Job Description

WHAT YOU’LL DO
As a Senior Service Delivery Specialist – Command Centre Lead, you will lead the day-to-day operations of the Command Centre, ensuring reliable, efficient, and consistent service delivery across H&M; Group’s technology landscape.
• Lead Command Centre operations during assigned shifts, ensuring effective incident coordination, operational continuity, and adherence to service management practices.
• Maintain real-time awareness of platform and service health through monitoring of Service Level Indicators (SLIs), dashboards, alerts, and key operational metrics.
• Provide operational leadership during incidents, coordinating with Product Teams, Cross Journey Support, SRE/ASE, Engineering, and Service Owners to minimize customer and business impact.
• Ensure effective shift handovers, workload distribution, escalation management, and seamless 24/7 operational coverage.
• Drive operational readiness by ensuring monitoring, support procedures, knowledge articles, playbooks, and recovery processes are maintained and up to date.




• Identify opportunities to improve monitoring, observability, tooling, automation, workflows, and operational processes to strengthen service stability and efficiency.
• Review operational performance, incident trends, and service metrics to identify improvement opportunities and drive actions through to completion.
• Provide day-to-day guidance, coaching, and support to Command Centre team members, strengthening operational capability and ways of working.

WHO YOU’LL WORK WITH
You will work closely with Product Teams, Service Owners, Cross Journey Support, SRE/ASE, Engineering teams, and other technology stakeholders across H&M; Group.
You will act as a key operational partner during incidents and service disruptions, bringing teams together to drive effective resolution, strengthen operational readiness, and continuously improve service reliability.
WHO YOU ARE
We are looking for people with…
• Proven experience in IT

📌 Service Delivery Specialist (Bengaluru)
🏢 H&M Group
📍 Bengaluru