Company Profile :

Our client is a leading global provider of technology driven talent and Tech solutions, delivering technology-driven staffing, business services and managed workforce diverse industries.

The organization specializes in helping enterprises build agile, scalable, and future-ready solutions through AI-enabled talent acquisition, workforce management, and digital HR solutions.

With a strong international presence, it supports organizations in optimizing workforce productivity, improving operational efficiency, and accelerating business growth.

The organization serves diverse sectors including BFSI, Retail, Telecommunications, Manufacturing, Information Technology, Global Capability Centres (GCCs), Healthcare, and other key industries, helping clients accelerate growth, improve operational efficiency, and drive business transformation.

Job Profile : Service Manager.

Location : Gurgaon, India.

Work Mode : Work from office (WFO).

Preferred experience : 10+ years.

The Role :

We are seeking an experienced Service Manager to lead the operational support and service delivery for the global SAP Hybris eCommerce platform.

The role will be responsible for managing regional L2/L3 support teams, ensuring high-quality service delivery, coordinating enhancement requests, driving operational excellence, and acting as the primary technical liaison between regional IT teams and global maintenance teams.

The ideal candidate should possess strong SAP Hybris expertise, service management experience, and leadership capabilities in managing global eCommerce operations.

Responsibilities :

- Main point of contact for support service.

- Act as senior consultant for Regional ITC by providing technical advice and consultation on eStore platform.

- Clarify each regions requirement for eStore maintenance or enhancement.

- Co-ordinated with maintenance team regarding requirements from Subs.

- Perform resource allocation and workload assignment according to delivery requirement.

- Develop work plan for deliverables.

- Ensure that deliverables are achieved beyond client expectation.

- Report delivery status to client and develop delivery documentations.

- Provide support to respective countries during different time zones.

- Develop own professional learning of SAP Hybris products/technologies and solutions, should be self-motivated to keep himself/herself updated on latest SAP Hybris product/ technologies and Solutions.

- Improve consulting skills, application and implementation expertise in the product and industry.

- Supervise team members to determine how well they function in their jobs on a day-to-day basis.

- Provide coaching & development.

Must Have Qualifications :

- Minimum 10 years of experience in managing Operations, out of which 7+ years of experience preferably around e-Commerce technologies such as SAP Hybris.

- Strong experience managing SAP Hybris Commerce (B2B & B2C) applications.

- Experience leading L2/L3 Application Support and Production Support teams.

- Experience with B2B/ B2C domain.

- Strong understanding of Incident Management, Problem Management, Change Management, and Release Management.

- Experience managing Service Level Agreements (SLAs), KPIs, and operational governance.

- Hands-on experience with JIRA or similar IT ticketing tools.

- Strong resource planning, workload allocation, and service delivery management skills.

- Experience working directly with business users to gather and analyze requirements.

- Strong knowledge of SAP Hybris architecture, maintenance, and platform support.

- Experience with monitoring tools and application performance management.

- Experience leading geographically distributed teams.

- Experience in technical troubleshooting, issue resolution, Root Cause Analysis (RCA), and production support.

Preferred Qualifications :

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

- Experience coordinating with global stakeholders and distributed technical teams.

- SAP Hybris/SAP Commerce certification is preferred.

- Exposure to ITIL processes and IT Service Management (ITSM) frameworks.

- Excellent communication, stakeholder management, and leadership skills.