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Open nowFirst seen 3 days ago

Technical Service Delivery Manager (E-Commerce)

InTalent Asia784 open roles

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Your applicationOpen nowTechnical Service Delivery Manager (E-Commerce)InTalent Asia

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. InTalent Asia postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 3 days ago

InTalent Asia median: 1 days open

The posting

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!

#InTalentAsia #CareerOpportunity #JobVacancy #TechnicalServiceDeliveryManager #ECommerce #ITServiceManagement #ITIL #ServiceDelivery #Shopify #ProjectManagement #Jira #ServiceNow #DigitalTransformation #RemoteJobs #CareerGrowth #ElevateYourCareer

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