SaaS Operations Delivery Manager (Portfolio Companies)

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

About the Role/ The Opportunity:

Your core responsibility is to ensure flawless SaaS Service, Change and L2 incident management for your specific region. You will have a team of engineers reporting into you who will help you achieve this objective. We expect you to coach these engineers both from a technical and people management point of view. In some cases, you will be involved in more complex SaaS services and incident resolutions yourself, as the most senior engineer of your team. The role involves communication with Sitecore partners and customers, including potential escalation handling.  You will also act as the functional domain owner of a subset of operational runbooks: you will be held responsible to onboard new runbooks for your functional domain and make sure that current runbooks are continuously improved and kept up to date.

You will collaborate with global colleagues from the SaaS operations team, as well as with Sitecore colleagues from product and platform engineering teams.

As a leader of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may on occasion be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

What You’ll Do:

• Ensure flawless SaaS Service, Change and L2 incident management for your specific region
• Technical and people leadership for your team
• Quality assurance of the work delivered by your team
• Partner and customer communication, including escalation handling
• Act as functional domain owner for a subset of operational runbooks

What You Need to Succeed

Technical skills

• Microsoft Azure Administrator (AZ-104) Certification
• At least 2 more certifications in either Linux, AKS, Elastic or Redis
• 2-3 Years proven track record in Azure and/or AWS cloud technologies
• 2-3 Years experience with NoSQL databases like Redis, Elastic Search, etc.
• 2-3 Years experience in containerization and microservices technologies
• 1-2 Years experience with gitops tooling
• More than 3 years of experience with Linux and understanding of Linux based software stacks
• Kubernetes administration knowledge
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Knowledgeable about on-call management tools like OpsGenie, PagerDuty , etc.
• Knowledgeable about Infrastructure automation frameworks like Ansible, Terraform, etc.

Functional skills

• Preferably a first successful experience in people management.  For sure you need to be an empathic person able to bring the best out of your team.
• Bachelor’s degree in a technical field
• Proven track record in L1 or L2 support
• Focused on customer success
• Risk averse
• Attention to detail
• Independent and out of the box problem solving and troubleshooting skills
• Excellent written and spoken knowledge of English
• Be a team player

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. #Li-Hybrid