Technical Service Delivery Manager (E - Commerce)
About the role
The Technical Service Delivery Manager (E-Commerce) at Star, a Komar company, 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. The position requires strong experience in IT service management, technical support, or software development, and a solid understanding of ITIL and SDLC methodologies. The company is a world-class apparel sourcing, design, and manufacturing organization focused on technical innovation and customer service. Applicants are required to work remotely on USA hours and must be flexible with their working hours.
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
- Agile
- Asana
- E-commerce
- ITIL
- Jira
- Scrum
- SDLC
- ServiceNow
- Shopify
Highlights
Applicants must work remotely on USA hours and be flexible with working hours. Applications should be sent to chamini@star.lk within 7 days of the advertisement, including a complete resume with names and contact details of two non-related referees. The company is located in Katunayake, Sri Lanka.
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