Technology Platform & Service Delivery Director

Metyis AG; Amsterdam; On-site; EUR 180,000 - 240,000; Full time

Job summary

Metyis AG is seeking a Technology Platform & Service Delivery Director to lead end-to-end technology service delivery from Amsterdam or Porto. You will oversee IT operations across enterprise platforms, digital commerce, and cloud-based solutions, aligning with client needs and business goals.

This senior role requires strong ITIL governance, multi-vendor management, and a track record of improving operational efficiency in a global environment.

Qualifications

• 12–15 years of proven experience in technology service delivery, GCC, E-commerce, IT operations, or managed services.
• Strong ITIL-based service management practices including incident, problem, change, and governance.
• Proven track record in SLA-driven tech operations within complex enterprise environments.
• Hands-on or oversight experience managing enterprise platforms and digital/e-commerce tech environments.
• Experience working with senior stakeholders and strong client-facing communication.
• Solid understanding of application, platform, cloud, infrastructure, and managed service models.
• Experience supporting enterprise platforms such as e-commerce, CRM, ERP, digital customer platforms, APIs, middleware, or cloud-native apps.
• Experience delivering services for digital commerce, customer-facing platforms, or omnichannel operations.
• Experience in Global Business Services (GBS), GCCs, Shared Services, or global managed services organizations.
• Designing or scaling technology service delivery functions and operating models.
• Driving automation and operational efficiency using metrics and service insights.
• Managing multi-vendor environments and strategic technology partners.
• Familiarity with ITSM tools and service reporting frameworks.
• Experience in GCCs or global enterprise platform operations.
• Familiarity with platform-centric operating models and e-commerce architectures.
• Exposure to Salesforce, SAP, Adobe Commerce/SAP Commerce Cloud, Microsoft Dynamics, ServiceNow.
• Fluent English; additional languages a plus.
• Strong analytical, organizational, and leadership skills for international environments.

Responsibilities

• Own and manage end-to-end technology service delivery within the GBS environment, ensuring stable, efficient, SLA-driven IT operations across enterprise platforms, digital commerce ecosystems, infrastructure, and vendor-managed services.
• Oversee integrated technology services, coordinating delivery across internal teams, external vendors, and client technology functions while ensuring alignment with business requirements.
• Lead operational delivery and continuous improvement of platforms including digital commerce, CRM, ERP, cloud solutions, ensuring high availability and scale.
• Ensure operational stability and evolution for enterprise platforms and digital commerce systems.
• Lead IT service management processes (incident, request, problem, change, escalation) for service stability and SLA compliance.
• Manage lifecycle of digital platforms and e-commerce ecosystems across markets, delivering strong customer experience.
• Interface with client IT and business stakeholders; run governance meetings, service reviews, executive reporting, escalations.
• Monitor and improve service performance via KPIs, SLAs, OLAs, dashboards, service health metrics; drive data-driven decisions.
• Identify and drive automation and efficiency improvements with service metrics and insights.
• Support transition/onboarding of new services into GBS; contribute to standardizing service management practices across clients.
• Contribute to evolution of Technology operating model; establish governance frameworks and scalable support structures.
• Build operational capability for modern platform operations and scalable e-commerce infrastructure.
• Collaborate with cross-functional teams to ensure services support growth and customer experience objectives.
• Mentor and develop technology service capabilities; contribute to future team design and hiring.

Skills

ITIL governance

SLA management

Vendor management

Stakeholder management

Cross-functional leadership

IT operations

Automation

Multi-vendor environments

Data-driven decision making

Education

Bachelor/Master in IT, CS, Engineering

Tools

Salesforce

SAP

Adobe Commerce

SAP Commerce Cloud

ServiceNow

Microsoft Dynamics

Job description

Metyis is growing! We are looking for a Technology Platform & Service Delivery Director with 12 to 15 years of experience to join our Technology team either in Amsterdam or in Porto.

Who we are

Metyis is a global and forward-thinking firm operating across a wide range of industries, developing and delivering AI & Data, Digital Commerce, Marketing & Design solutions and Advisory services. At Metyis, our long-term partnership model brings long-lasting impact and growth to our business partners and clients through extensive execution capabilities.

With our team, you can experience a collaborative environment with highly skilled multidisciplinary experts, where everyone has room to build bigger and bolder ideas. Being part of Metyis means you can speak your mind and be creative with your knowledge. Imagine the things you can achieve with a team that encourages you to be the best version of yourself.

