Opdrachtomschrijving

Are you an experienced professional in service operations with a strong background in eCommerce? We are seeking a Temporary Service Operations Manager to oversee the support processes and operations for all global digital products and platform applications, including our global omnichannel eCommerce platform.

In this challenging role, you will be responsible for the following

Key Responsibilities
- 24/7 Support and Operations Management: Be responsible for the (24/7) support processes and operations for all global digital products and platform applications.
- Quality Monitoring and Management: Continuously monitor and manage the quality of applications in production, proactively address issues, and coordinate quick resolution with all necessary solution partners.
- Stakeholder Communication: Coordinate communication and reporting on the availability and performance of applications to all relevant stakeholders.
- Incident Coordination: Lead the coordination of urgent Priority 1 incidents, from information gathering to problem-solving, with relevant solution partners (1st, 2nd, and 3rd line) and business stakeholders.
- Service and Change Management: Align service operations and change management into a culture of clear processes for continuous improvement.
- Team Management: Manage our 1st line 24/7 support team and 2nd line Service Operations Team, including front-end developers, back-end developers, functional testers, and test automation engineers, combining both internal and external resources.
it Management: Manage, coordinate, and control in-house and third-party assessments and audits (e.g., security, performance, PCI, and other compliances) and implement required improvements.
- Global Synergies: Manage, coordinate, control, and deliver corporate global synergies throughout the full platform.
- Service Operations Backlog: Own and manage the Service Operations Backlog (Continuous Improvement backlog) and prioritize improvements and new features with feature teams using Kanban.
- Incremental Improvements: Deliver improvements incrementally in four-weekly Kanban sprints, on schedule and within budget.
- Stakeholder Negotiations: Negotiate trade-offs with business and technical stakeholders of the eCommerce team.
- Seamless Handover: Internally deliver and seamlessly hand over completed improvements to the corresponding feature teams.
- SLA Management: Manage, report, and maintain active SLAs of the eCommerce platform.
- Performance Reporting: Report on service performance on a monthly and quarterly basis to internal and external stakeholders (e.g., service desk tickets, issues, SLA reporting, platform KPIs).
- Process Improvement: Work closely with the support team to enhance service-oriented processes like incident and problem management.

Requirements: 
- Proven experience in service operations, preferably in a global eCommerce environment.
- Strong understanding of eCommerce platforms and related technologies.
- Excellent communication and coordination skills.
- Experience with incident management and problem-solving.
- Familiarity with service management frameworks and methodologies (e.g., ITIL, Kanban).
- Ability to work in a fast-paced and dynamic environment.
- Strong leadership skills with experience managing cross-functional teams.
- Knowledge of compliance and audit processes related to eCommerce.