Support Manager (Commerce)

Support Manager/Service Delivery Manager wanted to join our Service Operations teams

The opportunity:

The candidate should have a good technical understanding of ecommerce/ web platforms and how customers utilise these solutions. The role is a combination of support management and team leadership, including liaison with internal technical teams and third parties. You should be able to deal confidently with customers, own and manage incidents, plan workloads & priorities, interact with 3rd parties, analyse / plan workload. Additionally, you will be required to work within the support processes (reporting, SLA’s, incident & problem management etc). A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.

What you’ll get to do:

• Co-ordinate & facilitate the contracted eCommerce service to one or more customers.
• Develop and maintain a good customer relationship.
• Be the primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customer satisfaction remain high.
• Ensure that escalations and communications are managed in line with documented contract standards.
• Ensure all agreed SLAs are met for incidents & service requests.
• Develop and maintain a productive and close working relationship with relevant Account Executives.
• Build appropriate working relationships with any third parties involved in the delivery of in-scope production services to the customer.
• Support the production of weekly and monthly service reports for customers against the agreed targets, SLA\’s, KPI\’s, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost-saving opportunities.
• Conduct regular service reviews on a monthly/quarterly basis.
• Liaise with customers to agree problem priorities and delivery.
• Ensure changes, releases or upgrades to customer production environments are managed effectively and in a timely manner through an agreed change & release management process.
• Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using agreed Problem and Change Management processes.
• Conduct Root Cause Analysis for all Priority 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP).
• Ensure Support Activities are managed within the contracted Support Budget.
• Work with support and development teams to ensure problem fixes are planned into releases and delivered.

What you should have:

• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple projects and priorities effectively.
• Extensive experience in a Support function.
• Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment.
• Extremely results driven, will always go the extra mile to deliver expected results.
• Financially aware and able to contribute to the effective running of the account.
• Clear & concise communication skills – both written and oral.
• Proven track record in building and maintaining strong relationships with customers including working from customer sites when required.
• Strong leadership skills with proven track record of managing, developing, and leading multi-disciplined teams.
• Strong problem-solving, time management, and organizational skills.
• Experience of providing out of hours support for high severity incidents.
• Exposure to “follow the sun” support models.

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.

We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.
We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.
And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

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