eCommerce Customer Support Manager jobs in Boston, MA

Job Title/Role: Service Delivery Manager
Location: Boston, MA
Mandatory Skills: Must have eCommerce background plus deep and practical knowledge of ITIL
Participates in the Program roadmap, rollouts, strategic discussions with internal and customer stakeholders (as and when needed)
Alignment with Program Director/Business Relationship Managers
Maintain overall Program-level view with the current state/progress and achievements
E-Commerce background will be advantage
Review delivery accomplishments Budgeting preparation and controlling
Enable additional support from other HCL CoE/Practices
Track work progress and maintain relationship with other Partners / Vendors / Suppliers
Oversee Delivery Quality and Customer Escalations
Experience of managing large scale digital program (25 Team members)
Ability to comprehend key digital technologies like Cloud, DevOps and e-Commerce.
Strong experience in Retail Domain
Build and maintain the right team to deliver the program/track.
Identify and discuss any observed concerns with Scrum Master(SM)/Product Owner(PO) to assist the team in achieving successful delivery of iteration/PI objectives.
Ensure compliance and reporting as defined for the track (in the long term it will come out of JIRA). Raise queries with respective SMs if issues found.
Advance view of potential risks/escalations and work with SM/PO on Root Cause Analysis, define corrective action and/or remediation/mitigation as appropriate.
Experience in organizational initiatives
Value Creation/OCM/CSAT
Identify learning needs to upskill the team's capabilities.
Management of service delivery performance and compliance through agreed metrics and Service levels
Commercially astute with strong negotiation and management skills to deliver supplier performance.
Ability to communicate effectively across a complex and diverse group of stakeholders.
Deep and practical ITILv3 knowledge and experience
Ability and flexibility to work in a virtual environment across multiple time zones.
Flexibility to work non-standard hours in supporting global production systems.