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 B2 B, B2 C and D2 C 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 managementhas 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 Dare to be different!