Managed Services Manager

Intershop is seeking a Managed Services Manager to help grow our presence in the Asia Pacific region while overseeing regional follow-the-sun support. This is a hands-on leadership role, managing a technical team responsible for support, maintenance, DevOps, and project work for both new and existing customers.

In this role, you will have the opportunity to:

• Lead, mentor, and grow the team, enhancing its capabilities.
• Serve as the main escalation point for complex issues, including platform, customization, or integration challenges.
• Work closely with large and enterprise customers, solving problems in high-scale, mission-critical environments.
• Ensure service quality meets or exceeds agreed targets while maintaining clear and professional communication with large and enterprise customers.

Why Join Us

• Work out of our vibrant, open-plan office with a multicultural team.
• Direct reporting line to the APAC CEO, providing visibility and influence within the region.
• Get exposed to innovative cloud, AI and commerce technologies.

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

Leadership & Team Management

• 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.

The successful candidate will be energetic, proactive, and experienced, combining 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