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

  • Assistant Quantitative Risk Analyst, Retail PD

    7 days ago

    København, Denmark Nordea Danmark, Filial af Nordea Bank Abp, Finland Full time

    Job ID: 23963  Would you enjoy working with data and statistical models in practice and add a real business value for Nordea? Then this opportunity is for you. The role combines advanced modelling, practical implementation of the models in our IT infrastructure and a sound understanding of retail banking. You need to enjoy working with large datasets,...

  • Online Key Account Manager

    4 days ago

    København, Denmark Samsøe & Samsøe Whole Sale ApS Full time

    Samsøe Samsøe is looking for a Key Account Manager with online retail experience. In the position as Online Key Account Manager, you are responsible for the development of customers like Zalando, SSENSE, NAP China, Ounass or Answear instead and About You. The purpose for the Online Key Account Manager is to drive the commercial strategy and decisions...

  • Service Delivery Technical Assistants NEA

    1 week ago

    København, Denmark Lloyd's Register Emea Full time

    Job ID:39477    Service Delivery Technical Assistants NEA  Lloyd’s RegisterLocation: Copenhagen, DenmarkTenure: 6 Months Fixed Term Contract  What we’re looking for We are seeking candidates to provide high level administrative support against defined procedures, with autonomy over workload to meet business needs. To undertakes a wide range of...

  • Principal Sales Executive, AWS Professional Services

    5 days ago

    København, Denmark AWS EMEA SARL (Denmark Branch) - G83 Full time

    AWS Global Sales (AGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners...

  • Retail Operations Specialist, IMEA

    6 days ago

    København, Denmark Zebra AS Full time

    Is retail operations your passion? Are you interested in joining a growing franchise business? Do you thrive in a fast-paced retail environment?   Was YES, your immediate answer to the questions above, then we are very happy to let you know that we are looking for a colleague to join our franchise team supporting the IMEA region (India, Middle East,...

  • Retail Operations Specialist, APAC

    3 days ago

    København, Denmark Zebra AS Full time

    Are you interested in joining a growing franchise business? Are you an expert within the field of retail operations and training? Do you thrive in a fast-paced retail environment? Was YES, your immediate answer to the questions above, then we are very happy to let you know that we are looking for a colleague to join our newly established...

  • Logistics Management Services Manager, Supply Chain Management Unit

    1 week ago

    København, Denmark United Nations Population Fund Full time

    The Position: The Logistics Management Services Manager position is located in the Logistics Management Services (LMS) Team within Pillar 2 – Supply Operations in the Supply Chain Management Unit (SCMU). The position reports directly to the Head of Pillar 2 - Supply Operations Advisor. The Logistics Management Services Manager will work closely...

  • Head of Retail Space Planning

    3 days ago

    København, Denmark Zebra AS Full time

    Do you have exceptional space planning analytics skills coupled with a strong desire to deliver business strategy by optimizing store layout, utilizing space to drive sales, and enhancing the customer shopping experience? Your next job might be at Flying Tiger Copenhagen, one of the world's most successful – and definitely most fun – retailers. We...

  • Account Executive

    2 weeks ago

    København, Denmark NCR Corporation Full time

    About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction...

  • Support Service Specialist

    2 weeks ago

    København, Denmark United Nations Population Fund Full time

    The Position: The Head of Pillar 4 - Support Services position is located in the UNFPA Supply Chain Management Unit (SCMU). The position reports directly to the Chief, SCMU. The Head of Pillar 4 - Support Services will work closely with other SCMU colleagues, other HQ Business Units, the Regional Offices and the Country Offices and with a number of...

  • Key Account Manager til Retail Media Marketing · Kongens Nytorv

    2 weeks ago

    København K, Denmark Magasin.dk Full time

    Hej, jeg er Head of Magasin Retail Media. Jeg søger en kollega til vores helt nye team. Du vil som Key Account Manager (KAM) i Retail Media være ansvarlig for salg og udvikling af Magasins marketing medier. Du vil være med til at skabe en ambitiøs vækststrategi for Magasin Retail Media, som er et helt nyt og ambitiøst forretningsben i Magasin. Teamets...

