Tech Service Delivery Specialist

About the role

H&M Group is hiring a full-time Service Delivery Specialist in Athens, Greece, reporting to the Tech Manager. The role manages and coordinates service delivery, vendor collaboration and cross-functional processes so that operations stay stable and high quality. It covers the Sales Market Greece, which includes Greece, Cyprus, Bulgaria, Croatia, Serbia, Bosnia and Herzegovina, Albania, Kosovo and North Macedonia.

Key responsibilities

• Prioritize and translate expectations between business teams, tech teams and external vendors.
• Manage and follow up on service deliveries from external vendors and service providers, ensuring quality and adherence to agreed service levels.
• Communicate with strategic vendors and global teams to keep systems stable for daily operations.
• Develop and improve support processes and ways of working between product teams and external vendors.
• Guide product teams on operational procedures and support onboarding of new products.
• Set up and run cross-functional forums with logistics, vendors, tech and business teams.
• Coordinate, translate and evaluate business needs into actions for technical support teams and partners.

Required profile

• Degree in Business Administration, IT or a related field; ITIL familiarity is a plus.
• Background in business, IT or service-delivery functions, ideally with experience supporting both business and technical teams.
• Experience managing critical business services in complex tech environments and in global organizations across multiple markets.
• Familiarity with major suppliers such as Microsoft, Oracle or Accenture.
• Knowledge of delivery governance and quality-improvement processes for digital platforms and e-commerce.
• Vendor-management and contract-negotiation skills, preferably in complex setups.
• Exposure to incidents, problems, changes or configuration management in large-scale environments.
• Fluent spoken and written English.

Required skills

• ITIL certification or familiarity with ITIL principles.
• QA testing experience and use of ServiceNow or similar service-management systems.
• Structured, solution-oriented and collaborative approach, with stakeholder management skills.

What we offer

• 25% staff discount on H&M Group brands.
• H&M Incentive Program (HIP).
• Private health and life insurance and food vouchers.
• Long-service rewards and retirement reward.
• Bonus for referring a friend and baby birth gift card.
• Hybrid work model and internal career opportunities.

Applications are submitted through the company's career page by 2 October 2026; cover letters are not accepted.