About the Role
- BiPlus is looking for an experienced and proactive Service Delivery Manager to join our eCommerce Operations Centre of Excellence (CoE), supporting a major international client across eight markets.
- The project focuses on operating a large-scale, multi-country eCommerce platform built on SAP Commerce Cloud (Hybris) and Adobe Experience Manager (AEM). You will be accountable for day-to-day service delivery across the Merchandising, Tech, and QA teams, ensuring coordinated execution, consistent quality, and compliance with contractual Service Level Agreements (SLAs).
- Reporting to the CoE Director, you will oversee service performance, coordinate resources, manage escalations, and drive operational improvements.
Key Responsibilities
- Service Delivery & Cross-Team Coordination: Coordinate delivery across Merchandising, Tech, and QA, working closely with team leads to align priorities, resolve dependencies, and maintain consistent service across all markets.
- SLA & Quality Management: Monitor service performance against contractual SLAs, lead weekly SLA reviews, and establish consistent monitoring, alert, and shift-handover standards. Intervene early to prevent breaches and ensure corrective actions are completed.
- Capacity & Resource Planning: Review ticket volumes, backlog, shift utilisation, handling times, and capacity forecasts. Coordinate workload balancing, backup resources, and reinforced staffing plans for product launches and major promotional campaigns.
- Escalation & On-Call Management: Hold the 24/7 escalation hotline, with designated backup coverage during absence. Assess urgent requests, make timely operational decisions, and mobilise the relevant teams within 30 minutes for unplanned out-of-hours work.
- Incident Oversight: Ensure High and Critical incidents have an assigned Incident Manager, an active coordination bridge, and timely communication to Regional Headquarters (RHQ). Oversee root cause analysis and follow corrective actions through to closure.
- Change Governance & Risk Control: Provide second-level approval for high-exposure Merchandising changes and approve changes outside the Merchandising Lead’s office hours or when required by the escalation procedure.
- Stakeholder Communication & Governance: Participate in governance meetings with the CoE Lead, communicate delivery risks and recovery actions, and coordinate escalations with RHQ, local market teams, and CoE leadership.
- Service Recovery & Continuous Improvement: Initiate recovery plans when a team, market, or service falls behind agreed targets. Work with workforce, process, and knowledge management stakeholders to address recurring issues and improve service reliability.
- Transition & Operational Readiness: Own the transition plan from service takeover through stabilisation, ensuring readiness of people, system access, knowledge, and tools. Report progress and risks to CoE leadership weekly.
Requirements
- Education: Bachelor’s degree in Information Technology or a related field.
- Experience: Several years of experience leading service delivery or managed service operations under contractual SLAs, with responsibility for multiple teams or shifts.
- Service Management: Hands-on experience in SLA management, incident management, change management, escalation handling, and service recovery. ITIL certification is an advantage.
- Operational Planning: Strong ability to analyse service performance, forecast capacity, coordinate resources, and prepare operational plans for peak demand.
- Leadership & Decision-Making: Proven ability to coordinate cross-functional teams, clarify responsibilities, and make timely, sound decisions under pressure.
- Tools: Experience using Jira and Confluence, or comparable service management and documentation tools, for monitoring, reporting, and operational coordination.
- eCommerce Knowledge: Experience supporting enterprise eCommerce platforms is an advantage, particularly SAP Commerce Cloud (Hybris) or Adobe Experience Manager (AEM).
- English & Vietnamese Communication: Fluent written and spoken English for international governance meetings, reporting, and escalations. Strong Vietnamese communication skills for day-to-day coordination with the Hanoi teams. English proficiency will be assessed during a live interview.
- Proactive, disciplined, and accountable, with strong written communication skills and the ability to follow actions through to completion.
- Based at the Hanoi delivery centre, working office hours Monday to Friday, while holding 24/7 on-call responsibility with designated backup coverage during absence.
Compensation & Benefits
- Salary: up to VND 130 million/month, with 15 months of salary per year.
- Shift Allowance: Additional allowances for shift-based work.
- Salary Review: Annual performance evaluations and salary reviews.
- Health & Statutory Benefits: Annual health check-ups, social insurance, and public holidays in accordance with Vietnamese labor laws.
- Global Projects: Opportunities to work on large-scale projects for leading international clients and global enterprises.
- Technical Challenges: Exposure to enterprise-scale systems and opportunities to solve complex technical and business challenges.
- Agile Working Environment: Work in autonomous, flexible, and high-performing Scrum teams following Agile/Scrum methodologies.
- Company Culture: Enjoy a young, dynamic, open, collaborative, and international working environment.
Working Location
- BiPlus Hanoi Office: Floors 3–6, 85 Tran Thai Tong Street, Cau Giay District, Hanoi, Vietnam.
Working Hours
- Monday to Friday, plus 2 Saturdays per month, following the project’s shift-based work schedule.
Application Contact
- Ms. Luyen – BiPlus Recruitment Team
- Email: [email protected]
- Phone: 0969 059 356 (Zalo, WhatsApp)