  • Key Account Manager til Retail Media Marketing · Kongens Nytorv

    2 weeks ago

    København K, Denmark Magasin Full time

    Hej, jeg er Head of Magasin Retail Media. Jeg søger en kollega til vores helt nye team. Du vil som Key Account Manager (KAM) i Retail Media være ansvarlig for salg og udvikling af Magasins marketing medier. Du vil være med til at skabe en ambitiøs vækststrategi for Magasin Retail Media, som er et helt nyt og ambitiøst forretningsben i Magasin. Teamets...

  • Supply Chain Services Associate, Supply Chain Management Unit

    2 weeks ago

    København, Denmark United Nations Population Fund Full time

    The Position: The Supply Chain Services Associate is located in the Third-Party Procurement Services (TPP) Team externally known as Supply Chain Solutions Team within Pillar 1 – Resilience and Capacity Development in the UNFPA Supply Chain Management Unit (SCMU). The position reports directly to the Supply Chain Services & Relations Analyst (Team...

  • Key Account Manager

    6 days ago

    København K, Denmark Red Bull Danmark Full time

    Copenhagen, DanmarkRed Bull Danmark søger en ambitiøs, kundefokuseret og kommercielt drevet Key Account Manager. Red Bull er en af de hurtigst voksende FMCG-virksomheder globalt og lokalt. Vores mål i Danmark er at accelerere denne vækst yderligere i de kommende år - og her har vi brug for dig i teamet!Du vil stå for udvikling, implementering og...

  • Senior Manager, Value Creation Services, Copenhagen

    3 days ago

    København C, Denmark Deloitte Full time

    Company DescriptionWith more than 3000 employees Deloitte is the largest audit and consultancy firm in Denmark. We tailor solutions across Audit, Tax, Financial Advisory Services, Enterprise Risk Services, and Consulting.About the teamValue Creation Services (VCS) is a hands-on, delivery focused performance improvement team. We support Private Equity backed...

  • Manager, Commercial Team

    2 weeks ago

    København Ø, Denmark Copenhagen Offshore Partners Full time

    We are looking for a our new colleague with a proactive mindset and commercial and business development skills to join our US Business Development Team based in Boston, Massachusetts. As Business Development Manager, your key role is to lead the growth in our offshore wind project portfolio, support securing new project opportunities, progress the...

  • Manager, Commercial Team

    2 weeks ago

    København Ø, Copenhagen, Denmark Copenhagen Offshore Partners Full time

    We are looking for a our new colleague with a proactive mindset and commercial and business development skills to join our US Business Development Team based in Boston, Massachusetts. As Business Development Manager, your key role is to lead the growth in our offshore wind project portfolio, support securing new project opportunities, progress the...

  • Graduate Center Manager

    3 weeks ago

    København, Denmark Capax Recruitment ApS Full time

    Stillingerne er hos Danske Shoppingcentre  Danske Shoppingcentre (DSC) er den førende kraft inden for shoppingcentre i Danmark og stolt ejer af nogle af landets mest imponerende og strategisk beliggende centre. Med en samlet portefølje på omkring 850.000 kvadratmeter fordelt over 17 centre og 1.100 butikslejemål, repræsenterer DSC dedikation til...

  • Freight Management Associate, Supply Chain Management Unit

    2 weeks ago

    København, Denmark United Nations Population Fund Full time

    The Position: The Freight Management Associate position is located in the Logistics Management Services (LMS) Team within Pillar 2 – Supply Operations in the UNFPA Supply Chain Management Unit (SCMU). The position reports directly to the Senior Freight Management Associate. The Freight Management Associate will work closely with other SCMU colleagues,...

  • Shopper Excellence Manager

    14 hours ago

    København V, Denmark Philips Danmark AS Full time

    Job title:With this role you become part of the Philips Nordics Personal Health team as Shopper Excellence Manager, responsible for strategy & planning. driving the zone shopper fundamentals in distribution, pricing, shelving and merchandising. You will translate the local marketing strategy into a shopper strategy, embedding and executing targets for...