About this role
WE ARE HIRING: Technical Service Delivery Manager (E-Commerce)
Location: Katunayake, Sri Lanka
Employment Type: Full-Time
Work Arrangement: Remote (US Working Hours)
Industry: Apparel Manufacturing & E-Commerce Technology
About the Role
Our client is seeking a dynamic and experienced Technical Service Delivery Manager (E-Commerce) to lead the delivery and support of e-commerce technology services while ensuring seamless coordination between technical teams, business stakeholders, and external partners.
This role is responsible for managing end-to-end technical service delivery, overseeing support operations, driving continuous improvement initiatives, and ensuring the successful execution of system enhancements and technology projects within a fast-paced e-commerce environment.
The ideal candidate will possess strong IT service management expertise, project coordination capabilities, and a passion for optimizing business processes through technology.
Key Responsibilities
-
Service Delivery & Operations
-
Oversee end-to-end e-commerce technical service delivery and ensure timely resolution of support requests, incidents, and system enhancements.
-
Manage service desk operations, including ticket intake, prioritization, escalation, and SLA compliance.
-
Monitor service performance and ensure delivery standards are maintained.
-
Drive continuous improvement initiatives to enhance service quality and operational efficiency.
-
Technical Coordination & Project Management
-
Coordinate technical development activities across support, software development, QA, and external vendor teams.
-
Manage project timelines, resource allocation, delivery priorities, and team capacity.
-
Ensure adherence to SDLC standards and technical governance requirements.
-
Collaborate with stakeholders to translate business requirements into effective technology solutions.
-
Change & Release Management
-
Lead change management and release management activities.
-
Ensure appropriate testing, quality assurance, user acceptance, and successful deployments.
-
Coordinate release schedules and communicate changes to relevant stakeholders.
-
Minimize operational disruptions through effective release planning.
-
Workflow & Service Management
-
Manage and maintain service delivery workflows through service management and project tracking platforms.
-
Ensure effective issue tracking, accountability, communication, and status reporting.
-
Maintain accurate service documentation and operational records.
-
Compliance & Stakeholder Engagement
-
Coordinate website accessibility compliance initiatives, including ADA and WCAG requirements.
-
Ensure compliance requirements are integrated into development and release processes.
-
Conduct stakeholder reviews and provide regular performance and project updates to management.
-
Build strong relationships with business users, technical teams, and leadership stakeholders.
-
Reporting & Continuous Improvement
-
Monitor and analyze operational KPIs and service delivery metrics.
-
Prepare service reports, performance dashboards, and management updates.
-
Identify opportunities to streamline processes and improve customer experience.
-
Drive operational excellence through structured improvement initiatives.
Requirements
-
Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
-
Minimum 5 years of experience in IT, including at least 3 years in IT Service Management, Technical Support, or Software Development.
-
Strong understanding of ITIL best practices, including:
-
Incident Management
-
Service Request Management
-
Problem Management
-
Change Management
-
Service Level Management
-
Sound knowledge of Software Development Life Cycle (SDLC), Agile/Scrum methodologies, software testing, and release management.
-
Hands-on experience with IT Service Management tools such as:
-
Jira Service Management
-
ServiceNow
-
Deskpro
-
Similar service management platforms
-
Experience using project and workflow management tools such as Asana or Jira.
-
Experience managing SLAs, service delivery KPIs, resource planning, and technical support operations.
-
Strong analytical, organizational, problem-solving, and stakeholder management skills.
-
Excellent written and verbal communication skills in English.
-
Ability to work effectively with cross-functional and multinational teams.
-
Flexibility to work remotely during US business hours.
-
Added Advantages
-
ITIL Certification.
-
Experience working with e-commerce platforms, particularly Shopify.
-
Exposure to digital commerce operations and customer-facing technology environments.
-
Experience supporting accessibility compliance and digital transformation initiatives.
-
Ready to take your career to new heights?
-
We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you!
-
Our client is looking for a skilled individual to fill the role of Technical Service Delivery Manager (E-Commerce).
-
Apply now and see how you can be the perfect fit for this exclusive position!