Head of it service delivery

Werkgever:
Hunkemöller
Regio:
Almere
 
Functieomschrijving

YOUR TASKS

Key Responsibilities:

·

  • Lead end-to-end IT service delivery across retail stores, e-commerce platforms, corporate systems, supply chain solutions and Operational Technology.
  • Ensure operational excellence across core platforms such as SAP, Unified Commerce, WMS, OMS, and other backend applications supporting HR, Finance, and Logistics.
  • Maintain service quality by overseeing incident, problem, change, and release management.
  • Enable and support seamless omni-channel processes, including click-and-collect, real-time inventory visibility, and cross-channel order fulfillment.

    • · Stakeholder Engagement

  • Partner with business leaders across retail, HR, supply chain, Buying & Merchandising and finance to align IT services with strategic goals.
  • Act as the escalation point for major service disruptions and proactively manage communication with stakeholders.

    • · Vendor Management

  • Manage service delivery from third-party vendors and technology partners, including those supporting SAP, Workday, and supply chain and ecom platforms.
  • Ensure contractual obligations, SLAs, and performance targets are consistently met or exceeded.

    • · Process Improvement

  • Drive continuous improvement initiatives leveraging ITIL and industry best practices.
  • Enhance monitoring and automation across platforms to reduce downtime and improve efficiency.
  • Collaborate with business teams to optimize end-to-end workflows in Retail, Omni-channel platforms, Supply Chain, HR, and finance systems.


    • Team & People Management

    · Lead, mentor, and develop a team of 25 IT service professionals, including, application support, and infrastructure roles.

    · Foster a collaborative, customer-centric culture with a strong focus on service excellence, accountability, and continuous development.

    · Oversee resource planning, performance management, and team training aligned with business and technology needs.

    Skills & Qualifications:

    · 5+ years of experience in IT service delivery or operations, preferably in a global retail organization.

    · Strong experience with enterprise platforms such as SAP (S/4HANA).

    · In-depth understanding of ITIL principles; ITIL v4 certification preferred.

    · Proven success managing multi-vendor and third-party environments, including remote and offshore teams.

    · Strong analytical, problem-solving, and communication skills with the ability to influence senior stakeholders.

    What We Offer:

    · A dynamic and international work environment within a forward-thinking retail leader.

    · An organization thats accelerating in the digital era with the focus on customer centric innovation

    · The opportunity to shape and support cutting-edge digital and operational capabilities.

    · Competitive compensation and benefits package.


    We are NOT looking to work with recruitment agencies. Any unsolicited sharing of CV's will be considered a NO FEE applicant.

     Kernwoorden