Service Delivery Manager/ Account Manager - Remote - Remote Eligible

Job Overview

Webcam interview; Full-Time project; Remote. 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: working with customer and client onshore and offshore teams and leads to ensure seamless delivery; proactively engaging with customer stakeholders to understand expectations and work with offshore leaders and sales team to drive engagement towards achieving outstanding customer satisfaction; providing management oversight to entire client team; maintaining daily, weekly checkpoints with customer and client team and being on top of milestones, obligations and other business priorities; mentoring client delivery team members; acting as a bridge between onshore clients and onshore PO/developers and between onshore clients and offshore delivery teams, ensuring clear communication and alignment; building and maintaining strong client relationships by understanding their needs and ensuring satisfaction with service delivery; facilitating regular communication and status updates with clients and stakeholders; managing onshore delivery teams (onshore product management and dev teams), ensuring they are aligned with project objectives and roles; conducting team meetings, communicating recommendations for improvement as necessary and providing status reporting; overseeing the onshore execution of eCommerce services, ensuring alignment with agreed service-level agreements (SLAs) and key performance indicators (KPIs); collaborating with offshore teams to ensure seamless coordination and consistent service quality; working closely with offshore teams to monitor progress & resolve issues; escalating critical issues to the appropriate offshore or leadership teams for prompt resolution; leading the identification, prioritization, technical development and delivery of features aligned with long-term roadmaps, goals, and objectives; partnering 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 background 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