Description :

The Service Delivery Manager (SDM) oversees for Global IT Retail solutions deployed globally across multiple regions. Service Delivery Manager (SDM)Level 3 (L3) service operations

While Level 1 and Level 2 (L1/L2) support is delivered by , the SDM ensures that all zone IT organizationsL3 activities including complex incident and aligned with global standards.resolution, problem management, service transition, and vendor escalations are executed effectively

This role serves as the bridge between global solution owners, third-party vendors, and local market IT, ensuring smooth operations, rapid root-cause resolution, and continuous service improvement across all retail touchpoints (stores, warehouses, and digital platforms).

Key Responsibilities :

L3 Service Operations Oversight :

- Own and manage for all retail IT solutions globally.L3 service delivery

- Act as the final escalation point for critical incidents that cannot be resolved at L1/L2 levels.

- Coordinate with global product teams, solution architects, and vendors to deliver timely and effective root cause analysis (RCA).

- Drive permanent fixes and problem management to prevent recurrence of high-impact issues.

- Monitor overall service health across all tiers (L1L3) through dashboards, incident analytics, and SLA adherence reports.

Collaboration with Zone IT (L1/L2 Support) :

- Establish strong operational alignment with providing L1 and L2 support.regional and local IT teams

- Define and maintain , knowledge-sharing protocols, and service transition criteria.clear escalation paths

- Support zone IT teams in adopting consistent operating procedures, runbooks, and escalation standards.

- Provide guidance and training to improve L2 diagnostic and troubleshooting efficiency.

- Ensure feedback loops between global L3 and local L1/L2 for continuous learning and improvement.

Vendor & Partner Management :

- Manage relationships with delivering L3 support.application vendors, infrastructure providers, and managed service partners

- Oversee vendor SLA compliance, incident response performance, and contractual deliverables.

- Lead technical and governance review meetings with partners and service providers.

- Ensure that vendor escalations are handled within agreed timelines and produce actionable RCA reports.

Global Rollout & Service Transition :

- Support the rollout of new retail solutions by ensuring , knowledge transfer, and documentation are complete.L3 readiness

- Participate in following go-lives to stabilize services and transition into steady-state operations.hypercare phases

- Define and validate for each deployment wave.operational acceptance criteria

- Coordinate post-rollout performance reviews with project and support teams.

Governance, Reporting & Continuous Improvement :

- Oversee global , track KPIs, and drive continuous service improvement initiatives.L3 operational reviews

- Maintain a global service dashboard highlighting incident trends, backlog status, and recurring problems.

- Promote automation, monitoring, and proactive issue detection to reduce incident volume.

- Ensure all L3 processes adhere to the group ITSM best practices and align with security, compliance, and audit standards.

Key Skills & Experience :

Required :

- Bachelors degree in Information Technology, Computer Science, or a related discipline.

- ITIL v4 Certification.

- Proficiency in English (mandatory).

- 7+ years of IT service delivery or operations management experience, including at least 3 years in global or multi-region L3 support environments.

- Deep knowledge of ITIL v4 processes, particularly .Incident, Problem, and Change Management

- Proven experience supporting Retail IT ecosystems.

- Strong analytical and troubleshooting skills for complex, multi-layered IT issues.

- Demonstrated ability to coordinate across distributed L1/L2/L3 structures and multiple time zones.

- Excellent stakeholder management, communication, and documentation skills.

Preferred :

- Experience in global rollout programs or transformation projects involving multiple retail markets.

- Expertise in or equivalent offline retail platforms. Cegid Retail (Y2, POS, Store Back Office)

- Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).

- Technical background in cloud, or enterprise applications.