Global Tech Platform & Service Delivery Director

Metyis

Porto

On-site

EUR 120,000 - 190,000

Full time

10 days ago

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Job summary

Metyis is seeking a Technology Platform & Service Delivery Director with 12–15 years’ experience to join the Technology team in Porto or Amsterdam. You will own end-to-end technology service delivery across enterprise platforms, digital commerce ecosystems, and cloud-based solutions, coordinating with internal teams and external vendors to ensure stability, scalability and SLA compliance.

Lead IT service management, drive automation, and partner with senior stakeholders to evolve the technology

Qualifications

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

Responsibilities

Own and manage end-to-end technology service delivery within the GBS environment, ensuring stable, 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