We are Metyis. Partners for Impact.

What we offer

• Interact with senior clients on regular basis to drive their business towards impactful change

• Contribute to creating new business solutions via data-driven insights

• Seize opportunities at the client and at Metyis in our entrepreneurial environment

• Become part of a fast-growing international and diverse team

What you will do

• Own and manage end-to-end technology service delivery within the GBS environment, ensuring stable, efficient, and SLA-driven IT operations across enterprise platforms, digital commerce/e-commerce ecosystems, infrastructure, and vendor-managed services

• Oversee integrated technology services, coordinating delivery across internal teams, external vendors, and client technology functions while ensuring alignment with business requirements

• Lead the operational delivery and continuous improvement of enterprise technology platforms, including digital commerce, customer-facing applications, CRM, ERP, and cloud-based solutions, ensuring high availability, scalability, and business continuity

• Ensure operational stability and continuous evolution for enterprise platforms and digital commerce systems

• Lead IT service management processes, including incident, request, problem, change, and escalation management, ensuring service stability and SLA compliance

• Manage the operational lifecycle of digital platforms and e-commerce ecosystems, ensuring seamless service delivery and an exceptional customer experience across multiple markets

• Act as the primary operational interface for client IT and business stakeholders, leading governance meetings, service reviews, executive reporting, and operational escalations

• Monitor and improve service performance through KPIs, SLAs, OLAs, operational dashboards, and service health metrics, driving data-driven decision making

• Identify and drive automation, operational efficiency, and continuous improvement initiatives using service performance metrics and data-driven insights

• Support the transition and onboarding of new services into the GBS organization while contributing to the standardization of technology service management practices across clients

• Contribute to the evolution of the Technology operating model, helping establish governance frameworks, service management standards, and scalable support structures

• Build operational capability tailored to support modern platform operations and scalable e-commerce infrastructure

• Collaborate with cross-functional business, product, engineering, and digital commerce teams to ensure technology services effectively support business growth and customer experience objectives

• Mentor and support the growth of technology service capabilities, contributing to future team design, hiring, and fostering a culture of operational excellence and accountability

What you´ll bring

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field

• 12- 15 years of proven experience in technology service delivery, GCC, E-commerce, IT operations, application support, infrastructure operations, or managed services

• Strong experience with ITIL-based service management practices, including incident, problem, change, and service governance processes

• Proven track record managing SLA-driven technology operations and delivering high-quality technology services in complex enterprise environments

• Hands-on experience or operational oversight in managing enterprise platforms and/or digital/e-commerce technology environments

• Experience working with senior business and technology stakeholders, with excellent client-facing communication and stakeholder management skills

• Strong understanding of application, platform, cloud, infrastructure, and managed service support models

• Experience supporting enterprise platforms such as e-commerce solutions, CRM, ERP, digital customer platforms, APIs, middleware, or cloud-native applications

• Experience delivering technology services supporting digital commerce, customer-facing platforms, or omnichannel business operations is highly desirable

• Experience working in Global Business Services (GBS), Global Capability Centers (GCCs), Shared Services, or global managed services organizations is highly valued

• Demonstrated experience designing, establishing, or scaling technology service delivery functions and operating models

• Experience driving automation, operational efficiency, and service transformation initiatives using operational metrics and service insights

• Experience managing multi-vendor environments, outsourced service providers, and strategic technology partners within complex global organizations

• Familiarity with ITSM tools, service reporting frameworks, and operational governance models

• Background operating within Global Capability Centers (GCCs) or global enterprise platform operations models

• Familiarity with platform-centric operating models, e-commerce architectures, and digital transaction flows

• Exposure to enterprise technologies such as Salesforce, SAP, Adobe Commerce, SAP Commerce Cloud, Microsoft Dynamics, ServiceNow, or similar enterprise platforms is considered a strong advantage

• Fluent English, both verbal and written; additional languages are a plus

• Strong analytical, organizational, and leadership skills, with the ability to work effectively in international and cross-functional environments

In a changing world, diversity and inclusion are core values for team well-being and performance. At Metyis, we want to welcome and retain all talents, regardless of gender, age, origin or sexual orientation, and irrespective of whether or not they are living with a disability, as each of them has their own experience and identity.