Head of IT Service Delivery

The location of this vacancy will be moving from Almere to Hilversum as from Summer 2026.

Key Responsibilities

• Service Management & Operations
  • 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 that's 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.