Service Delivery Manager

As an IT Service Delivery Manager for Customs and Refund Solutions, you will be responsible for the reliable delivery and continuous improvement of all IT services supporting Global Blue's Customs and Refund ecosystem. This role encompasses both backend infrastructure and front-end applications critical to the tax-free shopping journey, including on-premise and cloud solutions as well as mobile applications. As a people leader and service excellence champion, you will drive operational excellence while fostering strong relationships across multiple internal departments and external vendor partnerships.

Service Delivery Management

• Maintain end-to-end accountability for service availability, performance, and quality across all Traveller Solutions platforms

• Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

• Conduct regular service reviews with stakeholders to ensure alignment with business objectives

• Develop and maintain service catalogues, ensuring clear documentation of all supported services

• Drive service improvement initiatives based on performance metrics and stakeholder feedback

Team Leadership & Development

• Lead, mentor, and develop a team of support engineers, fostering a culture of excellence and continuous learning

• Conduct regular performance reviews, set clear objectives, and support career development plans

• Manage resource allocation and capacity planning to ensure optimal team performance

• Facilitate knowledge sharing and cross-training within the team

• Champion best practices and ensure adherence to established processes and procedures

Stakeholder Management

• Serve as the primary point of contact for all service-related matters with business stakeholders

• Build and maintain strong relationships with product owners, development teams, and business units

• Facilitate effective communication between technical teams and non-technical stakeholders

• Present service performance reports and improvement recommendations to senior management

Incident & Problem Management

• Oversee incident response and resolution, ensuring minimal business impact

• Lead major incident management, including stakeholder communication and post-incident reviews

• Drive root cause analysis and implement preventive measures to reduce recurring incidents

• Maintain and improve incident management procedures and escalation protocols

• Ensure comprehensive documentation and knowledge base maintenance

Change & Release Management

• Review and approve changes affecting Customs and Refund Solutions

• Coordinate release planning and deployment activities across multiple platforms

• Assess change-related risks and implement appropriate mitigation strategies

• Ensure smooth transitions with minimal service disruption

• Maintain change advisory board participation and stakeholder engagement

Continuous Service Improvement

• Identify opportunities for service optimization and cost reduction

• Implement automation and process improvements to enhance efficiency

• Analyse service metrics and trends to proactively address potential issues

• Lead service improvement projects from conception through implementation

• Establish and maintain a culture of continuous improvement within the team

Vendor & Contract Management

• Manage relationships with third-party vendors

• Monitor vendor performance against contractual SLAs

• Negotiate service improvements and resolve vendor-related issues

• Coordinate vendor engagement for specialized support and escalations

• Maintain vendor documentation and ensure compliance with agreements

Soft Skills:

• Exceptional leadership abilities with a proven track record of team development.

• Outstanding communication skills, able to translate technical concepts for diverse audiences.

• Strong analytical and problem-solving capabilities.

• Excellent organizational skills with the ability to manage multiple priorities.

• Customer-focused mindset with a commitment to service excellence.

• Collaborative approach with the ability to influence without direct authority.

• Resilient under pressure with strong crisis management skills.

Technical Competencies:

• Strong understanding of ITIL framework and service management best practices.

• Experience with service monitoring and management tools.

• Knowledge of web technologies, mobile applications, and cloud platforms.

• Familiarity with marketing automation platforms and SaaS solutions (experience with SaaS preferred).

• Understanding of backend infrastructure and application architecture.

• Data analysis and SQL skills sufficient to build reports and extract insights from data.

• Bachelor's degree, preferably in Computer Science, Information Technology, or a related field (Master's preferred).

• 3–5 years of experience in IT service delivery or service management roles.

• People management experience, preferably leading technical teams.

• Proven experience managing services in hybrid cloud/on-premises environments.

Nice to Have:

• ITIL v4 Foundation certification.

• Project management certification (PMP, PRINCE2, or equivalent).

• Experience in retail technology or e-commerce environments.

• Knowledge of tax-free shopping or the travel retail industry.

• Familiarity with Agile/DevOps practices.

At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation. As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.  

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