Role - Service Delivery Manager
Location: Richmond, VA
Service Delivery Manager (SDM) Onsite
Role Purpose
The Service Delivery Manager (SDM) is the single-point owner for end-to-end IT service delivery for Retail, accountable for operational stability, SLA adherence, and business continuity across retail stores, distribution centres (DCs), and corporate IT systems.
The SDM plays a critical leadership role during Priority 1 and Priority 2 incidents, ensuring rapid service restoration, accurate stakeholder communication, and contractual compliance.
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Core Accountabilities
Service Delivery Ownership
- 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.
Major / Critical Incident Management
- Act as Incident Commander for all P1/P2 business critical incidents.
- Lead major incident bridges, driving structured triage, restoration, and resolution.
- Ensure timely engagement of internal teams, vendors, and OEMs.
- Translate technical impact into clear business impact (stores affected, DCs impacted, revenue risk).
- Provide structured situation updates to IT and business stakeholders.
- Own Root Cause Analysis (RCA), Post Incident Reviews (PIR), and Corrective / Preventive Actions (CAPA).
Client & Stakeholder Management
- Serve as the onsite face of delivery to Retail leadership.
- Build trusted relationships with Retail Operations, DC Operations, IT, and Security teams.
- Handle escalations decisively with focus on business outcomes and transparency.
Governance, Audit & Compliance
- Lead operational governance through weekly, monthly, and quarterly reviews.
- Ensure strict compliance with Incident Reporting Guidelines, MSA clauses, and audit requirements.
- Maintain audit ready documentation and service evidence.
Team & Vendor Coordination
- Ensure 24x7 operational readiness and on call coverage.
- Coordinate onsite and offshore delivery teams.
- Manage third party vendors during escalations and outages.
Service Improvement & Stability
- Drive Service Improvement Plans (SIP) to reduce outage frequency and MTTR.
- Identify opportunities for stability, automation, and proactive monitoring.
- Support peak period readiness and continuous improvement initiatives.
Key Experience & Skills
- 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).
Certifications (Preferred)
- ITIL v3 / ITIL v4
- PMP / PRINCE2 / Agile (advantage)
Value to Customer
- Improved store and DC uptime
- Faster recovery from critical incidents
- Predictable, SLA driven delivery
- Reduced operational and audit risk
- Stronger alignment between IT operations and retail business outcomes
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