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Service Delivery Manager (Commerce)

Closing date
24 Jun 2022

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Technology & New Media
Contract Type
Full Time
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A Service Delivery Manager is needed with proven experience in service delivery for a high-profile customers website. 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, SLAs, 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. We also offer flexible/Hybrid working with travel to Watford/London or Client site when required.

  • 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 SLAs 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 partys 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
  • Undertake analysis and interpretation of service trends to identify recommendations for 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

  • Accountability for successful adoption and implementation for all WTC Service Governance processes within their client base and contribute to the ongoing improvements to our processes.
  • Provides support and management of technical Change and Transition control within on behalf of the customers service.
  • Is responsible for and contributes to the Service Governance Framework that ensures the timely, stakeholder lead, and accurate production of weekly and monthly service reports measuring customers Service Performance targets.
  • Participate in the oncall escalation rota as required

Supporting activities:
  • Undertakes Service Transition & operational readiness activity within WTC for new products and services in aligned clients and may be requested to support new client engagements.
  • Build and manage appropriate working relationships with WTC partners involved in the delivery of services to the client using the appropriate Supplier Relationship Management methods.
  • Contribute and support to the Senior Service Delivery Manager to ensure Support Activities and Resourcing are managed within contracted Support Budget and contribute to the account P&L
  • Contributes to the maintenance of the Service Catalogue and responsible for ensuring this is accurate.

Leadership & Influencing:
  • Provides leadership, guidance and mentoring to Service Delivery operations professionals where needed covering all elements of Service promoting operational excellence and control via the adoption of industry lead Service Management principles and practices.
  • Builds and maintains critical relationships with internal and external stakeholders
  • Provide support to the Account Managers and Delivery Teams where needed to influence tactical decision making and contribute to strategic value streams relating to account growth.
  • Contribute to cross functional continuous improvement of products, services, and dependencies where beneficial to our clients within WTC.

Management information:
  • Create and ensure the distribution of monthly client management information packs highlighting, Service performance (KPIs, SLAs, Business Outcomes), Escalations, Business demand, Risks, Continual Improvements, and Client Satisfaction using a blend of qualitative and quantitative data.
  • Implement continual improvement activities on client services
  • Baselines and drives customer satisfaction surveys and improvements for the client base working cross functionally to deliver
  • Provide Management information to the Senior SDM on overall account health for wider visibility an awareness within WTC.

What we want from you:
  • Extensive experience in a Support function
  • Successful candidates will understand the processes, architecture and issues around deploying solutions in a web multi-tiered environment.
  • 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 organizational 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
  • 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

What well give you:

The opportunity to work with some of the most respected brands across the world. We will give you respect for who you are, allow you to be yourself, empower you to make a difference and give you opportunities to grow and develop your skills.

We currently offer a great benefits package including a competitive discretionary bonus scheme, hybrid working that works for everyone, social events, training opportunities, competitive pension, medical insurance, life assurance, opportunities to buy and sell holidays, family friendly policies, discounts with 100s of leading retailers and much more!

Wunderman Thompson Commerceinspire people to shop online through digital solutions, driving growth for world-leading brands and retailers.

How?We create, support, and improve digital shopper journeys, across leading channels including retailers, direct-to-consumer (D2C), marketplaces (Amazon and beyond), and social channels. And we work with some of the biggest and most exciting brands around, such as Calvin Klein, MAC, Nestlé, Sainsburys, Selfridges, Shell, Tiffany & Co. and Tommy Hilfiger.

Part creative agency, part consultancy and part technology company, Wunderman Thompson Commerce are unique in our ability to connect world-class strategic thinking and creative insight with deep executional capability across technology and operations. Together, this enables us to deliver winning commerce solutions across all major digital routes to market worldwide.

Were part of WPP, a creative transformation company who use the power of creativity to build better futures for people, planet, clients and communities and is recognised as a Leader in The Forrester Wave: Commerce Services.

Tell me more!We are a diverse team of 1700+ commerce experts across more than 20 offices worldwide, including state-of-the-art offices in Watford, Central London and an eCommerce Centre of Excellence in Lisbon. We believe that growth through commerce begins with connected customer experiences that amplify the brand and drive business outcomes. We excel at orchestrating commerce touchpoints through intelligent deployment and integration of world class technology from strategic partners like Adobe, SAP, Salesforce, HCL, Shopify, BigCommerce and commerce tools, as well as driving sales from marketplaces and retailers. We have recently expanded our capabilities to include NN4M, specialists in Mobile Commerce and Satalia, experts in Artificial Intelligence.

Our reputation is based on our people, and we believe we have some of the best in the business people who are inspired, energetic and straight-talking, and who really want to understand both our clients and their customers. We are happiest when we are innovating and shaping the future of commerce. We live and breathe our values and take pride in what our people achieve, empowering and respecting every one of them.

As our business grows internationally, were looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services and websites in the world. Working as a team, no problem is insurmountable; we share in our client successes and believe that anyone can show creative bravery no matter what their role is in the team.
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