Service Delivery Manager (HR)

Service Delivery Manager (HR)

With over 3000 stores and millions of customers in Europe, Technology plays a key role in Action’s success with the surprising assortment and strong brand proposition. The commerce team is an important part of our organization which consists of our buying teams, the commercial planning team, the quality team, the sourcing team, the price management team, the promotion management team, the commercial operations team and the master data management team. As part of the development of our organization, there is an increasing demand in functionality that is either realized in existing applications or in new applications. To manage the technology landscape supporting our commerce organization, we are looking for a Service Delivery Manager (SDM). 

Your daily tasks

As Service Delivery Manager, you will be responsible for delivering technology solutions to our HR organization. You will work closely with work closely with Business Owners, Domain and Solution Architects, Domain Portfolio Manager, IT Delivery teams, other Service Delivery Managers, IT Development & Operations and suppliers.

You will manage a team of application analysts, ensuring that high-quality resourcing for change project and operational initiatives is available. This responsibility will be carried out in alignment with the business technology roadmap for the HR organization. You will report to the Head of Business Technology for HR.

Key Responsibilities:

• Operational Service Management
• Ensure consistent delivery of IT services across domains.
• Monitor and improve service performance, availability, and quality.
• Define and follow up on KPIs and SLAs.
• Act as the primary operational liaison between IT and business stakeholders.

Incident & Change Management

• Enable and oversee incident and change management processes.
• Gatekeep and dispatch issues via ServiceNow.
• Coordinate with suppliers and internal teams for resolution and communication.
• Work with the Release Manager to manage release activities and ensure readiness for deployment.

Project Transition & Handover

• Validate operational readiness of new solutions.
• Ensure smooth handover from project to RUN organization.
• Embed new services into ITIL processes, CMDB, and governance structures.
• Take ownership of outstanding items post-transition.

Supplier & Contract Management

• Act as operational SPOC for external vendors.
• Monitor adherence to service levels and contractual obligations.
• Support procurement in defining SLAs and deliverables.
• Manage PO/invoice processes and exceptions.

Continuous Service Optimization

• Identify and implement service improvement initiatives.
• Work with the Quality and Test Manager to ensure high quality of delivery. 
• Collect input from stakeholders to refine processes and systems.
• Evaluate supplier performance and push for delivery enhancements.

People Management

• Gives direct and constructive feedback about the delivered performance and personal developments related to future requirements and priorities
• Creates a work environment in which employees are continuously stimulated to develop themselves and to improve their performance
• Acts as a mentor or coach with the objective to develop the skills and competences of the employee
• Responsible for an optimal staffing, recruitment activities and retaining of employees within the department

Your team

Our Technology department adds value with dedicated horizontal / functional teams for Business domains, a Development & Operations team to manage shared Technology services. Furthermore, supportive teams for Projects & Portfolio management. Over 700 people work daily in and for Technology. One of the key departments within Action Technology for achieving Action's ambitious growth targets is Human Resources.  The team consists of engaged, cost-conscious and customer-focused people with diverse cultural backgrounds.  

What You Offer

Your leadership style can be described as leading by example. You inspire and motivate your staff through a hands-on and can-do attitude. You focus on connection and effective collaboration. As you are used to serving multiple interests, you adapt your communication style perfectly to the situation and discussion partner. You also put your sense of organisational sensitivity, pragmatism, integrity and empathy to good use. Taking ownership comes naturally to you, and you are well-organised. You recognise (business) patterns and stick to agreements and guidelines.  

You also have the following:

• At minimum of 5 years of experience in IT service delivery or operations.
• Familiarity with ITIL, Agile/Scrum, and enterprise IT environments.
• Strong stakeholder management and communication skills.
• Experience with incident/change/release management tools (e.g., ServiceNow).
• Understanding of supplier and contract management processes.
• Understanding of HR/People processes and operations.
• Language : Excellent business English (speaking, writing) competency. Dutch a bonus. 
• Willingness to work hybrid 3 days at Action-HQ in Zwaagdijk-Oost and 2 days from home. (60/40)

Preferred Certifications (if no certification, thorough familiarity with the below is required) 

• ITIL® 4 Foundation / Managing Professional
• Prince II Foundation 
• Agile Scrum Master Certification 

What We Offer

We are opening shops at home and abroad on a weekly basis. This growth makes Action a successful, rapidly developing organisation. With the department expected to expand even further, there are plenty of career development opportunities.

• An opportunity to be part of a dynamic and growing organization
• A collaborative and innovative work environment.
• Competitive salary and benefits package.
• Professional development and career advancement opportunities
• A competitive salary based on a 38-hour week
• A bonus scheme based on personal and business targets
• 24 paid leave days (based on 38 hours a week)
• You will be eligible for a long-term annual bonus after three years with the company
• The option to join a collective health insurance policy
• 15% staff discount on Action products
• Flexible working hours

How We Contribute to Society

As a retailer with millions of enthusiastic customers, we take our responsibility for people and the environment seriously. That is why we seek to invest in solutions that reduce the environmental impact and improve the manufacturing conditions in the countries in which we have shops and manufacture products. Click here for more information.

Interested?

Take Action and apply now!

What happens next: 

1. Response to your application asap.
2. First call with the Sr Technology Recruiter.
3. Meeting with the Head & Stakeholder
4. Assessment to get to know you better.
5. 2nd Interview main Stakeholders & HR.
6. Welcome to Action…