Service Delivery Manager

Job Description

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 stakehold