Service Delivery Manager

City:  London
Country/Region:  GB
Application Deadline:  N/A

Are you a passionate IT professional with strong retail experience and a service-minded approach? Are you looking for an opportunity to work with multiple stakeholders across the globe, and become a key point for the digital store operations of the world’s leading jewellery brand? Then, keep on reading!


Key role in the overall Digital Store Operations service delivery
The Retail Tech Analyst will play a key role in managing the delivery of new stores, store services, and store support services in Pandora’s Clusters, and will be collaborating closely with multiple business stakeholders and colleagues across the world.


In this role, you will play a pivotal role in supporting POS, Fiscal solution (if any), hardware and network in the stores, and act as a Subject Matter Expert (SME) for our Vendors and Support teams. You will manage and oversee several service providers, and ensure they deliver the agreed services, on time, and within agreed budget. Your duties will include strong alignment with the other Retail DevOps teams, both in and outside Digital & Technology (D&T), global service desk teams, platform teams, and business stakeholders to offer a consistent, resilient, and measurable support and operations of Pandora’s stores in the cluster.


More specifically, your responsibilities may include:

  • Leading weekly/monthly meetings within the Cluster(s) management team(s) and take ownership of Continuous Service Improvements.
  • Acting as Ambassador on behalf of D&T in the Cluster.
  • Being a focal point for Retail stakeholders in the clusters and markets, and closely collaborating with local retail business stakeholders and key resources.
  • Ensuring timely, effective IT service delivery, fulfilling SLAs and KPIs in collaboration with relevant teams.
  • Acting as cluster SME for our POS support application and representing the cluster for the DevOps POS team. 
  • Managing escalations with the support of our global support team and ensuring problem management.
  • Analyzing performance of Retail Store technology, identifying problem areas, and delivering solutions to enhance quality of service and issue prevention.
  • Helping the Delivery Managers team to drive the operational aspects of new store openings and other related store activities.
  • Serving as managing lead for the implementation of projects for new or enhanced infrastructure technologies or services.
  • Developing, tracking, and analyzing Retail Infrastructure support incidents, problem management, and trends; identifying and responding to training gaps.
  • Being the link between our Fiscal provider and Pandora, and developing and supporting the service.
  • Initiating conversation with external suppliers to guarantee the requisite services delivery based on demands and/or local solutions.


Some travel regionally is to be expected.


Dynamic IT professional with a service-oriented mindset
In order to succeed in this role, you need to have a customer-centric approach to your tasks and an analytical mindset. You enjoy working with others, but also feel comfortable being independent and working in a remote team with an internationally-based manager. You are a strong communicator, a confident multitasker, and are able to speak and collaborate with people across all levels of an organization. Additionally, we hope that you can demonstrate:

  • 3-5 years of relevant work experience in Retail IT – ideally in an international setting
  • Strong Service Management & Stakeholder Management skills
  • Experience with Fiscal services
  • Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users
  • Fluency in English is a must, both written and verbal – any additional language skills would be an advantage
  • A strong sense of Business urgency and a customer centric approach to tasks
  • Project Manager mentality and approach to tasks and projects
  • Agile working experience is beneficial
  • ITIL knowledge is mandatory – certification would be beneficial
  • Analytical mindset and ability to easily present multi-source data in a simple structure


Did we get your attention?
We hope you got all your questions answered and feel confident applying for this position, however if you have more questions regarding the position, please contact:


Kelly Kavarnou
Global Tech Recruiter


If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you!


We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. Due to the large number of applications, only applications submitted in English and through our career portal can be considered. You can also read more about Pandora on our corporate site


Icing on the cake

You will be joining the team at our brand-new London Digital Hub, which is located a stone’s throw from London’s iconic Oxford Street, at the heart of the city. The London Hub is growing at a faster pace than ever, and your role will be part of the first waves of new, exciting talents we are introducing to the team. 


Our commitment to unforgettable career progression is just the start. We offer a competitive rewards package that is second to none.


Our generous benefits package includes:

  • A highly competitive salary with regular salary reviews
  • Generous bonus scheme
  • Private healthcare
  • Choice of lunch on us, delivered to you whenever you are in the office!
  • Early finish Fridays (weekends with Pandora start every Friday at 3pm!)
  • 55% employee discount
  • 25 days annual leave (plus bank holidays)
  • Buy/sell holiday options
  • Celebrate your birthday with a day off to celebrate!
  • Pandora Perks: access our exclusive online platform provided by Reward Gateway, where you’ll have access to: Discounts on retail brands, cinema tickets, holidays, gym memberships and more
  • Wellness Hub: videos to help you lead a healthy lifestyle
  • Employee Assistance Programme: a completely confidential, free, counselling phone line open 24/7, all year round
  • Recognition programme: celebrate and share achievements with the wider business
  • At Pandora we love a party! Especially at Christmas, when you will receive an extra special gift


If you are looking for a new challenge, come and craft the incredible with us!


About Pandora
Established in 1982, Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora’s products are available in more than 100 countries on six continents through more than 6,500 points of sale, including around 2,500 concept stores.


Headquartered in Copenhagen, Denmark, Pandora employs 32,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand, using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 28.1 billion in 2023.


At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people’s loves. We dedicate ourselves to fostering, cultivating and preserving a culture of inclusion and diversity where everyone feels respected and valued.