Service Manager (SAP Hybris)

Responsibilities:

• Act as the main point of contact for support services.
• Act as a senior consultant for Regional ITC by providing technical advice and consultation on the eStore platform.
• Clarify each region's requirements for eStore maintenance or enhancement.
• Coordinate with the maintenance team regarding requirements from subs (e. g., predefined solutions, guidelines, bug fixes, and any source code modification within 5 MD).
• Serve as a liaison and primary point of contact between subs/regional ITCs and the maintenance team to evaluate, prioritise and manage all the requests escalated.
• Perform resource allocation and workload assignment according to delivery requirements.
• Develop a work plan for deliverables.
• Ensure that deliverables are achieved beyond client expectations.
• Report delivery status to the client and develop delivery documentation.
• Provide support to respective countries across different time zones.
• Develop his/her own professional learning of SAP Hybris products/technologies and solutions; should be self-motivated to keep himself/herself updated on the latest SAP Hybris products/technologies and solutions.
• Improve consulting skills, application, and implementation expertise in the product and industry.
• Supervise team members to determine how well they function in their jobs on a day-to-day basis.
• Provide coaching and development.

Requirements:

• Bachelor's degree required in computer science or software engineering.
• Must have knowledge of Hybris as well as ticketing tools like JIRA.
• Excellent communication, interpersonal, and problem-solving skills required.
• Should have 7+ years of experience in e-Commerce technologies like SAP Hybris.
• Experience in working with users to define their business requirements.
• 10+ years of experience in managing Operations, out of which 7+ years of experience preferably around e-Commerce technologies such as SAP Hybris
• Should have B2B/B2C domain experience.
• Knowledge of defined Service Level Agreements (SLAs).
• Strong organisational skills, a proven record of making operations efficient, and in-depth knowledge of industry best practices.