Head Of IT Service Delivery

Head Of It Service Delivery

As the Head of IT Service Delivery, you will be the driving force behind the efficient delivery and continuous improvement of IT services across our global retail operations. You will manage both internal IT teams and external service providers to ensure the stability, availability, and performance of business-critical systems, like SAP, Workday, Supply Chain solutions, E-com and omni-channel platforms and Retail Store solutions, in a fast-paced, customer-centric environment. You will also be responsible for managing a high-performing team of 25 IT professionals spanning multiple domains and locations.

Key Responsibilities:

• Lead end-to-end IT service delivery across retail stores, e-commerce platforms, corporate systems, supply chain solutions and Operational Technology.
• Ensure operational excellence across core platforms such as SAP, Unified Commerce, WMS, OMS, and other backend applications supporting HR, Finance, and Logistics.
• Maintain service quality by overseeing incident, problem, change, and release management.
• Enable and support seamless omni-channel processes, including click-and-collect, real-time inventory visibility, and cross-channel order fulfillment.

Stakeholder Engagement:

• Partner with business leaders across retail, HR, supply chain, Buying & Merchandising and finance to align IT services with strategic goals.
• Act as the escalation point for major service disruptions and proactively manage communication with stakeholders.

Vendor Management:

• Manage service delivery from third-party vendors and technology partners, including those supporting SAP, Workday, and supply chain and ecom platforms.
• Ensure contractual obligations, SLAs, and performance targets are consistently met or exceeded.

Process Improvement:

• Drive continuous improvement initiatives leveraging ITIL and industry best practices.
• Enhance monitoring and automation across platforms to reduce downtime and improve efficiency.
• Collaborate with business teams to optimize end-to-end workflows in Retail, Omni-channel platforms, Supply Chain, HR, and finance systems.

Team & People Management:

• Lead, mentor, and develop a team of 25 IT service professionals, including, application support, and infrastructure roles.
• Foster a collaborative, customer-centric culture with a strong focus on service excellence, accountability, and continuous development.
• Oversee resource planning, performance management, and team training aligned with business and technology needs.

Skills & Qualifications:

• 5+ years of experience in IT service delivery or operations, preferably in a global retail organization.
• Strong experience with enterprise platforms such as SAP (S/4HANA).
• In-depth understanding of ITIL principles; ITIL v4 certification preferred.
• Proven success managing multi-vendor and third-party environments, including remote and offshore teams.
• Strong analytical, problem-solving, and communication skills with the ability to influence senior stakeholders.

What We Offer:

• A dynamic and international work environment within a forward-thinking retail leader.
• An organization that's accelerating in the digital era with the focus on customer centric innovation
• The opportunity to shape and support cutting-edge digital and operational capabilities.
• Competitive compensation and benefits package.

We are NOT looking to work with recruitment agencies. Any unsolicited sharing of CV's will be considered a NO FEE applicant.