We are looking for a Service Delivery Manager to own the day-to-day service delivery for our eCommerce projects, specifically on the Adobe Commerce platform. The main goal is to ensure service quality and operational performance by enforcing ITSM processes within the ServiceNow platform. You will coordinate L1 triage, L2 Build/Run teams, and WebOps, working closely with Release Management to run controlled production deployments and ensure overall system stability.
Type of employment: Full time, Remote
English level: Spoken
Key responsibilities * Handle daily ITSM processes (Incident, Request, Change, Problem) and oversee system changes * React quickly to major website crashes or bugs, guiding the team to restore services as fast as possible * Prepare change packages (risk assessment, test plans, rollbacks) and coordinate with Release Management for standard and urgent hotfixes * Align Build and Run teams to ensure fixes are merged into the main release stream and manage dependencies with WebOps * Track service KPIs/SLAs and drive observability and performance initiatives, especially for peak traffic events
Required skills * Proven Experience as a Service Delivery Manager * Experience with Adobe Commerce or other eCommerce platforms is highly desired * A solid understanding of eCommerce operations, including catalogs, pricing, checkout, payments, and order lifecycles * Solid ITSM/ITIL practice with ServiceNow, and working knowledge of CI/CD and release management * Ability to easily find common ground with different technical specialists, like dev teams (Build/Run) and WebOps * Ability to stay focused, customer-oriented, and lead the team confidently during critical website issues. * Strong organizational skills to keep track of tasks, smooth out conflicts between teams, and get things done
We’ll provide you * Dynamic and friendly team environment * Interesting international projects that use advanced and cutting-edge technologies * Competitive salary and comfortable working conditions * Free English classes
