Job Summary

As a Senior Service Delivery Specialist - Command Centre Lead , you will oversee the day-to-day operations of the application-focused Command Centre, ensuring stable, efficient, and consistent service delivery across HM Group s technology landscape. In this role, you will provide and lead L1/L2 application support, manage operational excellence, and drive service continuity. You will also take ownership during Major/P1 incidents, leading triage, coordination, escalation, and service restoration efforts in close collaboration with Product, SRE/ASE, and Engineering teams to minimize business impact and ensure rapid resolution.

Responsibilities

- Lead daily Command Centre operations and application support activities.
- Provide L1/L2 support and ensure adherence to service delivery standards.
- Act as the primary operational lead during Major/P1 incidents.
- Coordinate cross-functional teams to resolve incidents efficiently.
- Drive incident communication, escalation, and restoration processes.
- Monitor service health and identify opportunities for continuous improvement.
- Collaborate with Product, SRE/ASE, and Engineering teams to enhance operational stability and performance.

Who you are

We are looking for people with

- Proven experience in IT Operations, Service Delivery, Command Centre Operations, Site Reliability Engineering (SRE), Production Support, or Major Incident Management.




- Strong understanding of Incident, Event, Knowledge, Problem, and Service Management practices.
- Experience with monitoring, observability, production support, service health management, and Service Level Indicators (SLIs).
- Experience coordinating operational activities across complex and globally distributed technology environments.
- Strong stakeholder management, communication, analytical, and problem-solving skills.
- Experience driving operational improvements, service stability, and continuous improvement initiatives.

And people who are

- Confident operational leaders who can make effective decisions in time-critical situations.
- Solid collaborators who can influence and bring together cross-functional teams to achieve common goals.
- Calm and structured when managing incidents, escalations, and high-pressure situations.
- Passionate about coaching, mentoring, and developing the capabilities of others.
- Proactive problem solvers who look beyond immediate resolution to identify sustainable improvements.
- Comfortable working in a global, fast-paced, and continuously evolving technology environment.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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