Key Responsibilities:

End-to-End Service Delivery Management:

• Oversee the entire lifecycle of digital services, from deployment to ongoing operations, ensuring adherence to established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Monitor, analyze, and report on key performance indicators (KPIs) for digital services, identifying trends and areas for improvement.
• Proactively identify and address potential service delivery issues before they impact business operations.

Stakeholder & Customer Relationship Management:

• Serve as the primary point of contact for business stakeholders regarding digital service performance, issues, and new requirements.
• Build and maintain strong, collaborative relationships with internal teams (e.g., Marketing, E-commerce, Data, IT Development, Infrastructure) and external partners.
• Regularly communicate service status, performance reports, and progress on initiatives to all relevant stakeholders.

Incident, Problem, and Change Management:

• Lead the coordination of incident resolution for digital services, ensuring timely and effective communication, root cause analysis, and preventive actions.
• Drive problem management efforts to eliminate recurring incidents and improve overall service stability.
• Manage change requests impacting digital services, ensuring proper planning, communication, testing, and minimal disruption to operations.

Vendor Performance Management:

• Manage relationships and performance of third-party vendors and service providers critical to digital service delivery (e.g., SaaS providers, hosting partners, digital agencies).
• Monitor vendor compliance with contractual obligations and service level agreements, conducting regular performance reviews.

Digital Service Improvement & Optimization:

• Identify opportunities for process improvement, automation, and efficiency gains within digital service operations.
• Champion initiatives to enhance the user experience, reliability, and security of digital platforms and applications.
• Collaborate with technical teams to implement enhancements and new features, ensuring operational readiness.

Reporting & Communication:

• Develop and present comprehensive service performance reports, highlighting achievements, challenges, and actionable insights to senior management.
• Ensure clear, concise, and timely communication during service disruptions or major changes.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5+ years of experience in IT Service Management or Service Delivery, with a significant portion dedicated to digital services, e-commerce platforms, or web/mobile applications.
• Proven experience working in a fast-paced, high-stress digital environment, demonstrating adaptability and resilience.
• Strong understanding of digital technologies, cloud services (SaaS, PaaS), web architectures, and mobile application ecosystems.
• Solid knowledge of IT Service Management (ITSM) frameworks, particularly ITIL methodologies (ITIL certification preferred).
• Exceptional communication skills, both written and verbal, with the ability to articulate complex technical information to non-technical stakeholders.
• Demonstrated ability to build strong relationships and influence cross-functional teams.
• Excellent problem-solving, analytical, and organizational skills.
• Experience with service desk tools (e.g., ServiceNow, Jira Service Desk) and performance monitoring tools is a plus.
• A customer-centric mindset with a strong commitment to service excellence.