Service Owner to Operations Control Tower, H&M Group

Job Description


Are you an experienced leader, ready to evolve into the future of Tech and Fashion? Are you passionate about working in a collaborative and ever-changing environment, whilst solving complex problems? Do you want to shape service delivery on a global level concerning tech service and support? Then this might be your next adventure! Apply today!


As a Service Owner, you will be part of creating H&M Groups future solutions for our Control Tower! You will lead a fun, highly motivated and global team, whilst having a unique helicopter view upon how operation is working globally in all stores, offices, warehouses and data centers within the H&M Group. In close collaboration with the product team and colleagues across Business Tech, you will handle critical incidents as well as constantly improve early detection and observability. You will handle complex cross-functional service delivery from both in-house and vendor perspective, in order to achieve service mission, and you understand the connections between larger business goals, customer needs and priorities in the service roadmap.


Responsibilities


We are on a journey together and we want you to take part in our past, present and future for supporting tech services! As a Service Owner you are responsible for end-to-end service design and delivery as well as meeting the stakeholders’ expectations and business’ needs. This is a communicative role where you have the opportunity to make an impact by sharing your expertise globally with stakeholders both inside and outside of H&M Group. Furthermore, you will manage the service life cycle planning, portfolio and roadmap; prioritizing initiatives, releases, budgets and negotiations with partners and vendors. You will drive service maturity and service metrics ensuring cost efficient, stable and sustainable service operation and delivery. In addition to this, you will also:
Gather demands and needs, develop, design service delivery model
Ensure compliance towards common ways of working
Keep information of the service up to date
Lead the team members in a globally distributed team in their daily delivery
Cooperate and agree deliveries with underpinning supporting services, solutions, functions and processes
Manage/handle requirements for contracts and negotiations with external suppliers
Analyze service and component availability, reliability, maintainability and serviceability in order to find possibilities to improve
Set the roadmap ahead to accomplish our strategy to be best in class Control Tower



Who are you?
We believe you have a solid understanding of the service life cycle and have the ability to communicate and understand complex service deliveries, knowing the importance of evaluating and evolving in order to create value. You have knowledge of 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 of working in a complex, agile organisation. We are looking for someone who always strives for improvements, with previous experience from working within operation, and preferably also from working with enhancements within the area. Furthermore, we believe you:
Have great communication and leadership skills, with the ability to both inspire and lead others
Have at least 3 years of experience within operational supporting services
Have broad experience of working with ITSM processes, preferably within an agile organisation
Have an understanding of underlying ​technical solutions​
Are fluent in English, oral and written



Who are we? 
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.
Additional information
This is a fulltime position with placement in Stockholm, Sweden. Please apply as soon as possible, but no later than 13th of April 2022. If you have any questions about the position, please contact monica.eriksson@hm.com. If you have any questions regarding the recruitment process, please contact Tove Tapper, Talent Acquisition Partner at tove.tapper@hm.com
We look forward to receiving your application!