D2C Service Delivery Manager
IT
Full Time
Stockholm, Sweden
2022-01-30

GO FURTHER TO DELIVER BETTER

By creating desirable solutions and great experiences that enrich people’s daily lives and the health of our planet, we want to be a driving force in delivering enjoyable and sustainable living. We go to work every day determined to shape living for the better – for our customers and for the health of our planet.

For that, we employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.

You will be based in Stockholm in a modern office setting in our multinational and diverse HQ and the position will require travel from time to time

Our Direct-to-Consumer IT solutions team is focused on a journey to deliver a best-in-class e-commerce solution by leveraging the channel as a new competitive edge for Electrolux.

The ideal candidate will be team responsible for the overall delivery of the D2C Ecommerce solution application support and maintenance services for Business Area Europe.  You will be expected to ensure successful delivery of application maintenance services towards the agreed business area towards the D2C business stakeholders. 

As a Service Delivery Manager, you are the primary operational contact for all matters related to support and that required forums are established as required with key D2C stakeholder, ensuring a high level of delivery and stable SAP CX platform.

Currently we have two Ecommerce solutions/platforms and the expectation is that you as a candidate can manage the delivery of both towards the D2C business stakeholders.

Success in the position requires you to have high service focus and a strong consumer experience mindset. You are acting with high sense of urgency, prioritize according to business impact and take the level of ownership required. You are also driving continuous improvement in support operations joint service delivery partners and internal IT teams.

Tasks:
Reporting to the D2C Commerce Solutions Manager (Functionally) and Head of Application & Infrastructure Support (Operationally), your following responsibilities will be to:
·  Monitor and ensure the successful delivery of services in accordance with the terms of the Application availability, health & services connected to the solution.
·  Monitor and ensure the successful delivery of services in accordance with the terms of the D2C Business KPIs and requirements of running an ecommerce solution.
·  Be the key point of contact for the assigned Business Area for SAP Application Support
·  Manage escalations from key D2C business and IT stakeholders and make sure such are prioritized and addressed appropriately.  When required, is taking ownership in driving progress for complex problems resolution with high priority.
·  Manage operational support forums with BA Europe for key D2C Business & IT stakeholders including any required communications versus Business and IT stakeholders.
·  Assess incidents/bugs to ensure it is relevant otherwise routed towards the D2C Advanced CI team for development.
·  Collaborate & lead (from time-to-time) remote support team(s) from our vendors.
·  Involve & support with regular deployment and release management of incidents/bugs to various tenants (TEST, STAGE & PRODUCTION). Ensuring to manage the communication around this towards all D2C Business & IT stakeholders.
·  Proactively participate in the team and engage with various business stakeholders to discover and deliver on issues, improvements, and general quality.

It is important that candidate appreciate the challenge of being a cornerstone in the digital transformation of Electrolux technically. This requires an excellent communication skill as well as being used to working in a cross functional environment.

Qualifications:
·  3+ years of experience as a Service Delivery Manager, preferably with a solid experience around managing Ecommerce projects
·  Proven experience of service delivery responsibility within an SAP Environment and 3rd party IT Support Services
·  Strong understanding of business processes and ability to maintain business relationships
·  Strong business acumen, possessing good analytical, communication, presentation skills and ability to think out of box
·  Ability to work in a matrix environment with various stakeholders at different levels across the organization
·  Strong interpersonal skills with a collaboration mindset both within and outside the immediate team
·  Ability to manage changes & deployments within a global organization
·  Ability to coordinate & manage changes and initiatives within the Ecommerce environment
·  Bachelor’s degree in Computer Science or other related fields preferred

At Electrolux, we take responsibility for our development in a supportive environment where we embrace our differences and learn from each other. In a truly multicultural setting, we shape living for the better and create remarkable experiences for employees and consumers, all around the globe.

Find out more on:
https://www.linkedin.com/company/electrolux/life/lifeatelectrolux
https://www.linkedin.com/company/electrolux/life/sweden

Electrolux is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our brands, including Electrolux, AEG and Frigidaire, we sell approximately 60 million household products in approximately 120 markets every year. In 2020 Electrolux had sales of SEK 116 billion and employed 48,000 people around the world. For more information go to www.electroluxgroup.com.

 

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We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'