The Service Delivery Manager - Project Management is responsible for overseeing the planning, execution, and delivery of IT projects from initiation to closure. This role ensures that projects are delivered on time, within budget, and to the required quality standards, while aligning with business goals and IT strategy. The SDM acts as the primary interface between technical teams, business stakeholders, and external vendors to drive successful project outcomes and continuous improvement in delivery processes.

What impact you create at Chanel

1. Project Planning & Execution

• Define project scope, objectives, and deliverables in collaboration with business and technical teams.

• Develop and maintain detailed project plans, including timelines, milestones, and resource allocation.

• Ensure projects adhere to budget, schedule, and quality constraints.

• Identify and mitigate project risks (technical, operational, or business-related).

2. Stakeholder Management

• Act as the single point of contact for project IT requestors

• Facilitate communication and alignment between technical teams and business users.

• Conduct regular status meetings and provide progress reports to leadership and clients.

• Manage expectations and resolve conflicts or prioritization issues.

4. Change & Risk Management

• Ensure risk definition assessments and develop contingency plans for critical projects.

• Ensure compliance with internal policies, industry standards, and regulatory requirements (e.g., GDPR, SOC2).

5. Quality Assurance & Delivery

• Define and enforce quality standards for project deliverables.

• Work with QA teams to ensure testing and validation processes are followed.

• Oversee user acceptance testing (UAT) and sign-off procedures.

• Ensure documentation (technical, user, and operational) is complete and up-to-date.

6. Continuous Improvement

• Identify opportunities for process improvement in project delivery (e.g., Agile, Waterfall, Hybrid methodologies).

• Implement best practices for project management (PMBOK, PRINCE2, Agile/Scrum).

• Measure and report on project performance metrics (e.g., on-time delivery, budget adherence, customer satisfaction).

7. Reporting & Governance

• Produce regular project status reports for stakeholders and leadership.

• Present project outcomes, lessons learned, and recommendations for future initiatives.

• Maintain project documentation (charters, plans, risk registers, post-mortem reports).

• Budget: Status & reporting

You are energised by :

• Leading cross-functional teams and driving projects to successful delivery

• Solving problems with a structured, analytical mindset when challenges arise

• Communicating clearly, translating technical concepts into business language (and vice versa)

• Negotiating and aligning stakeholders, managing expectations and resolving conflicts

• Juggling multiple priorities in a fast-paced, evolving environment

• Adapting your approach, whether Agile, Waterfall, or Hybrid, depending on project context and needs

• Staying curious about technology, from cloud platforms to system integrations

What you will bring :

Experience

• 5+ years in IT project management, service delivery, or program management

Methodologies

• Agile/Scrum (Scrum Master or Product Owner experience is a plus)

• Waterfall/PMBOK frameworks

• Hybrid approaches, tailored to project needs

Tools & Platforms

• Project Management: Jira, Confluence, Rovo (AI)

• Collaboration: Confluence, SharePoint, or Microsoft Teams

• ITSM: ServiceNow, BMC Remedy

• Reporting: Power BI, Tableau, or advanced Excel

Technical Knowledge

• Understanding of the software development lifecycle (SDLC)

• Familiarity with DevOps, CI/CD, and cloud technologies (AWS, Azure, GCP)

• Basic knowledge of databases, APIs, and system integrations

Education & Certifications 

• Degree in Computer Science, Business Administration, Project Management, or related field

• PMP, PRINCE2, or CAPM

• Certified ScrumMaster (CSM), SAFe Agilist, or PMI-ACP

• ITIL v4 Foundation

What Chanel can offer you

• A strategic role at the crossroads of IT, business, and external vendors, with real influence on how projects are delivered across the organization

• High visibility as the single point of contact driving project outcomes

• The opportunity to drive continuous improvement, from process optimization to performance metrics and governance frameworks

• A collaborative environment to develop leadership and stakeholder management skills, working across cross-functional and international teams

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.