Job Description

Service Delivery Manager - Retail Domain

Role Overview

The Service Delivery Manager (SDM) L3 in the retail domain is responsible for ensuring the effective delivery of IT services across retail operations. This includes store systems, POS, ERP, CRM, e?commerce, supply chain, and omnichannel platforms. The SDM acts as the bridge between business stakeholders and IT teams, ensuring service quality, compliance, and continuous improvement. The role requires deep expertise in retail IT ecosystems, strong leadership, and the ability to resolve complex service delivery challenges independently.

Key Responsibilities

Provide L3 leadership for service delivery across retail IT systems and applications. Ensure end?to?end service performance for POS, ERP, CRM, supply chain, and e?commerce platforms. Govern SLAs, KPIs, and OLAs, ensuring contractual and operational compliance. Lead major incident management, coordinating resolution and stakeholder communication. Drive problem management and root cause analysis to prevent recurring issues. Oversee change and release management to minimize business disruption. Collaborate with enterprise architects, transition managers, and business stakeholders to align IT services with retail strategy. Manage vendor relationships, contracts, and escalations for service delivery. Conduct service reviews, reporting, and audits to ensure continuous improvement. Mentor and guide service delivery teams, ensuring process maturity and customer satisfaction.

Required Skills & Experience

10-15 years of experience in IT service delivery / service management with strong L3 expertise. Hands?on experience in retail IT systems (POS, ERP, CRM, supply chain, e?commerce). Strong knowledge of ITIL v3/v4 frameworks and service management processes. Expertise in major incident handling, SLA governance, and vendor management. Experience with ITSM platforms (ServiceNow, Remedy, Cherwell). Familiarity with cloud services and digital transformation in retail. Strong stakeholder management and communication skills. Ability to lead critical service delivery initiatives and mentor junior managers.

Preferred Qualifications

Certifications: ITIL Expert / Managing Professional, PMP/PRINCE2, Agile/SAFe certifications. Experience with large?scale retail transformations and global rollouts. Exposure to enterprise architecture frameworks (TOGAF, Zachman). Knowledge of Lean/Six Sigma for process improvement.

Your future duties and responsibilities

Required qualifications to be successful in this role

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