Service Delivery Manager - eCommerce

Company ASOS
Reference 494328513
Sector IT/Technical
Town/City London
Locations UK, London
Job Type Permanent
Date Posted 10th Aug


Job Description

Service Delivery Manager - ECommerce

ASOS Technology is going through an exciting period of transition and major investment. " this includes a number of strategic programmes to deliver the amazing technology and business solutions to support our ambitious global growth plans.

As our Ecommerce Service Delivery Manager youre a key part of the Service team and represent all consumer facing services covering our digital platforms. You are responsible for ensuring all Service Support and Service Delivery actions are taken to meet the ASOS business and IT Requirements for those services. This is a fantastic space to join as you are responsible for Service Design & Implementation across eCommerce facing services within Technology.

About the role:
  • Working closely with our digital platforms and channels to support in providing the best shopping experience for our customers by championing Service and Support in project and platform meetings " developing a strong understanding of project backlog impacting your service area and ensuring service impact is minimised and agreed with the business.
  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are advocated and followed in collaboration with Team Leads.
  • Define SLAs and ensure the SLAs are achieved; service quality and internal customer expectations are met or exceeded.
  • Drive agreement on business KPIs and quality attributes for services in your area of responsibility, ensuring appropriate NFRs and KPIs are understood within project workstreams.
  • Work with management and teams to ensure adequate disaster recovery and business continuity plans & procedures are in place and regularly tested
  • Own and drive Service Improvement Plans for your service area
  • Own and lead Service Design & Transition activities for your service area ensuring no new services or changes to existing services go live without a robust support model in place.
  • Build and maintain relationships with the key business stakeholders, delivering Service Reporting and conducting Service Review meetings to an agreed schedule or upon request.
  • Manage operational costs and contractual negotiations for renewals on all third-party contracts for support and maintenance of associated enterprise systems ensuring they are fit for purpose and meet the needs of the business.
  • Conduct Supplier Performance Reviews with 3rd parties in your service area to review service delivery and drive improvements.

About you:

You view Service Delivery as an essential part of any business and you constantly look to improve the current service provided to our customers and your end users. You have the ability to lead and manage difficult situations whilst keeping a calm atmosphere within the team.

  • Proven record of supporting complex mission critical systems powering an organisation of significant scale, including eCommerce or Multi-Channel.
  • A background in a retail sector would be a significant benefit, including knowledge of key Retail concepts as well as the organizational, business and technical challenges that they face.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Strong knowledge of ITIL disciplines
  • Experience of managing 3 rd parties and 3 rd party delivered services
  • Experience in Service Design and Service Transition for high transactional ecommerce systems
  • Strong Leadership qualities and influencing skills
  • The ability to clearly communicate across different levels of the business and IT
  • Strong analytical and creative problem-solving skills
  • Desirable " knowledge of Payment systems


Technology is at the heart of supporting business growth at ASOS, through delivering incredible platforms and solutions by our award-winning team. At the centre of this is the technical innovation needed to stay ahead of our 20-something market, the cloud based architecture to support our global reach and the agile engineering methods to deliver value fast. But, its not just about work here we like to give back to our employees with great benefits including:

  • Flexible Benefits Allowance
  • Great development programmes
  • Amazing offices and great culture
  • 25 days holiday plus one extra day for your birthday
  • Subsidised gym and canteen
  • Huge staff discount and regular sample sales
  • Life Insurance, medical care, cycle to work scheme
  • And tonnes more

Back to ResultsEmail a friend Filled