Managed Services Manager

We are Intershop - We're built to boost your business

As an e-commerce pioneer, we have been setting standards in the development of software for digital commerce for almost 30 years. With our cloud offering and as a Microsoft partner, we transform the challenges of the digital world into business success stories. Our e-commerce platform offers manufacturers and wholesalers everything they need to digitize and transform their business processes.

If you would like to join the #bestteam and start the revolution of our customer businesses together with the 300 Intershop experts, then apply today

Your mission

As a Managed Services Manager (m/f/d), your responsibilities will be broad and varied, encompassing both technical and managerial aspects. The successful candidate will be expected to:

- Lead a team of technical resources, ensuring project deliverables are completed on time, within budget, and to specification, while being accountable for the successful implementation of enterprise e-commerce solutions.

- Provide guidance and direction to project managers, developers, QA resources, and other technical specialists on application projects.

- Foster open communication within the team, coaching, mentoring, and performance-managing team members where necessary.

- Set and track team goals and targets, aligned with agreed SLAs, internal projects, and processes. Regularly review progress in team meetings and drive clear accountability.

- Conduct structured team meetings with defined agendas, allocate tasks, and ensure team members understand expectations and outcomes.

- Facilitate knowledge transfer and career development for team members through training or external upskilling opportunities aligned with business needs.

Customer & Project Management

- Serve as the first-level escalation point for major issues across key enterprise accounts.

- Manage communications with internal client teams and stakeholders to address current issues and proactively plan for future requirements.

- Assist with Pre‑Sales and Sales cycles for existing and new customers, providing Managed Services input as required.

- Champion APAC Managed Services needs with headquarters, coordinating on dependencies such as infrastructure, product knowledge, technology, or resources.

- Stay informed on all ongoing Consulting Team projects, understanding the Managed Services role in each account, identifying points of escalation, and working on improvements as directed by management.

- Maintain awareness of Intershop product and service offerings, functionality, and updates.

Technical Responsibilities

- Build, configure, support, and maintain enterprise server and backup solutions.

- Analyze, diagnose, and resolve server platform and operating system issues at scale.

- Work with virtualization technologies, Azure cloud platform, and Linux system administration.

- Perform basic Oracle database administration, Git version control, shell scripting, and application/network debugging.

- Deliver after‑hours support and escalation as required.

- Train other staff members and ensure knowledge is effectively shared across the team.

- Stay current with Intershop product and service technologies.

Operational & Process Management

- Deliver detailed technical configuration, support documentation, and solution designs for existing and prospective customers.

- Develop costing models for Managed Service offerings and scope activities for business and IT initiatives.

- Create technical and design specifications, plan and develop initiatives, and install, configure, manage, and maintain application and environment configurations.

- Provide project management support, including reporting, status tracking, and risk/issue management.

- Lead release processes, change management, and pre‑deployment activities in collaboration with the Release Management Manager.

- Manage defect handling, maintenance resolution, and provide detailed post‑mortem reports for larger issues.

- Proactively lead performance tuning, system/application patching, and optimization for enterprise customers.

- Create and maintain comprehensive documentation for server/network topology, equipment, and configurations, ensuring all service arrangements are clearly documented and up to date.

- Manage Managed Services expenses to maintain positive EBIT.

- Assist with monthly reporting, forecasts, budgets, and financial reporting as required.

- Develop strategies to improve operational performance, reliability, and cost‑effectiveness.

Your profile

We are looking for a Managed Services Manager (m/f/d) who is energetic, proactive and experienced. You should combine strong technical expertise with excellent interpersonal and managerial skills.

Interpersonal & Managerial Qualifications

- Excellent interpersonal and written communication skills, with the ability to liaise professionally and clearly with enterprise customers.

- Proven ability to work productively both independently and as part of a team.

- Flexible, “can‑do” approach with a desire for continuous personal and professional improvement.

- Ability to work under deadlines and adapt working hours as required.

- Strong commercial and business acumen, including identifying revenue opportunities in existing accounts and potential internal cost savings.

- Exercising diplomacy in all interactions with customers, staff, and contractors, focusing on resolution rather than blame.

- Experience in developing costing models for Managed Services offerings.

- Ensuring high‑quality, up‑to‑date documentation exists for all service arrangements.

- Creating and maintaining comprehensive documentation of server and network topology, equipment, and configurations.

Technical Qualifications

- 5+ years of experience working in technical environments, preferably with enterprise or high‑scale applications.

- Knowledge of Agile methodologies and familiarity with online application environments.

- Strong Linux and web application experience.

- Experience administering database servers and executing SQL queries.

- Experience with deployment and CI/CD tools such as Jenkins, Bamboo, and GitLab.

- Experience with Azure hosting and cloud‑based environments.

- Exposure to development tools such as Git, Jenkins, JMeter, and Selenium (desired but not mandatory).

- Ideally have certifications for Azure, Kubernetes and ITIL v4.

What we offer...

Varied and challenging tasks:

With more than 300 customers, a global network of partners and an international team, you won't get bored easily.

Personal and professional development:

From table football to training, coffee to coaching—Intershop is the place to grow.

Work in other countries and on international projects:

San Francisco, Jena, Melbourne: the world of e-commerce is truly global. You’ll find us wherever our expertise is needed—and wherever you want to work.

A motivated and highly qualified team:

We value results. Our 300‑strong staff shares a single goal: to be the best—together. You can only benefit from our 30+ years of e-commerce experience.

Flat hierarchies and an open business culture:

We need strong personalities, not cubicle clones. Our senior staff members see themselves as coaches, not captains. We set the course for the future together.

Cutting‑edge technologies and market‑leading products:

Our products and services are the backbone of modern online commerce. Be a part of our story

We are looking forward to your application By the way, if you do not yet meet all the criteria, just talk to me, we will surely find a way together.

Apply now

#J-18808-Ljbffr