Service Delivery Manager

Job Title

Own day-to-day service delivery across Retail, DC, and Corporate IT environments. Ensure availability and performance of POS systems, store networks, WMS, logistics integrations, and business-critical applications. Deliver consistent compliance with SLAs, KPIs, and contractual commitments. Proactively identify risks impacting store operations, order fulfillment, and supply chain continuity.

• Proven retail or distribution IT service delivery experience.
• Hands-on leadership of P1/P2 major incidents in business-critical environments.
• Strong ITIL Incident, Major Incident, and Problem Management expertise.
• Excellent stakeholder communication and crisis management skills.
• Strong understanding of retail POS, store infrastructure, and DC systems (preferred).

• Experience in retail or distribution IT service delivery environments.
• Experience handling major incidents and operational escalations.
• Experience working with cross-functional IT and business teams.

• Own day-to-day service delivery across Retail, DC, and Corporate IT environments.
• Ensure availability and performance of critical retail and supply chain systems.
• Act as Incident Commander for all P1/P2 business-critical incidents.
• Lead major incident bridges and coordinate structured triage and resolution.
• Engage internal teams, vendors, and OEMs during incidents and outages.
• Communicate business impact including stores, DCs, and revenue exposure.
• Own RCA, PIR, and CAPA activities.
• Serve as onsite delivery representative to Retail leadership.
• Build strong relationships with Retail Operations, DC Operations, IT, and Security teams.
• Manage escalations with focus on business outcomes and transparency.
• Lead governance through weekly, monthly, and quarterly reviews.
• Ensure compliance with incident reporting guidelines, MSA clauses, and audits.
• Maintain audit-ready documentation and service records.
• Ensure 24x7 operational readiness and on-call coverage.
• Coordinate onsite and offshore teams and third-party vendors.
• Drive Service Improvement Plans (SIP) to reduce outages and MTTR.
• Identify opportunities for automation, stability, and proactive monitoring.
• Support peak period readiness and continuous improvement initiatives.

• ITIL v3 or ITIL v4 certification preferred.
• PMP, PRINCE2, or Agile certification preferred.

• IT service delivery management.
• Major incident and crisis management.
• Stakeholder communication and escalation handling.
• Retail POS and store infrastructure understanding.
• Data center and distribution center systems knowledge.
• Vendor and third-party coordination.
• Service improvement and operational governance.
• SLA and KPI management.