Service Delivery Manager

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 fulfilment, 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