At H&M, our purpose is to liberate fashion for the many. We want to shape a new world in Fashion. A world with one ultimate goal: to unleash your self-expression. As an H&M colleague, you’re encouraged to be yourself & more. You’ll take on new responsibilities from day one, learn skills for life, and find new ways to make your big dreams come true.

Our company is committed to fostering a culture of inclusion and belonging, and we actively seek colleagues who share our commitment.

As a Service Integration Lead/Service Delivery Specialist, you will be part of the Delivery Excellence Team in the Customer Online Operations Area. The team ensures a stable digital experience for all customers in our digital touch points.  Together with the team, you make sure all services perform according to our business needs and step in and take action when they do not. By having control of the cohesive overview, operational/tactical awareness, and control of our support processes we help H&M with providing our customers with a good online experience.

This hybrid role reports into our Global Online Operations Manager and is based out of New York, NY.

A Day in the Life

Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*

• Prioritize and communicate the expectation/requirement between business teams and technical teams, including external vendors
• Set up and drive cross functional forums together with other functions (eg:  logistics, vendors, tech teams and business teams), making sure we set a priority that will support selling and benefit to H&M customers
• Advise and guide Product Teams in operational procedures and process to ensure a stable customer experience
• Track, escalate and follow up on e-Commerce incidents as needed
• Responsible for approving changes done in the production environment and making sure that, together with the team, impact and potential downtime of the e-Commerce site and surrounding/supporting systems are minimized
• Act as point of escalation for high priority e-Commerce incidents
• Act as point of escalation where the incident management process has failed
  • Step in and act when incidents are stuck between teams
• Hand over any outstanding issues that needs follow-up during off hours to team members located across the globe

Who You Are and What You’ll Need to Succeed:

•  5 + years of experience working in retail IT operations
• Bachelor’s degree in IT preferred
• Previous experience from operations / e-commerce / retail
• Hands on practice of incident, problem and change ITIL process areas
• Experience working in Service Now
• Ability to problem solve and move things forward
• Ability to drive and manage activities across teams and vendors
• Ability to operate independently and make decisions with little direct supervision
• Experience in building trust and relationships at all levels
• Excellent oral and written English communication skills
• Critical Incident Management experience preferred
• Experience interpreting monitoring graphs and using tools such as Splunk and Dynatrace
• Experience working in an international environment and multicultural teams
• Experience working in International and Multi-sourcing organization

Why You’ll Love Working at H&M

• We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability
• We pride ourselves on being a values-driven organization, guided by our 7 unique values that have been part of our success story for over 75 years
• You’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues

• We are an inclusive company where you’re encouraged to be yourself at work
• You will have access to a large global talent community, where career growth and aspirations have no limits
• We believe in supporting your overall wellbeing and offer comprehensive benefits inclusive of health insurance, wellness and family support programs, company match401k, paid leave programs, and paid time off, including a community day to serve your local community
• You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS

Job Status: Salary, Exempt

EEOC Code: PRO

Last Updated: 06/08/2024

Compensation:

Hiring Range is $76,144-$85,662 annually**

Benefits:

H&M believes in rewarding our employees for their many contributions to our shared success. That’s why we offer a full range of inclusive benefits that enable wellness, both in and outside of work.  We pride ourselves on being a do-good company and we have a comprehensive benefit package that matches that ambition.  Please note, benefits may have eligibility requirements based on employment status.

We offer: 25% Staff Discount - Medical, Pharmacy Vision and Dental Coverage – Employee Assistance Program - Vacation, Wellness, Holiday and Parental Pay – 401K – Commuter Benefits, Health and Dependent Care FSA. Plus, additional Voluntary Benefits.

Our Career site will have more details, click on Benefits at career.hm.com

*This job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities assigned for this job at the company’s discretion.

**H&M, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.