We seek a motivated Service Delivery Manager to support our content for the Americas Zone.
The content Domain consists in 3 pillars:
- Content Creative with Adobe Workfront as a technology
- Content Management (OPERA) with Salsify (Product Information management) and OpenText (Digital Asset Management)
- Content experience (all the non-e-commerce websites, SiteCore as a technology).
The individual will be responsible for operations and support of multiple Brands operational systems across divisions in the US, Canada, and Latin America, ensuring SLA compliance, regular reporting, and process improvements in collaboration with our support vendors, business partners and other IT teams (Americas or global)
Responsibilities
- Serve as main support contact within Website Factory Zone IT team, OPERA and Adobe Workfront
- Daily review of SNOW incident and enhancement queue; work with the support vendors on prioritizing tickets and ensure necessary information is provided as well as timeline and quality delivery
- In partnership with Technical Architects identify Implementation risks as early as possible, communicate them to the involved parties and facilitate their mitigation
- Ensure timely communication and alerts to the IT and Business stakeholders
- Manage support vendors, as well as the internal teams, on support and project delivery including requirement analysis, system design, coding, QA, deployment and maintenance according to Program standard process, SLA, KPI and best practices
- Coordinate integration with 3rd party vendors
- Track, report on, and actively manage/triage critical incidents (such as site outage), including working with Development and Infrastructure teams on resolution
- Stay informed on new digital solution trends and contribute to IT digital strategy and governance development
- Share best practices and contribute to process framework to the global Website Factory initiative. Collaborate with other Zones.
Core Competencies/Professional Requirements
- 3-5+ years of experience managing operations and support for multiple websites/digital properties solutions.
- Strong IT vendor management, both onshore and offshore, expertise is a must
- Ability to interact effectively with internal Business teams, at different levels of the organization, while understanding cultural differences
- Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects
- Ability to successfully function in a fast-paced, deadline-driven environment is a must
- Strong problem-solving skills, ability to propose and execute out-of-the-box solutions
- Experience in analysis and documentation of technical requirements to ensure they adhere to the company Governance and Architecture standards
- Technology assessment and evaluation skills
- Experience in retail industry is preferred
- Business analysis skills
- Bachelor’s degree required
- People management experience a plus
Technical/Professional Requirements
- Sitecore, Salsify, OpenText, or any other CMS, PIM, DAM platform
- Systems integration – WebService, Batch, EDI, sFTP
- Understanding of HTML, CSS, JavaScript
- Exposure to CRM integration and affiliate marketing tools
- Familiarity with ServiceNow and Atlassian tools such as BitBucket and Confluence
- General understanding of source control systems
- Cross-Browser testing/functionality, understanding of best QA practices (manual and automated)
- Exposure to mobile, omni-channel technology tools and principles around responsive design, hybrid applications, mobile applications
- Microsoft Office applications -- Office Suite (Project, PowerPoint, Excel, Word, Visio)
