Service Manager - Web & eCommerce (5-18 yrs)

We are looking for a Service Manager - Web & eCommerce who will be responsible for managing and optimizing web and eCommerce services. The role involves ensuring availability, performance, scalability, and security while driving continuous service improvements. The ideal candidate should have a strong background in IT Service Management (ITSM), eCommerce platforms, and cloud-based integrations.

Key Responsibilities :

Service Delivery & IT Operations :

- Oversee the day-to-day service operations for web & eCommerce platforms.

- Ensure seamless execution of IT Service Management processes for high-quality service delivery.

- Manage incidents, service requests, and problem resolution to minimize business impact.

- Monitor SLA, OLA, and KPI performance, ensuring proactive issue resolution.

Platform & Integration Management :

- Manage Salesforce B2B Commerce, Adobe Experience Manager (AEM), and SAP integrations.

- Oversee API integrations, Mulesoft maintenance, and Azure DevOps deployments.

- Handle release management from development to production environments.

Process Optimization & Compliance :

- Ensure adherence to ITSM, ITIL, COBIT, and DevOps best practices.

- Maintain compliance with security and governance policies.

- Automate service processes where feasible for efficiency and scalability.

Stakeholder & Vendor Management :

- Collaborate with internal teams, business stakeholders, and third-party vendors.

- Review contracts, SOWs, and vendor performance to ensure service quality.

- Act as a Service Subject Matter Expert, advocating best practices across teams.

Required Qualifications & Experience :

Education : Bachelor's/Master's degree in IT, Computer Science, or related field.

Experience :

- 5+ years in IT Service Management, eCommerce Operations, or Web Services.

- Strong expertise in Salesforce B2B Commerce, CMS, AEM, SAP Integration, and Mulesoft.

- Experience with Webpages in environments like Sharepoint, Wordpress and Unbounce.

Technical Skills :

- ITIL v3/v4, ITSM, COBIT, DevOps methodologies.

- Expertise in Azure DevOps, API integrations, and eCommerce platforms.

- Experience with Adobe Analytics, user setup, and dashboard management.

Soft Skills :

- Strong communication & stakeholder management skills.

- Ability to work in cross-functional, global teams.

- Excellent problem-solving & process improvement mindset.