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!

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