Globant's Commerce Studio helps organizations create best-in-class commerce-enabled experiences, with engineering and design at its core. The goal is to meet the demands of tomorrow's customers, leveraging long-standing expertise with large and complex commerce transformations in both B2B, B2C and D2C domains.
As an award-winning partner of enterprise-class platforms: Salesforce Commerce Cloud, Adobe Magento Commerce, and other API first, Headless Commerce surround solutions, we help clients create a competitive advantage with commerce at its core.
Our mission is to empower companies to succeed and thrive in the ever-changing digital landscape by building best-in-class future-ready digital commerce solutions globally.
Job Description Monitor and optimize service delivery performance: Track key metrics,identify areas for improvement,and implement initiatives to drive service quality and efficiency. Own critical incidents: Take ownership of complex issues,coordinate resolution efforts,and ensure effective communication with stakeholders throughout the process. Develop deep understanding of service delivery: Analyze projects and processes to gain insights into scope,challenges,and potential optimization opportunities. Lead service improvement initiatives: Design and implement strategies to enhance service delivery,including automation,runbook creation,and L3 collaboration. Optimize the L2 support team: Implement a shared services model through cross-skilling and training,leading to cost savings and improved resource utilization. Foster continuous improvement: Analyze internal and external processes to identify and implement strategies for service delivery optimization. Drive accountability and ownership: Ensure the L2 support team meets service level agreements (SLAs) and customer expectations,proactively driving future demand. Collaborate with stakeholders: Maintain effective communication and collaboration with internal teams (L3 support,network,development) and external vendors. Qualifications Must possess a robust background in service delivery or operations management hassuccessfully contributed to the establishment of a managed services team for an international company. Proven track record of successfully optimizing service delivery processes. Strong understanding of IT service management frameworks (ITIL,ITSM). Excellent analytical,problem-solving,and decision-making skills. Proven ability to lead and motivate a team. Strong communication and interpersonal skills. Experience with cross-skilling and training teams. Experience with automation tools and runbook creation a plus. Additional Information Multiple learning opportunities and Professional Certification Programs
Working as a part of a Global team in a Multicultural Environment
