Head of it service delivery

Key Responsibilities:

·Service Management & Operations

• 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.

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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.