Service Delivery Manager, Retail

4 weeks ago

København Ø, Denmark Flying Tiger Copenhagen Full time

Are you a qualified Service Delivery professional with great stakeholder management skills looking for your next challenge? If this sounds like you, we want to get to know you

We are seeking a Service Delivery Manager (SDM) that will be responsible for ensuring the Technology services meet business needs and perform to expected service levels across Retail and Customer & Digital (E-com & Marketing). We operate across 28 countries and support over 900 stores.

About the role

You’ll be in charge of the operational management and improvement of core service management processes, particularly major incident, problem management, incident management and release & deployment processes. You’ll be responsible for the delivery, support and operational performance of services within the business verticals. In this role, you’ll ensure reliability, procedural integrity, and efficiencies driving a continual service improvement culture across the Technology department.

Based in our HQ in Copenhagen and reporting to the operability lead, you will work in close collaboration with the project managers, service owners and functional support teams to continually drive improvements, service reliability, performance and cost efficiencies.

As Service Delivery Manager, Retail & E-commerce in FTC (Flying Tiger Copenhagen) you will need to ensure you are to represent the interest of the business within FTC Technology, working with Platform teams (Service Management, Application Delivery, Data & Analytics, Integration, Security, Infrastructure, etc.) to execute on the service strategy and engagement model.

Main responsibilities

Stakeholder management

  • Taking overall responsibility for stakeholder engagement within our Retail and Customer & Digital verticals when it comes to Service Delivery.
  • Securing engagement with the right stakeholders at a regular and frequent time to ensure that alignment of priority, status and actions are addressed and handled.
  • Ensuring agreed upon objectives are aligned to business strategy, planned, and delivered.
  • Continuous assessment of customer feedback and make necessary improvements.

Global Service Delivery

  • Following trends for IT Performance via our ITSM system (ServiceNow) and helping to identify areas of service improvement.
  • Holding a dialogue with Platform Teams within FTC Tech and with external service providers on specific performance initiatives.
  • Coordinating and overseeing root cause analysis efforts together with problem management and service owners.
  • Recommending long-term solutions and risk reduction plans.
  • Participating in governance meetings with vendors and internal service owners.
  • Driving significant improvements in service standards, fostering a culture of ownership and accountability, promoting better ways of working and clearer, more effective processes.
  • Cross-functional interaction with internal and external peers and managers to exchange complex information related to areas of specialization.
  • Collaborating with other parts of the technology team to create a comprehensive service transition process and in general support process improvement initiatives.

Escalation Management

  • Acting as an escalation point for the business and thus taking responsibility for close follow up and communication on the specific issues.
  • Coordinating with platform teams and external vendors to ensure identification of areas of improvements and communicate priorities back to the business.

About You

With your collaborative approach, you’re able to manage and influence stakeholders and gain an understanding of business and operational environments. You have strong experience or a certification within ITIL and in-depth service design skills, as well as functional experience of managing Major Incidents, Problems and Releases. You’ll have previous experience in designing and managing the transition of services and working with 3rd Party suppliers.

You are an innovative thinker; able to turn customer service requirements into viable solutions and capable of taking leadership and inspire others. You have strong knowledge about Project Management, Development & Configuration lifecycles. You’re a highly motivated self-starter, with fluent communication with stakeholders across all levels of the organization.

We expect that you hold a relevant degree, minimum at bachelor level or 10 years of practical experience within Service Delivery Management or similar roles.

Furthermore, you have corresponding experience from large scale international organizations, which has provided you with most of the following skills:

  • Working in a 24 x 7 high availability environment with strong customer and result orientation
  • Operational senior management experience in a complex multi-supplier environment.
  • Experience with vendor and outsourcing management
  • Proven track record of supporting and enabling key transformation programmes to establish Technology Services/Operations/Processes supporting various business functions
  • Structured knowledge of governance, compliance, best practice across Technology, applications and services
  • Strong background of leading change, transformation and continuous improvement across Technology Services
  • Strong global management capabilities and distance management experience

This is us

At Flying Tiger Copenhagen, we believe in a fun and dynamic workplace where we put our heart into everything we do. We offer flexibility, international exposure, and a social and informal work environment with plenty of opportunities to connect with colleagues socially and professionally. You'll also be part of an international work environment founded in Scandinavian culture.

We value our employees and offer a range of benefits to ensure their happiness and well-being.

Flying Tiger Copenhagen offers:

  • Probably the best location - in the heart of Copenhagen
  • Relocation support for you and your family
  • Attractive pension plan
  • Private health insurance - also including children
  • Flexibility with the opportunity of working from home
  • Special discounts in our own Flying Tiger Shops
  • Fun, dynamic, and international work environment founded in Scandinavian culture
  • Delicious restaurant food in our own canteen everyday – including cake on Thursdays
  • A social and informal workplace with parties, Friday bars, staff club etc.
  • Celebration and many other occasions to eat cake
  • And much more…

Did you know

We take climate change very seriously and work very hard to minimize our carbon footprint. We do this by buying less plastic and more renewable materials (everything which grows) – and we also want to make sure that all stores are run on renewable energy. We walk the talk – and make sure that what we do is validated by external experts, in the Science Based Targets initiative. You can read more about our work with climate action here

Department: Strandgade 71-73, Copenhagen K

Lokation: Denmark HQ

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