Service Delivery Specialist

WHAT YOU’LL DO

As a Senior Service Delivery Specialist – Command Centre Lead, you will lead the day-to-day operations of the Command Centre, ensuring stable, efficient, and consistent service delivery across H&M Group’s technology landscape.

• Lead Command Centre operations during assigned shifts, ensuring effective incident coordination, operational continuity, and adherence to service management practices.
• Maintain real-time awareness of platform and service health through monitoring of Service Level Indicators (SLIs), dashboards, alerts, and key operational metrics.
• Provide operational leadership during incidents, coordinating with Product Teams, Cross Journey Support, SRE/ASE, Engineering, and Service Owners to minimize customer and business impact.
• Ensure effective shift handovers, workload distribution, escalation management, and seamless 24/7 operational coverage.
• Drive operational readiness by ensuring monitoring, support procedures, knowledge articles, playbooks, and recovery processes are maintained and up to date.
• Identify opportunities to improve monitoring, observability, tooling, automation, workflows, and operational processes to strengthen service stability and efficiency.
• Review operational performance, incident trends, and service metrics to identify improvement opportunities and drive actions through to completion.
• Provide day-to-day guidance, coaching, and support to Command Centre team members, strengthening operational capability and ways of working.

WHO YOU’LL WORK WITH

You will work closely with Product Teams, Service Owners, Cross Journey Support, SRE/ASE, Engineering teams, and other technology stakeholders across H&M Group.

You will act as a key operational partner during incidents and service disruptions, bringing teams together to drive effective resolution, strengthen operational readiness, and continuously improve service reliability.

WHO YOU ARE

We are looking for people with…

• Proven experience in IT Operations, Service Delivery, Command Centre Operations, Site Reliability Engineering (SRE), Production Support, or Major Incident Management.
• Strong understanding of Incident, Event, Knowledge, Problem, and Service Management practices.
• Experience with monitoring, observability, production support, service health management, and Service Level Indicators (SLIs).
• Experience coordinating operational activities across complex and globally distributed technology environments.
• Strong stakeholder management, communication, analytical, and problem-solving skills.
• Experience driving operational improvements, service stability, and continuous improvement initiatives.

And people who are…

• Confident operational leaders who can make effective decisions in time-critical situations.
• Strong collaborators who can influence and bring together cross-functional teams to achieve common goals.
• Calm and structured when managing incidents, escalations, and high-pressure situations.
• Passionate about coaching, mentoring, and developing the capabilities of others.
• Proactive problem solvers who look beyond immediate resolution to identify sustainable improvements.
• Comfortable working in a global, fast-paced, and continuously evolving technology environment.

WHO WE ARE

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future.

WHY YOU’LL LOVE WORKING HERE

At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe.

You’ll have the opportunity to work in a global technology environment, collaborate with diverse teams, build your leadership and technical capabilities, and contribute to improving the reliability and stability of technology services that support millions of customers worldwide.

JOIN US

Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.

Take the next step in your career together with us. The journey starts here.

We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter in your application.