Signature IT World Inc · 1 day ago
Service Delivery Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
15+ years expSignature IT World Inc is seeking a Service Delivery Manager to oversee digital and eCommerce programs. The role involves managing client relationships, ensuring seamless service delivery, and collaborating with both onshore and offshore teams to meet project objectives and enhance customer satisfaction.
Information Technology & Services
Hiring Manager
Sachin Pokhriyal
Responsibilities
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: o Product Management, Project Management, Content authoring and management, technical production support, Quality Assurance, Development, Business Operations support
Daily work activities will include o Work with customer and Experion onshore and offshore teams and leads to ensure seamless delivery o Proactively engage with customer stakeholders to understand expectations and work with offshore leaders and sales team to drive engagement towards achieving outstanding customer satisfaction o Provide management oversight to entire Experion Team o Maintain daily, weekly checkpoints with customer and Experion team and be on top of milestones, obligations and other business priorities o Mentor Experion delivery team members
Act as a bridge between Onshore clients and Onshore PO/Developers and between Onshore clients and offshore delivery teams, ensuring clear communication and alignment
Build and maintain strong client relationships by understanding their needs and ensuring satisfaction with service delivery
Facilitate regular communication and status updates with clients and stakeholders
Manage onshore delivery teams (Onshore Product Management and Dev teams), ensuring they are aligned with project objectives and roles
Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting
Oversee the onshore execution of eCommerce services, ensuring alignment with agreed service-level agreements (SLAs) and key performance indicators (KPIs)
Collaborate with offshore teams to ensure seamless coordination and consistent service quality
Work closely with offshore teams to monitor progress & resolve issues
Escalate critical issues to the appropriate offshore or leadership teams for prompt resolution
Leads the identification, prioritization, technical development and delivery of features aligned with long-term roadmaps, goals, and objectives
Partners 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 back ground 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
Qualification
Required
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
Daily work activities will include working with customer and Experion onshore and offshore teams and leads to ensure seamless delivery
Proactively engage with customer stakeholders to understand expectations and work with offshore leaders and sales team to drive engagement towards achieving outstanding customer satisfaction
Provide management oversight to entire Experion Team
Maintain daily, weekly checkpoints with customer and Experion team and be on top of milestones, obligations and other business priorities
Mentor Experion delivery team members
Act as a bridge between Onshore clients and Onshore PO/Developers and between Onshore clients and offshore delivery teams, ensuring clear communication and alignment
Build and maintain strong client relationships by understanding their needs and ensuring satisfaction with service delivery
Facilitate regular communication and status updates with clients and stakeholders
Manage onshore delivery teams (Onshore Product Management and Dev teams), ensuring they are aligned with project objectives and roles
Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting
Oversee the onshore execution of eCommerce services, ensuring alignment with agreed service-level agreements (SLAs) and key performance indicators (KPIs)
Collaborate with offshore teams to ensure seamless coordination and consistent service quality
Work closely with offshore teams to monitor progress & resolve issues
Escalate critical issues to the appropriate offshore or leadership teams for prompt resolution
Leads the identification, prioritization, technical development and delivery of features aligned with long-term roadmaps, goals, and objectives
Partners 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
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
Preferred
PMP, PM² or Prince2 certified
Agile Scrum certified
ITIL certified (ITIL V3 or later)
Any cloud foundation certification
Company
Signature IT World Inc
Our Mission is to provide our customers with services and solutions to optimize their information systems throughout their company and provide the best possible service to our employees.
201-500 employees
H1B Sponsorship
Signature IT World Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (5)
2023 (5)
2022 (21)
2021 (14)
Funding
Current Stage
Growth StageCompany data provided by crunchbase