Service Delivery Manager - Remote (USC)

Job Overview

• Experience in Managing Digital/Ecommerce Programs
• Act as a Delivery Executive/SPOC for current engagements and services and prospective business by collaborating with Sales and Practice teams.

These may include:

• Product Management, Project Management, Content authoring and management, technical production support, Quality Assurance, Development, Business Operations support

Daily work activities will include

• Work with customer and client onshore and offshore teams and leads to ensure seamless delivery
• Proactively engage with customer stakeholders to understand expectations and work with offshore leaders and sales team to drive engagement towards achieving outstanding customer satisfaction
• Provide management oversight to entire client Team
• Maintain daily, weekly checkpoints with customer and client team and be on top of milestones, obligations and other business priorities
• Mentor client delivery team members
• Act as a bridge between Onshore clients and Onshore PO/Developers and between Onshore clients and offshore delivery teams, ensuring clear communication and alignment.
• Build and maintain strong client relationships by understanding their needs and ensuring satisfaction with service delivery.
• Facilitate regular communication and status updates with clients and stakeholders.
• Manage onshore delivery teams (Onshore Product Management and Dev teams), ensuring they are aligned with project objectives and roles.
• Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting
• Oversee the onshore execution of eCommerce services, ensuring alignment with agreed service-level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with offshore teams to ensure seamless coordination and consistent service quality.
• Work closely with offshore teams to monitor progress & resolve issues
• Escalate critical issues to the appropriate offshore or leadership teams for prompt resolution.
• Leads the identification, prioritization, technical development and delivery of features aligned with long-term roadmaps, goals, and objectives.
• Partners closely with Business, Development, Technical Operations and Quality Assurance to execute the successful, smooth, and regular deployment of production code
• Experience working on the SAP Commerce platform leveraging Java and knowledge of any leading CMS (Ex: Contentful, Adobe Experience Manager)
• Experience in managing and overseeing any SaaS based Ecommerce solution
• Strong skills with Jira Service Management, Atlassian dashboards and metrics
• Strong Ecommerce back ground with B2B/B2C implementation experience and working on different Business models of commerce (B2B, B2C).
• Knowledge and experience with Design, Development, deployment and release processes for Ecommerce implementations.
• Flexibility to work in timings overlapping with US time zones
• Experience in working in onshore/offshore model
• End-to-end experience in software development life cycle and familiar with agile methodologies like scrum
• Actively participate in communication with business stakeholders and participate in all SDLC lifecycles.
• Should be capable of reviewing the work done by other team members and guide them in complex issues.
• Excellent time-management, problem-solving and decision-making skills
• Led and mentor Ecommerce team members to develop their skills
• Build strong relationships with cross-functional teams and business leads to implement and roll out productivity tools, understand business needs and provide innovative technology solutions
• Ability to communicate technical information in a clear manner to Stakeholders
• Manage and lead the customer support team, providing guidance and support to ensure high-quality service delivery.
• Collaborate with cross-functional teams to align support efforts with overall business objectives and enhance customer experience.
• Lead initiatives for service process improvement to streamline operations and enhance the customer journey.
• Collaborates with external vendors and service providers to ensure timely and effective resolution of issues.

Qualifications

• Overall, 15-20 years’ experience
• At least 5 years of experience leading an Ecommerce team
• Proven leadership ability with interpersonal skills and team building skills
• Practical experience engaging with DevOps teams, tooling and practices
• Proven track record in successful project execution
• Experience in Team Building and Team Management

Recommended Certifications

• PMP, PM2 or Prince2 certified
• Agile Scrum certified
• ITIL certified (ITIL V3 or later)
• Any cloud foundation certification