Service Delivery Manager

H&M is continuing to shape the future of digital commerce by creating stable, connected, and customer-focused experiences across our global digital landscape. Within Digital Transaction, we are strengthening our end-to-end technical coordination across key customer journeys such as login, cart, checkout, payment, order management, and returns.

We are now looking for a Service Delivery Manager to help safeguard end-to-end technical coherence, integration integrity, and operational readiness across the Digital Transaction area. This role supports the Area Tech Manager by ensuring that independently accountable product teams collectively deliver a stable, resilient, and customer-safe end-to-end solution.

This is not a governance layer. It is a coordinating and enabling role focused on transparency, early risk visibility, and technical alignment across teams, products, platforms, and external vendor integrations.

WHAT YOU’LL DO

• Maintain a holistic end-to-end technical view across the Digital Transaction customer journey.
• Continuously update and communicate the E2E integration landscape across products and components.
• Identify cross-component risks, integration breakpoints, and architectural drift before they impact customers.
• Safeguard critical customer journeys, including login, cart, checkout, payment, order management, and returns.
• Ensure integration sequencing, dependency transparency, and API contract discipline across teams and vendors.
• Support coordinated E2E go-live readiness for multi-component releases.
• Validate E2E test readiness, deployment coordination, and operational preparedness across product areas.
• Ensure observability, traceability, resilience, and error handling consistency across the full customer journey.
• Surface technical debt and structural misalignment that may impact customer-facing stability.
• Support incident analysis by helping teams treat issues as end-to-end journey concerns rather than isolated product failures.
• Provide the Area Tech Manager with clear E2E risk visibility, early escalation points, and proactive recommendations.

WHO YOU’LL WORK WITH

You will work closely with the Area Tech Manager, Solution Architects, Engineering Managers, Product Managers, Operations, Program Managers, and multiple product teams across the Digital Transaction area.

You will play an important role in connecting technical perspectives across teams and making sure that dependencies, risks, and customer impact are visible early. You will support alignment across independently accountable teams without taking over their mandate or decision authority.

We are looking for someone who enjoys collaboration, complexity, and problem-solving across teams. You are comfortable working in a dynamic environment where technical coordination, clear communication, and proactive risk management are key to delivering stable customer experiences.

WHO YOU ARE

• You have solid experience working in complex digital, ecommerce, platform, or transaction-heavy technology environments.
• You understand end-to-end customer journeys and how technical dependencies across systems can impact customer experience.
• You have experience coordinating technical delivery, integration readiness, or operational readiness across multiple teams.
• You have strong knowledge of microservices, APIs, distributed systems, integration patterns, and cloud-based architectures.
• You understand observability, monitoring, tracing, error handling, resilience, and production stability.
• You are experienced in identifying cross-team dependencies, integration risks, and technical gaps.
• You can translate complex technical risks into clear, actionable insights for senior stakeholders.
• You are comfortable working with Engineering Managers, Solution Architects, Product Managers, Operations, and Program Managers.
• You have strong communication and stakeholder management skills.

WHO WE ARE

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future.

WHY YOU’LL LOVE WORKING HERE

At H&M Group, we are proud to be a vibrant and welcoming company. We offer attractive benefits, flexible ways of working, and extensive opportunities for professional growth across our global organization.

You'll work on business-critical enterprise platforms, collaborate with talented global engineering teams, and help shape the future of supply chain technology using modern cloud, integration, and AI-driven engineering practices.

JOIN US

Our uniqueness comes from a combination of many things - our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.

Take the next step in your career together with us. The journey starts here.