Service Manager (SAP Hybris)

Responsibilities:
Act as the main point of contact for support services.
Act as a senior consultant for Regional ITC by providing technical advice and consultation on the eStore platform.
Clarify each region's requirements for eStore maintenance or enhancement.
Coordinate with the maintenance team regarding requirements from subs (e. g., predefined solutions, guidelines, bug fixes, and any source code modification within 5 MD).
Serve as a liaison and primary point of contact between subs/regional ITCs and the maintenance team to evaluate, prioritise and manage all the requests escalated.
Perform resource allocation and workload assignment according to delivery requirements.
Develop a work plan for deliverables.
Ensure that deliverables are achieved beyond client expectations.
Report delivery status to the client and develop delivery documentation.
Provide support to respective countries across different time zones.
Develop his/her own professional learning of SAP Hybris products/technologies and solutions; should be self-motivated to keep himself/herself updated on the latest SAP Hybris products/technologies and solutions.
Improve consulting skills, application, and implementation expertise in the product and industry.
Supervise team members to determine how well they function in their jobs on a day-to-day basis.
Provide coaching and development.
Requirements:
Bachelor's degree required in computer science or software engineering.
Must have knowledge of Hybris as well as ticketing tools like JIRA.
Excellent communication, interpersonal, and problem-solving skills required.
Should have 7+ years of experience in e-Commerce technologies like SAP Hybris.
Experience in working with users to define their business requirements.
10+ years of experience in managing Operations, out of which 7+ years of experience preferably around e-Commerce technologies such as SAP Hybris
Should have B2B/B2C domain experience.
Knowledge of defined Service Level Agreements (SLAs).
Strong organisational skills, a proven record of making operations efficient, and in-depth knowledge of industry best practices.

Experience
9-12 yrs