Service Delivery Manager (commerce)

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

Service Delivery Manager required to join our Service Operations team in Portugal

A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.

The opportunity:

Service Delivery Manager is needed with proven experience in service delivery for a high-profile customer’s web site. The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role combines support management and team leadership, including liaison with internal technical teams and third parties.

You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA’s, incident & problem management etc).

What you’ll be doing:

• Co-ordinate & facilitate the contracted eCommerce service to one or more customers
• Ensure that escalations and communications are managed in line with documented contract standards
• Develop and maintain good customer relationships with the support of the Account Manager.
• To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customers satisfaction remain high
• Ensure all agreed SLAs are met for incidents & service requests
• Develop and maintain a productive and close working relationship with relevant Account Executives
• Build appropriate working relationships with any third party’s involved in the delivery of in scope production services to the customer
• Produce weekly and monthly service reports for customers against the agreed targets, SLA’s, KPI’s, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities
• Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities
• Conduct regular service reviews on a monthly/quarterly basis
• Liaise with customers to agree problem priorities and delivery
• Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
• Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes
• Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)
• Ensure Support Activities managed within contracted Support Budget
• Work with support and development teams to ensure problem fixes are planned into releases and delivered

Governance:

• Accountability for successful adoption and implementation for all WTC Service Governance processes within their client base and contribute to the ongoing improvements to our processes.
• Provides support and management of technical Change and Transition control within on behalf of the customer’s service.
• Is responsible for and contributes to the Service Governance Framework that ensures the timely, stakeholder lead, and accurate production of weekly and monthly service reports measuring customers Service Performance targets.

Supporting activities:

• Undertakes Service Transition & operational readiness activity within WTC for new products and services in aligned clients and may be requested to support new client engagements.
• Build and manage appropriate working relationships with WTC partners involved in the delivery of services to the client using the appropriate Supplier Relationship Management methods.
• Contribute and support to the Senior Service Delivery Manager to ensure Support Activities and Resourcing are managed within contracted Support Budget and contribute to the account P&L
• Participate in the oncall escalation rota as required
• Contributes to the maintenance of the Service Catalogue and responsible for ensuring this is accurate.

Leadership & Influencing:

• Provides leadership, guidance and mentoring to Service Delivery operations professionals where needed covering all elements of Service promoting operational excellence and control via the adoption of industry lead Service Management principles and practices.
• Builds and maintains critical relationships with internal and external stakeholders
• Provide support to the Account Managers and Delivery Teams where needed to influence tactical decision making and contribute to strategic value streams relating to account growth.
• Contribute to cross functional continuous improvement of products, services, and dependencies where beneficial to our clients within WTC.

Management information:

• Create and ensure the distribution of monthly client management information packs highlighting, Service performance (KPI’s, SLA’s, Business Outcomes), Escalations, Business demand, Risks, Continual Improvements, and Client Satisfaction using a blend of qualitative and quantitative data.
• Implement continual improvement activities on client services
• Baselines and drives customer satisfaction surveys and improvements for the client base working cross functionally to deliver
• Provide Management information to the Senior SDM on overall account health for wider visibility an awareness within WTC.

Successful candidates will understand the processes, architecture and issues around deploying solutions in a web multi-tiered environment.

What we want from you:

• Extensive experience in a Support function
• Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment
• The ideal candidate will have experience with commerce environments
• Extremely results driven, will always go the extra mile to deliver expected result
• Financially aware and able to contribute to the effective running of the account.
• Clear & concise communication skills – both written and oral
• Proven track record in building and maintaining strong relationships with customers including working from customer sites when required
• Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams
• Strong problem solving, time management and organizational skills
• Experience of providing out of hours support for high severity incidents
• Exposure to “follow the sun” support models

If you know some of this, even better:

• Linux, Unix, Windows operating systems
• Adobe, HCL, SAP, Salesforce commerce platforms
• CQ5, Bootstrap, SASS, CSS, JavaScript, jQuery, AngularJS, Java, J2EE, MySQL, Maven, SPRING MVC, REST web services
• Hosted environments
• Exposure to software development environments
• Exposure to Java/J2EE and web technologies

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

We offer a great benefits package including hybrid working that works for everyone, social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.

Our personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution’s culture to life through the actions we all take every day:

• Connect Meaningfully
• Inspire Creatively
• Include Purposefully
• Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That’s why we look for people who go beyond and always push our thinking to be better than yesterday.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

In our Lisbon or Porto office, you’ll join a team of other specialists who are always ready to help each other. The team is part of our Enterprise Solutions network and works in coordination with our Local and EMEA client leads.

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At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization-creators, doers, innovators, makers, and thinkers-who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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