Support Manager - eCommerce

Wunderman Thompson Commerce
St. Ives, UK
19 Sep 2019
02 Oct 2019
Contract Type
Full Time
Service Delivery Manager/Support Manager - eCommerce

Key Responsibilities:

Service Delivery Manager is needed for a permanent or contract role based in our Warford HQ with proven experience in service delivery for a high-profile customer's web site. The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties.

You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA's, incident & problem management etc).

A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.

Key accountabilities;

  • Co-ordinate & facilitate the contracted eCommerce service to one or more customers
  • Ensure that escalations and communications are managed in line with documented contract standards
  • Develop and maintain good customer relationships with the support of the Account Manager.
  • To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA's and that levels of customers satisfaction remain high
  • Ensure all agreed SLAs are met for incidents & service requests
  • Develop and maintain a productive and close working relationship with relevant Account Executives
  • Build appropriate working relationships with any third party's involved in the delivery of in scope production services to the customer
  • Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities
  • Conduct regular service reviews on a monthly/quarterly basis
  • Liaise with customers to agree problem priorities and delivery
  • Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
  • Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes
  • Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)
  • Ensure Support Activities managed within contracted Support Budget
  • Work with support and development teams to ensure problem fixes are planned into releases and delivered
  • Successful candidates will understand the processes, architecture and issues around deploying solutions in a web multi-tiered environment.


Talented, enthusiastic, focused, eye for detail, professional. Keen to learn and to challenge for smarter ways of doing things; a team player proud of their work who wants to share it. You like working in a fast-paced environment and are ready to inspire outstanding online shopper experiences for consumers and brands, no matter what product, service, sector, device or channel!

You will have a customer-first mindset, with the maturity and initiative to do what it takes keep our clients happy, including some working at client locations. When our clients win - we win!

The techy bit....we need you to be really great at:
  • Extensive experience in a Support function
  • Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment
  • Extremely results driven, will always go the extra mile to deliver expected result
  • Financially aware and able to contribute to the effective running of the account.
  • Clear & concise communication skills - both written and oral
  • Proven track record in building and maintaining strong relationships with customers including working from customer sites when required
  • Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams
  • Strong problem solving, time management and organisational skills
  • Experience of providing out of hours support for high severity incidents
  • Exposure to "follow the sun" support models

If you know some of this even better!
  • Linux, Unix, Windows operating systems
  • Exposure to Magento
  • CQ5, Bootstrap, SASS, CSS, JavaScript, jQuery, AngularJS, Java, J2EE, MySQL, Maven, SPRING MVC, REST web services
  • Hosted environments
  • Exposure to software development environments
  • Exposure to Java/J2EE and web technologies

Wunderman Thompson Commerce is a new global eCommerce consultancy that applies strategy, technical know-how and outstanding design to make a big impact through eCommerce.

How? By creating outstanding websites and inspired shopper journeys. It's why we work with some of the most exciting brands around such as GAME, Halfords, Sainsbury's, Selfridges, Specialized and Ted Baker.

Tell me more! We're an inclusive group of more than 1350 thinkers and doers from WPP's leading commerce agencies: Salmon, POSSIBLE Commerce and Gorilla Group alongside two Amazon specialists - all under the world-renowned Wunderman brand. Our reputation is based on having the best the business - people who are inspired yet straight-talking, and who really want to understand not just our clients but their customers. We are passionate about innovation in everything we do, and proud of what our people achieve, empowering and respecting every one of them.

Together, we keep our clients and their customers inspired and ahead through digital, future-ready sites, solutions and services. When our clients win - we win.

With new, state-of-the-art offices in Watford, and two other cool agency offices in Central London, we've got 20 locations mapped across Europe, North America and Asia.

As our business grows internationally, we're seeking new people who share our values and work ethic. We especially want to encourage more women to join, and take a key role in shaping some of the best eCommerce sites and experiences in the world.

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