Technical Service Delivery Manager

How do you make our customers happy?

By ensuring 13.7 million customers enjoy inspiring and effortless shopping experiences across 41 million products, thanks to rock-solid technical operations. As the Technical Service Delivery Manager, you’ll transform complex IT initiatives into reliable platform capabilities. Working across 1,000+ microservices and collaborating with 1500+ engineers, you drive projects that enhance system reliability, streamline processes, and strengthen our autonomy-first culture. And if major incidents threaten to disrupt platform stability? You’re the decisive leader who restores order.

The biggest challenge

Leading intricate, multi-stakeholder initiatives to improve an impressive tech landscape. You’ll coordinate projects ranging from critical process implementations to organization-wide disaster recovery tests, requiring you to align perspectives and drive decisive action. In a product-led organization where autonomous teams expect frictionless collaboration without sacrificing independence. How do you balance emerging business needs with platform stability? Success calls for coordination skills, prioritization mastery, and the composure to manage high-pressure incidents that could potentially impact millions of users.

What you'll do as Technical Service Delivery Manager

As part of the Service Delivery team, you’ll serve as the operational conscience connecting technical excellence with positive business outcomes. You’ll drive concurrent projects that enable smarter, collaborative decision-making across engineering teams through a mix of coordination skills and a love for hands-on technical implementation. Working largely autonomously while leveraging insights from experienced SRE and SDM colleagues, you’ll tackle everything from ITSM software rollouts to major infrastructure changes.

You’ll use your technical expertise to create solutions that bolster operational excellence – configuring ITSM modules, developing workflow automation, and building analytics dashboards that provide us with the right insights. You’ll coordinate across products, domains, and functions, becoming the go-to person for operational concerns, seasonal readiness, and audit preparation. Your coaching and training initiatives will help colleagues excel in ITSM and SRE practices. When incidents occur, you’ll assume the Incident Manager on Duty role, demonstrating poise and decisiveness to keep our platform running smoothly.

Key responsibilities:

• Lead complex projects from conception to successful implementation across multiple stakeholder groups
• Drive process monitoring and improvement initiatives with a significant degree of autonomy
• Coordinate operational readiness across products, domains, and functions
• Develop and operate technical solutions, including ITSM configuration, automation, and analytics

• Coach colleagues in ITSM and SRE best practices to elevate organizational capabilities
• Manage major IT incidents as part of the Incident Manager on Duty rotation
• Serve as the primary contact for operational concerns, seasonal planning, and infrastructure changes

Why you can make a difference

You combine proven project management experience with hands-on technical skills and leadership instincts. You can quickly grasp complex system interdependencies while effortlessly aligning diverse stakeholders behind shared objectives. You excel at autonomous work but know when to leverage team expertise. You remain composed when the going gets tough and handle incident response like a champ. Your drive to continuously improve processes, coupled with your ability to coach others, makes you an invaluable force multiplier for operational excellence.

• - Hand-holding required You need well-defined tasks and detailed guidance - showing initiative feels risky
• - Analysis paralysis You lack the analytical agility to quickly grasp complex systems, which often results in lengthy deliberation and delays
• - Cautious contemplator When incidents occur, you analyze causes and effects extensively before responding – good stuff, but probably not the ideal approach for first-line platform defense

• + Variety is the spice of life You're energized by diverse responsibilities spanning SRE, incident management, project leadership, and ITSM
• + Knowledge amplifier You derive satisfaction from empowering colleagues through shared expertise and prefer to think with teams instead of for them
• + Autonomous action-hero Your initiative and perseverance drive continuous improvement and effectuate meaningful changes

Where you'll work

You’ll join an enthusiastic Service Delivery team. You’ll mainly focus on platform services, collaborating closely with infrastructure teams and product teams across the organization. As such, you’ll have a significant impact on operational excellence and system reliability: 13.5 million customers depend on you! The environment balances autonomy with collaboration – we trust you to drive initiatives independently while providing the support and insights necessary for collective success. With 2,900 colleagues constantly evolving our platform since 1999, your operational expertise will help ensure our technical foundation remains robust as we scale. Ready to become the operational conscience that keeps innovation flowing smoothly?