IT Solution Delivery Manager - eCommerce & Loyalty Programmes

Introduction

• Job Purpose Accountable for the end-to-end delivery and operational performance of technology solutions supporting the Retail business, with specific ownership of e-commerce, omnichannel customer journeys and customer loyalty capabilities.
• The role translates approved business priorities into executable roadmaps; ensures secure, scalable and integrated delivery across web, mobile, order management, fulfilment, payment, CRM, customer data and loyalty platforms; and holds internal teams and vendors accountable for service performance, risk management and measurable outcomes including digital sales growth, customer engagement, loyalty participation and retention.

Job description

Job Objectives

• To develop the IT Roadmap in conjunction with IT Senior Management team that is aligned to the business strategy.
• To work closely with application portfolio managers, PMO managers and the enterprise architect team in ensuring all business requirements are prioritised and sequenced on the IT project schedule.
• To plan and co-ordinate team resources to meet IT demand requirements, resolving any priority and resourcing issues across project and application teams.
• To work closely with the respective IT Executives to ensure production uptime and data integrity according to defined SLA.
• To participate in contract and commercial negotiations and manage vendor performance to ensure delivery on the service level agreement.
• To define a consistent, best practice approach to implementing and/or designing and integrating systems in order to enhance application design and architectural alignment.
• To ensure that ITIL principles are embedded in the SDLC and accountabilities are clear.
• To ensure that all escalated faults, queries and problems are driven to resolution.
• To drive project management principles and execution disciplines in the application development area in order to maximise IT’s ability to support business changes.
• Manage the annual and monthly budget processes to identify cost saving opportunities and to execute the agreed budget plan.
• Development of people to drive employees, partners and suppliers to perform and innovate to enable Group strategies.
• To build partnerships with internal and external stakeholders in order to keep abreast of business needs and identify opportunities and risks.
• To own the technology roadmap for e-commerce and omnichannel capabilities, including web and mobile storefronts, product discovery, promotions, checkout, payments, order management, fulfilment, click and collect, returns and customer service integration.
• To deliver and continuously improve customer loyalty capabilities, including member enrolment, identity and consent, points and rewards, personalised offers, vouchers, partner benefits and integration with CRM, customer data, point-of-sale and digital channels.
• To partner with Digital, Marketing, Merchandise, Store Operations, Supply Chain, Customer Service, Finance, Risk and Data teams to prioritise capabilities, optimise customer journeys and convert customer and trading insights into measurable business value

Job Related Knowledge

• ITIL service processes
• Knowledge of retail and supply chain systems essential
• Knowledge of financial planning (financial literacy and budgeting skills)
• Knowledge of procurement strategies
• Knowledge of IT strategy development
• Deep knowledge of enterprise e-commerce platforms and omnichannel retail processes
• Knowledge of IT strategy development

Job Related Skills

• Ability to simplify technical jargon and communicate to business
• People management skills
• Business acumen and commercial thinking
• Networking skills and ability to influence others
• Ability to differentiate between strategic and operational issues
• Ability to negotiate effectively and make trade off’s in decision making
• Planning and organising with strong strategic planning skills
• Good business communication (verbal and written)
• Complex problem-solving capability

Job Experience

• 6-8 Years IT Senior Management experience (essential) preferably in the e-Commerce and Loyalty environments
• 5 years managing multiple projects and project managers or complex IT programmes
• Extensive experience of planning and managing a large team’s workload and activities.
• Evidence of quickly identifying and implementing change and improvements in a systematic way
• Managing outsource and managed service/vendor resources
• Demonstrable experience of negotiating and setting priorities across diverse technical and business stakeholders interests
• Management in IT application development and maintenance
• Demonstrable experience delivering and operating high-volume e-commerce or omnichannel platforms for a large retailer, including peak trading readiness and integration across stores, supply chain, payments and customer service.
• Experience delivering loyalty, CRM or customer data capabilities at scale, with accountability for member journeys, rewards and offers, data quality, privacy and consent, platform availability and measurable customer or commercial benefits.
• Managing large budgets
• Ability to use digital funnel, customer, loyalty and operational analytics to prioritise investment, identify journey friction, manage benefits realisation and improve commercial outcomes

• Decision making
• Collaboration
• Applying expertise and technology
• Planning and organising
• Delivering results
• Resilience
• Commercial thinking

Apply by: 29 October 2026