H&M Group is on a journey to meet and exceed our customers' expectations today and tomorrow. Through collaboration, innovation, and technology we challenge ourselves and the industry. To cater to the individual needs and desires of our millions of customers, our tech organisation delivers solutions for the entire value chain for all our brands.     
    We are accelerating digitalisation and to stay relevant, we need to ensure we have strong leaders in place to bring our best capabilities, innovation ideas and talented technologists to support the transformation of H&M Group.   

    We are seeking a dynamic and experienced Service Delivery Manager to drive the delivery of our Predictive & Proactive Operations team and support our efforts in creating an industry leading Autonomous enterprise using predictive technologies, accelerate the adoption of AIOps. You will be part of creating & implementing our strategy towards AI-enhanced monitoring capabilities for business processes, systems, products, and end-user related hardware and software for the H&M Group. This includes continuous analysis of production data and insights to identify areas for major improvements and ensure we have the ambition to proactively address issues to a near zero impact. This role plays a critical role in helping our organization achieve its goal of 99.99% production availability and deliver Efficiency & Effectiveness in our IT Deliveries and expected business outcomes.​ 

    As Service Delivery Manager for the Predictive & Proactive Operations Office, some of your responsibilities will be to:  

• Accelerate the use of machine learning algorithms and automation to predict, detect and remediate IT operations issues and be responsible for the availability of a fit-for-purpose Predictive, Automated and AI Driven Operations environment  

• Creation and management of Intelligent Platforms which convert inputs from multiple real-time analytical sources and information into a request for the AIOps to orchestrate the decided course of action and make instantaneous decisions and action to solve the request​ 
   

• Ensure the continuous development and maintenance of AI-enhanced monitoring capabilities to proactively identify issues and ensure they are resolved before they impact production 

• Improve the quality and stability of our Production environment by delivering Predictive & Proactive AIOps Use Cases which have a significant, quantifiable, and long-lasting business value. 

• Apply Pareto Analysis, structure business cases and use cases to ensure the PPO delivers towards the most critical and value adding business areas reducing downtime and positively impacting system performance in production. 

• Monitor project progress, identify potential risks or issues, and take appropriate actions to mitigate them. Ensure projects are delivered on time, within budget, and meet the defined business value targets. 

• Identify the key stakeholders and work together with multiple cross-functional and experts, including data scientists, engineers, and analysts, to plan and execute predictive and proactive AIOps projects and use cases.  
   

• Ensure a measured reduction of incidents and problems across the organisation by supporting ITSM processes and teams with tools and data to enhance their reactive operations towards predictability  

• Establish and maintain performance monitoring mechanisms to track the effectiveness and impact of predictive and proactive AIOps use cases.  
   

• Work closely within your team and other analysts to continuously monitor and analyse production data to identify areas for improvement. 

• Formal staff responsibility to lead a team, encouraging a self-driven approach whilst providing guidance, coaching and feedback for improvements across both competence based and personal development areas. 

• Responsible for tracking monthly spend, creating a strategy to continuously optimize the run cost whilst maintaining the best levels of quality, fit for the business 

• Stay updated with industry trends and emerging technologies related to predictive and proactive AIOps and incorporate relevant advancements into the team's practices and methodologies. 

You have strong understanding and Functional knowledge in   

• AI, Data processing and machine learning technologies and their application in Tech Operations 

• ITIL – Advanced, Certification (preferred) 

• Six Sigma Blackbelt Certification (preferred) 

• Building scalable data pipelines 

• Jira and Confluence 

• Communication - English (spoken and written)  

    We believe you have strong understanding of AIOps concepts, predictive analytics, and their application within Tech operations. You have knowledge of the tools and technologies used for data analysis, machine learning, and predictive modelling and have experience in driving the development and execution of predictive and proactive technologies, frameworks, and methodologies in the field. You are a competent leader and as a role model for our values you live and put them into action. You are expected to demonstrate excellent cognitive, social, and emotional skills and know how to bring out the same in others. You can commit to directional decisions, take ownership of the whole and collaborate across boundaries. You create trust and dare to lead and communicate in a timely and clear way. In addition to this you have strong understanding and knowledge within the following:     

• Managing service delivery processes and stakeholder relationships, preferably in a technology or IT operations environment.  

• 3+ years’ experience working across complex areas and with multiple teams and stakeholders, driving others to collaborate and succeed across a Matrix organisation 

• Ability to combine your highly technical operations knowledge and leadership whilst building effective relationships outside the area of Tech Operations 

• Understanding of the cost drivers in systems delivery and operations and the commercial consequences of the technical decisions made.  

• Ability to analyse complex data sets and develop actionable insights to improve systems’ reliability and performance. 

• 4+ years in a senior project management position, demonstrating the ability to manage multiple projects and prioritize many requirements and deadlines simultaneously

Working with tech at H&M Group   
   Shaping the future of fashion with people, data, and tech. The fashion and retail industries are going through a transformation, driven by customers' technology and sustainability expectations. At H&M Group, we want to shape the future of fashion and lifestyle by harnessing the power of smart tech and data. With our 74-year history of innovation, we understand the need to collaborate and co-create with engineers and tech specialists around the world to achieve our vision.   

What we offer!       
    You are joining a unique value-driven culture, a large tech network and community where you can be yourself. Besides the obvious perks such as staff discount card, flexible work life, learning communities, wellness benefits, parental benefits etc. 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. 

Sounds interesting?  

    This is a full-time position based in Stockholm. We will review and interview applicants on-going. If you have questions, please contact Talent Acquisition Specialist - [email protected]

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