Service Delivery Manager

Service Delivery Coordinator – Store Applications

Full-time, 38 hours per week

Are you looking for a role full of technical challenges and international impact? Then this might be the job for you. As a Service Delivery Coordinator within Store Applications at Action, you play a key role in both the operation and further development of IT across our entire store domain. This is no small task: our network includes more than 3,000 stores across Europe, from the Netherlands to Poland to Italy—and we are growing fast. Will you grow with us?

Your daily actions

Within the BizTech (Business Technology) team Store Applications, Real Estate & Fraud, we focus on everything related to the operational side of Action’s store, real estate, and fraud platforms. On the one hand, you are responsible for run-time Service Delivery, ensuring agreed service levels are met and managing escalations towards suppliers where necessary. Daily interaction with internal stakeholders and external suppliers is a key part of the role.

In addition, you manage releases and patches for the run-time environments. Your responsibilities include, among others:

• Functional support: escalating problems and resolving incidents
• Coordinating changes and releases in a high-paced environment
• Analysing changes and incidents
• Daily communication with suppliers and internal customers
• Financial control of suppliers
• Contributing to budget planning and financial needs

Together with our Technical Specialists, Application Analysts, Solution Architects and the Service Delivery Manager, you are involved in many challenging initiatives. Examples include implementing advanced fiscal solutions or managing releases and patches across the European POS software landscape. In these initiatives, you are responsible for planning, execution and budget. You are also a trusted sparring partner for the business, helping to create even more added value.

Teamwork is key. Together with colleagues, key users and other stakeholders, you align priorities. When conflicting priorities arise, you proactively propose alternatives that work for everyone. You also identify business needs and continuously look for opportunities to improve our applications, landscape and processes.

This will be your team

At our international headquarters, around 110 Technology colleagues work pragmatically, solution-oriented and at high speed on a wide range of IT solutions to support Action’s growth in all countries in a standardized way. What motivates us is making impact quickly and supporting the organization as it grows. Where possible, we increasingly work according to agile and scrum methodologies. We are smart followers and embrace proven innovative technologies when they help us achieve our goals. For example, we introduced 6,000 handheld devices in record time. Across the various Business Technology teams, there is plenty of experience in the unique Action environment.

This is you

You have an affinity with retail, IT and/or store processes. You communicate clearly and confidently and work in a proactive, structured manner. Time pressure does not faze you—you meet deadlines and work effectively and in line with guidelines. You are driven to achieve results, both independently and together with your team, and you take a pragmatic approach. You also demonstrate leadership by motivating application specialists and business process owners.

Soft skills

• Strong, confident communication skills at enterprise level
• A well-developed understanding of the business impact of not meeting service levels
• Result-driven and pragmatic mindset
• Efficient and effective working style
• Stress-resistant

In addition, you:

• Hold a completed bachelor’s degree (HBO), preferably in Information Technology
• Have at least 10 years of relevant IT experience, preferably in an international retail environment
• Have at least 5 years of experience in a similar role such as Service Delivery Manager
• Have experience working with IT ticketing systems and are accustomed to resolving tickets professionally and efficiently
• Have knowledge of ITIL and BiSL
• Have excellent command of Dutch or English, both spoken and written
• Have strong Microsoft Office skills and preferably experience with ServiceNow