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Job Title:  Service and Delivery Manager - Customer

Date:  16-Sep-2021

London, LND, GB, SE1 2JP

Full Time/Part Time:  Full-Time
Contract Type:  Regular/Permanent
Hours per week:  37.5

Your role in a nutshell


Exciting brand-new opportunity for a Service Delivery Manager to work on a digital marketing solution using state of the art technology (C4/Hana). This role has come about due to the business rapidly expanding and undergoing an exciting digital transformation project within Technology.

We are looking for a Service Delivery Manager with a breadth of knowledge revolving around Retail / eCommerce / Digital background.

With restrictions lifting, we are building stores of the future, come and be a part of the Journey.  

More about the role


Management of DevOps teams for daily operations, including incident triage, problem management, major incident management and root cause analysis

• Management of external support partners ensuring efficient performance to SLAs.

• Monitoring of system performance and capacity planning enabling all systems to operate effectively at times of peak demand.

• Management of the delivery of continuous improvement small changes/bug fixes, ensuring time, cost and quality objectives are met.

• Contribution to the patching and upgrade roadmap for critical software changes.

• Engagement in the service introduction for new systems, releases, or technology by working closely with project teams to ensure appropriate support is in place from go-live.

• Taking part in the Major Incident process to ensure that critical issues are resolved quickly, and key stakeholders kept informed.

• Accountability for providing open and effective communication channels leading to greater knowledge transfer across the team

• Responsibility for managing 3rd parties to deliver the agreed backlog

What we look for


  • Experience of delivering C/4 Hana technical change including configuration and development for a digital marketing solution working across core customer and channel platforms in a complex retail environment
  • Some knowledge and experience of integration to: SAP Middleware PO/CPI/AIF, Azure, SAP S/4 Hana
  • Experience operating within heavily regulated environments including external regulated consumer products and service offerings
  • Extensive knowledge and experience using development and release toolsets
  • Knowledge and experience with 3rd party service providers including facilitation of RFP, onboarding, and performance management (design of SLA and overall KPI)
  • Previous experience of collaborating with architecture functions to deliver solutions aligned with technology roadmaps and Enterprise Architecture strategies
  • Previous experience of managing and eliminating technical debt
  • Extensive experience and awareness of IT architectural governance, standards and methodology
  • Experience and knowledge of CISO governance frameworks, standards, controls and auditing documentation covering both business and technology solutions currently within product backlogs

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 


The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

What do we offer in return?

What do we offer in return? 
* a 6% contributory pension plan, 
* 23 days holiday plus bank holidays - time to refresh and recharge 
* Group bonus scheme 
* 3 additional days a year to volunteer in the local community to support the causes you feel most passionate about 
* LOVE money to spend on YOUR wellbeing - pamper yourself on us. Every year. 
* 50% staff discount and access to product sample sales 
* Access to Perks at Work, our online shopping channel with exclusive deals & discounts 
* AND - we have also implemented 'Work Wise' into our HQ - flexibility of 'in-office' hours, the ability to work remotely and a new meeting charter. 
Here at The Body Shop we've got your best interests at heart - it's our way of saying thank you! 
If you are excited by all that - you might just be the sort of person we need to help us make the impactful change the world needs within a business that invented the culture of ‘joyful collective' and everything that means and stands for. 
We have something special to offer and we’re looking for someone special to help us to do that. Show us how you can contribute to the next step in the evolution of The Body Shop. 
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 


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