Technical Service Delivery Manager (E - Commerce)
About the role
The Technical Service Delivery Manager (E-Commerce) at Star Garments is responsible for overseeing end-to-end e-commerce technical service delivery, ensuring timely resolution of support requests, incidents, and system enhancements. The role involves managing service desk operations, coordinating technical development activities, maintaining service delivery workflows, and leading change and release management activities. Candidates should have a bachelor's degree in a related field, at least 5 years of IT experience, strong knowledge of ITIL and SDLC, and hands-on experience with IT service management tools. The position requires strong analytical, organizational, and communication skills, and the ability to work remotely on USA hours with flexibility.
Must have
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
- Minimum of 5 years’ experience in IT, including at least 3 years in IT service management, technical support, or software development.
- Strong knowledge of the ITIL framework, including incident, service request, problem, change, and service level management.
- Sound understanding of the Software Development Life Cycle (SDLC), Agile/Scrum methodologies, software testing, and release management.
- Hands-on experience with IT service management tools such as Deskpro, Jira Service Management, ServiceNow, or similar platforms.
- Proficiency in project and workflow management tools such as Asana or Jira, including task tracking, reporting, and process automation.
- Experience in managing SLAs, service delivery KPIs, resource allocation, and technical support operations.
- Strong analytical, problem-solving, organizational, and stakeholder management skills.
- Excellent written and verbal communication skills in English, with the ability to coordinate effectively across cross-functional teams.
Nice to have
- ITIL certification and experience with e-commerce platforms, preferably Shopify, will be added advantages.
Technologies
- Accessibility
- Agile
- Asana
- E-commerce
- ITIL
- Jira
- Scrum
- SDLC
- ServiceNow
- Shopify
- WCAG
Highlights
You are required to work remotely on USA hours and must be flexible with your working hours. Applications should be sent to chamini@star.lk within 7 days of the advertisement, including a complete resume and two non-related referees.
Also posted as
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka