Senior Service Owner to Operations Control Tower

Job Description
Are you ready to evolve the future of tech and fashion? Do you want to shape service delivery on a global level concerning tech service and support? If the answer is yes, then this is the opportunity for you!
We are now looking for a Senior Service Owner who will be responsible for end-to-end service design and delivery and meeting the stakeholders’ expectations and business’ needs. You will manage the service life cycle planning, portfolio and roadmap; prioritizing initiatives, budgets and negotiations with partners and vendors. You drive service maturity and service metrics ensuring cost efficient, stable and sustainable service operation and delivery. You will have a communicative role and will contribute by sharing your expertise globally with stakeholders both inside and outside of H&M Group. We are on a journey together and we want you to take part in our past, present and future for supporting tech services.
What you will do
You will set the foundation and be a great part of creating our future solutions for our Control Tower who aims to have a helicopter view upon how operation is working globally in all stores, offices, warehouses and data centers within the H&M Group. You understand and express the connections between larger business goals, customer needs and priorities in the service roadmap.
You will be working closely with the Area Manager together with other Service Owners. You will lead three teams which are Global Incident, Global Change and Global Problem Management. You will handle a complexed cross functional service delivery from both inhouse and vendor perspective, giving you the overall view in order to achieve service mission. Furthermore, you will:
Gather demands and needs, develop, design service delivery model
Ensure compliance towards common ways of working
Keep information of the service up to date
Cooperate and agree deliveries with underpinning supporting services, solutions, functions and processes
Manage requirements for some contracts and negotiations with external suppliers
Analyze service and component availability, reliability, maintainability and serviceability in order to find possibilities to improve
Lead a globally distributed team in their daily delivery
Set the roadmap ahead to accomplish our strategy to be best in class Control Tower

Things we look for
We believe you have a solid understanding of the service life cycle and the ability to communicate and understand complexed service deliveries, knowing the importance to evaluate and evolve to create value. You have knowledge in service architecture and can negotiate and review offerings and contracts to have up-to-date agreements ensuring close collaborations with internal and external services. We believe you are dynamic, collaborative, and curious with previous experience from working in large companies with many stakeholders. You have long experience from working within operation, preferably leading and working with enhancements within this area.
It is also qualifying if you have experience working in an agile organisation with supporting service delivery in a cross functional environment. Furthermore, we believe that you have:
At least 9 years of experience within operational supporting services
Great communication skills and ability to inspire others
Broad experience from working with ITSM processes preferably within an agile organization
Understanding of underlying technical solutions
Acted as a leader and have leadership experience
Are fluent in English, oral and written

Who are we?
H&M Group is a family of brands with the desire to make great design available to everyone in a sustainable and circular way. Rapid technological development is transforming the fashion retail industry. We are seizing this opportunity to not only challenge ourselves, but the whole industry with the aim to be the most impactful ecosystem.
We operate on a large scale across 74 markets. From AI to data-driven business development, user experience to engineering, we turn business challenges into innovative tech solutions – making H&M Group a global leader in combining tech, fashion, and design.
What we offer!
Besides the obvious perks such as staff discount card, flexible work life, learning communities, wellness benefits, parental benefits etc. You are joining a unique value driven culture, a large tech network and community where you can be yourself. There are endless opportunities to experiment and grow in any direction that you want and when you grow, we grow. Being a major player gives us countless opportunities to make a real impact and shape the future.
Practical info
This is a fulltime position with placement in Stockholm. Please apply as soon as possible, but no later than 15th of August. The recruitment process will take longer than expected due to the summer period. If you have any questions about the position, please contact Monica.Eriksson@hm.com.
We look forward to receiving your application!