D2C Commerce Solutions Manager

Dynamic, motivated and showing strong capabilities to lead others, you have 5+ years of experience in managing service delivery in the digital space. You will be working in close collaboration with the European Marketing organisation to ensure our digital platforms meet business needs. Your natural leadership skill will allow you to oversee several key functions within the IT department and external suppliers that enable the delivery of high-quality service to the business stakeholders. Demonstrating strong analytical skills and problem-solving techniques you will be in charge to optimise and strengthen delivery and maintenance processes that ensure performance, reliability and security of our digital platform ecosystem.
You will be owning the service delivery responsibility of the European Brand Web sites platform and its ecosystem by reviewing current implementations and processes, propose improvements, leading an ongoing process of metric-driven optimisation and ensure that your specialist knowledge is shared throughout the organization.
This role is pivotal in driving quality in the direct to consumer space and executing the wider digital strategy across Europe to ensure maximal consumer experience. Working as part of the IT Marketing Solutions team, this role supports the day-to-day web site/digital platform content management needs; working with the European Marketing stakeholders in executing the Digital Strategy across Europe and working closely with service suppliers to carry out optimisations, performance, scalability, reliability and security.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Maintain high performing service support functions of the European digital platforms and its ecosystem which support the Electrolux direct to consumer experience.
· Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
· As owner of the escalation process the you will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
· Responsible for system monitoring and teams’ performance measurement to ensure methodologies and procedures are in place and followed.
· Champion service and support in projects and develops a strong understanding of projects impacting your service area and ensures service impact is minimised and agreed.
· Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
· Drives internal and third-party service review meetings covering performance, service improvements, quality and processes.
· Delivers excellent presentation and visual support to ensure communication awareness and transparency.
· Leads the corresponding Infrastructure and Application Operations teams to continually improve the hosting environment ensuring high standards for proactive maintenance, ecosystem performance and security.
· Drives Infrastructure Operations, Application Operations, Application Development and any other third-party teams to ensure speed and efficiency in incident resolution.
· Ensures that patching and anti-virus updates are carried out promptly and effectively.
· Makes recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
· Demonstrates strong leadership and teamworking skills as well as excellent communication and computer skills.
· Determines ways to reduce costs without sacrificing customer satisfaction.
· Assesses customer feedback and uses creativity to establish, improve, and refine services.
POSITION REQUIREMENTS
Please note we have identified an Internal candidate for this position and you are only eligible to apply if you have are employed or have been employed at Electrolux.
· Bachelor’s Degree in Information Systems, Mathematics/Statistics, Software Engineering, or other technical field.
· Strong experience in customer service, project management, quality control skills and a passion for service improvement.
· Excellent understanding of high availability web-based systems, infrastructure operations and application operations.
· Good resource planning skills.
· Excellent leadership skills and self-motivated able to take responsibilities.
· Solid experience with Microsoft Azure cloud hosting infrastructure operations and application operations.
· Experience of using Akamai web performance technologies in high-traffic environments. The corresponding certification is a plus.
· Experience of using Akamai web security technologies in high-traffic environments. The corresponding certification is a plus.
· Ability to work under pressure and meets deadlines.
· Ability to work either in a full Agile ecosystem heavily Scrum methodology oriented or using traditional methodologies.
· Demonstrate a high degree of flexibility including shift and out of hours working.
· Proven experience with the following collaboration tooling: Atlassian JIRA & Confluence, Service Now, Microsoft Office 365.
· An advocate for Test Driven Development, Continuous Improvement, Continuous Integration, Delivery and other general good practices.
· Advanced interpersonal, communication and presentation skills.