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.
THE ROLE 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. THE CANDIDATE Must possess a robust background in service delivery or operations management has successfully 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. THE BENEFITS ?Multiple learning opportunities and Professional Certification Programs
?Working as a part of a Global team in a Multicultural Environment
?Gifted Birthday Leave
?Rewarding Compensation Package
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