Service Delivery Manager (RUN Manager) Global IT - Retail

In this role, You will..

Be responsible for the following:

L3 Service Operations Oversight

- Own and manage for all retail IT solutions globally. L3 service delivery
- Act as the final escalation point for critical incidents that cannot be resolved at L1/L2 levels.
- Coordinate with global product teams, solution architects, and vendors to deliver timely and effective root cause analysis (RCA).
- Drive permanent fixes and problem management to prevent recurrence of high-impact issues.
- Monitor overall service health across all tiers (L1L3) through dashboards, incident analytics, and SLA adherence reports.

Collaboration with Zone IT (L1/L2 Support)
- Establish strong operational alignment with providing L1 and L2 support. regional and local IT teams
- Define and maintain , knowledge-sharing protocols, and service transition criteria. transparent escalation paths
- Support zone IT teams in adopting consistent operating procedures, runbooks, and escalation standards.
- Provide guidance and training to improve L2 diagnostic and troubleshooting efficiency.
- Ensure feedback loops between global L3 and local L1/L2 for continuous learning and improvement.

Vendor Partner Management
- Manage relationships with delivering L3 support. application vendors, infrastructure providers, and managed service partners
- Oversee vendor SLA compliance, incident response performance, and contractual deliverables.
- Lead technical and governance review meetings with partners and service providers.
- Ensure that vendor escalations are handled within agreed timelines and produce actionable RCA reports.





Global Rollout Service Transition
- Support the rollout of new retail solutions by ensuring , knowledge transfer, and documentation are complete. L3 readiness
- Participate in following go-lives to stabilize services and transition into steady-state operations. hypercare phases
- Define and validate for each deployment wave. operational acceptance criteria
- Coordinate post-rollout performance reviews with project and support teams.

Governance, Reporting Continuous Improvement
- Oversee global , track KPIs, and drive continuous service improvement initiatives. L3 operational reviews
- Maintain a global service dashboard highlighting incident trends, backlog status, and recurring problems.
- Promote automation, monitoring, and proactive issue detection to reduce incident volume.
- Ensure all L3 processes adhere to the group ITSM best practices and align with security, compliance, and audit standards.

What are we looking for Required
- Bachelors degree in Information Technology, Computer Science, or a related discipline.
- ITIL v4 Certification. Proficiency in English (mandatory).
- 7+ years of IT service delivery or operations management experience, including at least 3 years in global or multi-region L3 support . environments
- Deep knowledge of ITIL v4 processes, particularly . Incident, Problem, and Change Management
- Proven experience supporting Retail IT ecosystems.
- Strong analytical and troubleshooting skills for complex, multi-layered IT issues.
- Demonstrated ability to coordinate across distributed L1/L2/L3 structures and multiple time zones.
- Excellent stakeholder management, communication, and documentation skills.

📌 Service Delivery Manager (RUN Manager) - Global IT - Retail (Hyderabad)
🏢 L Oreal India
📍 Hyderabad