, you will be responsible for delivering effective, secure, and cost‑efficient service delivery across one or multiple H&M business processes end‑to‑end. You will ensure that services consistently meet expectations for cost, speed, efficiency, and quality. This role requires comprehensive expertise in service delivery and a solid understanding of related disciplines.

You will be part of the Application Run Services Team within the Application & Support Area working closely with teams across all Business Tech. In this role, you will manage vendor and internal team performance for complex, business‑critical services, set operational goals with a strategic perspective, and drive continuous improvement. Collaboration across H&M is central to the role, ensuring service delivery processes are aligned with organizational objectives and deliver measurable business value.

WHAT YOU’LL DO

• Own the full service lifecycle - from idea to retirement - ensuring services meet evolving business needs

• Ensure long-term value creation by aligning service outcomes with H&M’s strategic goals, delivering cost-efficient, stable, and sustainable operations.

• Define and prioritize service improvements through a structured backlog, driving continuous enhancement and innovation across teams and technologies.

• Monitor service delivery using KPIs; report on service health and delivery outcomes.

• Manage vendor relationships and contracts for critical services, ensuring compliance and performance

• Coordinate cross-functional delivery by collaborating with underpinning products, solutions, functions, and processes to ensure seamless service integration.

• Drive cost optimization and manage budgets effectively to support scalable and efficient resource allocation.

• Ensure compliance with established ways of working, governance frameworks, and service delivery standards.

• Promote transparency by publishing service information and communicating clearly with stakeholders across the organization.

• Lead continuous learning and improvement initiatives to elevate service maturity and organizational capability.

• Stay ahead of emerging technologies, advising on strategic integration opportunities to enhance service performance and innovation.

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

• Knowledge of industry-standard tools (e.g. Service-Now, Confluence, Jira and O365)

• Knowledge of cloud services (IaaS, PaaS, SaaS) is beneficial and supports collaboration with both internal development teams and external vendors

• Experience overseeing vendor and supplier relationships, including contract management and performance follow-up

• 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

• Excellent communication skills, with the ability to engage effectively with stakeholders at all levels

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 ​ 

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here. 

In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.  

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.​