E‑Commerce Service Delivery Lead — SLA & Incident Expert

VML Enterprise Solutions; Poznań; On-site; PLN 180,000 - 240,000; Full time

Job summary

A leading technology firm in Poland is seeking a Support Manager to oversee eCommerce services and deliver excellent customer support. You will manage incidents, prioritize workloads, and ensure compliance with SLAs. The ideal candidate has strong leadership skills and extensive support experience, with the ability to work flexible hours. This position offers a full-time B2B contract and opportunities to work with exciting global brands.

Benefits

Salary based on skills

Work equipment provided

Exciting brand collaborations

Qualifications

• Extensive experience in a Support function.
• Strong leadership skills with proven track record of managing multi-disciplined teams.
• Experience of providing out of hours support for high severity incidents.

Responsibilities

• Co-ordinate contracted eCommerce service for customers.
• Develop and maintain customer relationships.
• Ensure that all agreed SLAs are met for incidents and service requests.
• Conduct regular service reviews.
• Manage escalations and communications as per contract standards.

Skills

Excellent communication skills

Strong analytical skills

Leadership skills

Problem-solving skills

Time management

Organizational skills

Tools

ITIL v3

Job description

A leading technology firm in Poland is seeking a Support Manager to oversee eCommerce services and deliver excellent customer support. You will manage incidents, prioritize workloads, and ensure compliance with SLAs. The ideal candidate has strong leadership skills and extensive support experience, with the ability to work flexible hours. This position offers a full-time B2B contract and opportunities to work with exciting global brands.