About Us:

We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.   

One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging.  Learn more about our commitments to Inclusion & Diversity here.

The Position

The Service Delivery Manager, IT is responsible for managing end-to-end IT service delivery across the Asia-Pacific region, overseeing execution of services for all key business domains, including retail, wholesale, corporate, and supply chain.

In this role, the Service Delivery Manager will collaborate with regional service managers, IT & business stakeholders and managed service partners to ensure seamless enablement of IT operations and service management capabilities across the region. The Service Delivery Manager will manage service performance, budget and key relationships, ensuring that services are cost-effective, reliable, and aligned with regional business requirements. Ensuring consistency in service quality, this role will operationalize the service management processes and follow best practices.

The role also drives continuous improvement initiatives based on data and performance metrics to optimize service delivery, enhance customer satisfaction, and support the company's vision of becoming a high-performing brand group in the sector.

The ideal candidate will have a proven track record of managing IT services in a dynamic, global and multicultural environment, ensuring that services are delivered efficiently, cost-effectively, and in alignment with global IT and business objectives.

Key Responsibilities:
 

• End-to-End Service Delivery:
  • Partner with Global Operations & Service Management Organization, oversee IT service delivery for all domains (retail, wholesale, corporate, and supply chain) in the APAC region, ensuring seamless and integrated service support.
  • Ensure that services meet regional business needs and align with global IT and business strategies.
• Vendor and Partner Management:
  • Manage relationships with managed service providers, ensuring that all vendors meet SLAs, KPIs, and performance expectations.
  • Monitor and evaluate vendor performance regularly, driving continuous improvement and holding partners accountable for quality, cost, and delivery outcomes.
  • Work with Global teams on contract negotiations and renewals, ensuring alignment with business goals.
• Demand Management:
  • Collaborate with business stakeholders to anticipate and manage demand for IT services in the region.
  • Ensure that IT services are scaled effectively to meet evolving business requirements and prioritize demand in alignment with business needs.
• Data-Driven Continuous Improvement:
  • Leverage performance metrics and data to identify areas for service improvement, ensuring that services are continuously optimized to meet business needs.
  • Use data to drive decision-making and implement initiatives that improve efficiency, reduce costs, and enhance customer satisfaction.
• IT Service Management (ITSM) & ITIL:
  • Support the Platform Owner, Product Owner, and Process Owners in relation to ITSM initiatives across the APAC/EMEA/Americas region, applying ITIL best practices to improve service management processes, including but not limited to ‘Major’ Incident, Problem, Change, Knowledge and Service Request Management.
  • Champion a culture of service excellence and continuous improvement within the PVH IT organization.
  • Monitor service level agreements (SLAs) to ensure compliance, collaborating with service teams and vendors to improve performance where needed.
  • Identify opportunities for improvement in service management processes by leveraging data, end user feedback and ensuring continuous optimization of services across the region and the domains.
• Stakeholder & Customer Satisfaction Management:
  • Engage with key business stakeholders across APAC to understand their IT service needs and expectations, ensuring that services are aligned with business goals.
  • Align with other regional SDMs to discover trends in service needs and expectations to drive improvements based on value.
  • Monitor and improve customer satisfaction by using data and feedback to drive service improvements, address any service-related issues and manage change impacts.
• Metrics and Reporting:
  • Track, analyze, and report on service delivery performance, utilizing key metrics and performance data to ensure services are meeting targets for availability, reliability, and customer satisfaction.
  • Provide regular reports on a strategic level to senior management on service delivery performance, risks, and opportunities for improvement.
  • Engage with operational teams through operational level reports to align on opportunities for improvement.
• Regional Alignment with Global Strategy:
  • Ensure that IT services in the APAC region are aligned with global IT strategies and objectives, contributing to global initiatives and collaborating with other regional Service Delivery Managers.
  • Liaise with the global Change Management Team and champion change initiatives locally, adapting global strategies to meet regional needs and securing stakeholder buy-in.
  • Provide feedback on regional challenges and bridge the gap between global and local needs.
• Cost Management & Budget Oversight:
  • Manage the regional IT service delivery budget, ensuring cost-effective service delivery while maintaining high standards of performance and quality.
  • Identify opportunities for cost savings through process improvements and vendor management.

The Ideal Candidate:

• Bachelor’s or Master’s degree in a related field.
• 5+ years of experience in IT service delivery, with substantial experience managing IT services across the APAC region.
• Strong knowledge of ITSM and ITIL best practices (ITIL certification preferred), with hands-on experience in implementing and managing ITIL processes (e.g., Incident, Problem, Change, and Service Request Management) in a large-scale environment.
• Proven Leadership in Change Management: Experience leading Change Management processes and ensuring minimal disruption to IT services through effective planning, communication, and execution.
• Demonstrated experience in managing vendor relationships, holding vendors accountable to SLAs, and driving continuous improvement with external partners.
• Proven track record of driving data-driven service improvement initiatives that have led to measurable business outcomes.
• Experience working in a dynamic, global, and multicultural environment, with the ability to navigate regional differences while aligning with global strategies.
• Strong leadership, communication, and stakeholder management skills, with a proven ability to work with both IT and business leaders to align service delivery with business goals.
• Strong strategic thinking, decision-making abilities, and a proactive approach to solving complex problems in a fast-paced environment.
• Experience in managing budgets and identifying cost-saving opportunities while ensuring high-quality service delivery.
• A passion for delivering exceptional customer experiences, with a focus on quality, transparency, and proactive communication across teams and stakeholders.

PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.