Service Delivery Specialist
Core
Oversee day-to-day operations of the application-focused Command Centre, ensuring stable and efficient service delivery across H&M Group's technology landscape.
Role type
Senior Service Delivery Specialist (Command Centre Lead)
Builds
Stable and efficient technology services supporting H&M Group's fashion operations
Domain
Retail / IT Operations / Service Management
Required skills
Incident management, Major incident leadership, L1/L2 application support, Service Level Indicators (SLIs) management, Cross-functional coordination, Operational excellence, Monitoring and observability, Stakeholder management
Preferred skills
Coaching and mentoring, Continuous improvement initiatives, Calm decision-making under pressure, Global environment adaptability
Technologies
Incident management tools, Monitoring tools, Observability platforms
Responsibilities
Lead daily Command Centre operations and application support activities, Act as primary operational lead during Major/P1 incidents, Coordinate cross-functional teams to resolve incidents efficiently, Monitor service health and identify opportunities for continuous improvement, Collaborate with Product, SRE/ASE, and Engineering teams to enhance operational stability
Seniority
Senior, hands-on IC with leadership responsibilities
